Platform RUN Team Lead

About InVita Healthcare Technologies
InVita Healthcare Technologies delivers the world’s most comprehensive human biologics software solutions managing blood, organ, and tissue workflows, enabling unmatched visibility and compliance to improve patient outcomes and save lives. Trusted by blood organizations, organ procurement organizations, hospitals, forensic laboratories, public health agencies, and government institutions worldwide, InVita's solutions empower organizations to fulfill their mission, optimize operations, and better serve their communities. Learn more at invitahealth.com.

Job Title: Platform Run Team Lead

Location: Remote — candidates must be located in Quebec.

Reporting to: Head of Platform

Hours of work: Typical hours of work are from 8:30 AM until 5:00 PM local time Monday through Friday. Flexibility of Working Hours dependent on location. Additional hours may be necessary as needed. This position is exempt from overtime.

Overview:

The role Team Leader is to build the team, capabilities and processes of their functional and domain area in order to ensure business objectives are delivered. This role will primarily focus on MAK.care, with supporting capabilities across the eProgesa, P.H.S/eTraceLine, Cosmas, and eDRM product lines.

Key Responsibilities:

• Developing and managing a team of technology experts to provide timely and high quality deliverables
• Establishing and improving the team’s processes and procedures
• Ensuring the capability of the team to deliver the support needed, creating SOPs, manuals and training to allow the team to scale
• Ensuring the team follow and adhere to regulatory processes
• Embedding best practice into the team
• Maintaining and documenting policies and procedures in accordance with defined corporate and industry standards
• Ensuring customer maintenance support meets necessary SLAs in appropriate
• Coaching and supporting the team and ensuring collaboration between technology teams
• Supervising in resolving problems and escalated incidents
• Analyzing and reporting on team effectiveness and performance
• Prioritize team activities and ensuring skilled resources available to deliver required outcomes
• Manage discussions and expectations with stakeholders regarding the timing and prioritisation of activities
• Providing detailed information for audits
• Delegate tasks to team members and develop their capabilities
• Encourage team work and promote positive communication

Objectives:

• Decreasing products’ defects
• Decreasing products’ critical problems resolution time
• Preventing from delivering supplied non-conforming products
• Conformance to customers’ requirements/specifications
• Improving customers’ support services
• Improving customers’ support satisfaction

Qualifications:

• Bachelor’s degree and or equivalent professional experience across the relevant domain area
• Expertise in the relevant product or functional area
• Ability to work unsupervised, operating at a senior management level
• Service orientation to delight customers and exceed their expectations
• Ability to make recommendations to resolve conflicts by using judgment that is consistent with InVita Healthcare Technologies culture, policies, and procedures
• Innovation, Flexibility, and Adaptability