Service Delivery Analyst

At Bristol Myers Squibb, we are inspired by a single vision - transforming patients’ lives through science.In oncology, hematology, immunology and cardiovascular disease - and one of the most diverse and promising pipelines in the industry - each of our passionate colleagues contribute to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference.

We can offer
  • Flexible working - flexible start and finish times, 50% home/office working
  • Domestic and international relocation support
  • Visa sponsorship
  • Career and qualifications support

Position Summary

We are expanding the Service Delivery team and as such we have a newly created position for a Service Delivery Analyst.; responsible for the governance of Global Financial Services including outsourced services, we partner with operations including Record to Report, Order to Cash and Invoice to Pay.

You will support the ongoing activities and projects of the broader team, specifically focusing on performance monitoring and governance processes.

  • You will possess a high attention to quality and be able to work collaboratively with key internal and external customers.
  • You will need to demonstrate flexibility, be open-minded and adaptable to changing business needs and requests.
  • You will have ability to handle multiple tasks, be well organized, and be able to meet or exceeding deadlines.
  • Project management skills are very desirable.

Job Responsibilities

Contract Management Support:
  • Audit monthly 3rd party Service Level Agreements (SLA) for Invoice to Pay and Record to Report functions.
  • Support the evaluation of SLA’s and identify opportunities to drive greater business performance
  • Monitor and maintain SLA protocol documents to ensure that calculation methodologies are accurate
  • Support with the design and implement internal performance measurements for R2R Operations. Monthly reporting and monitoring.
  • Audit monthly consumption reports ensuring that data is aligned with Contract baselines and amendments
  • Support in the gathering of all data required contract changes, monitor, discuss and track to ensure timely updates to SoW.
  • Audit monthly capacity reports, identify trends and opportunities
  • Monitor 3rd party task list and resource allocation
  • Ongoing monitoring of contractual exhibits and training requirements to ensure compliance and relevance

Business Continuity Support:
  • Develop, co-ordinate and direct the Global Finance Services Business Continuity Plan program to include annual documentation updates and testing programs.
  • Support the team to enhance and broaden the program to all GFS functions
  • Support with the development of tabletop testing exercises
  • Document testing results
  • Monitor critical applications and ensure alignment with IT.

  • Support with continuous improvement, track progress and monitor outcomes.
  • Develop, on an annual basis, team project trackers based upon targets, track actions and complete follow ups as required to track progress against deliverables.
  • Support with ad hoc projects and assignments.

Soft Skills
  • Work within assigned scope; identify, investigate and solve problems requiring cross-department involvement; align demands and expectations; demonstrate sufficient extent and breadth of business experience to present as a credible business partner for the Record to Report Team
  • Ability to work with conflicting priorities escalating conflicts were required
  • Take responsibility and accountability for monitoring or executing all tasks within scope
  • Daily/weekly/monthly work prioritization and planning guided by understanding of dependencies, complexity, and compliance requirements. Flexibility to adjust to broader team priorities.
  • Co-operate with other teams internally as well as with external parties (outsourced provider). Drive cross-functional deliverables and issue resolution process for all tasks performed within scope
  • Communicate clearly, effectively, and appropriately at different levels of the company regarding assigned tasks. Propose communication regarding issues and involve line manager as appropriate.
  • Ability to influence people at all levels both locally, regionally, and globally
  • Apply understanding of overall end-to-end process in task execution, strategy and planning.
  • Identify and drive areas for CI within assigned scope by influencing and engaging business partners and supporting your peers and managers in delivering on a broader scope

Required Skills & Experience
  • Accounting background
  • Degree in accounting or equivalent business experience
  • AAT qualified/ ACCA or CIMA part-qualified
  • Excellent computer skills with proficiency in MS applications (Excel, Outlook, PowerPoint, Visio) and major ERP platforms (preference SAP).
  • Excellent working knowledge of record to report processes in a multinational company.

Around the world, we are passionate about making an impact on the lives of patients with serious diseases. Empowered to apply our individual talents and diverse perspectives in an inclusive culture, our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

Bristol Myers Squibb recognises the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives.

Our company is committed to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace adjustments and ongoing support in their roles. If you require reasonable adjustments in completing this application, or any part of the recruitment process direct your enquiries to Applicants can request an approval of an adjustment prior to accepting a job offer.