Business System Adoption Group Manager – Support Team

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Almac Group is currently seeking a Business Systems Adoption Group Manager for our Durham, NC location. The Group Manager will be responsible for the effective day-to-day management of the global Support Team located in NC and UK. The individual will be responsible for ensuring the Support team troubleshoot and resolve user issues in an efficient and high quality manner.  Through maintenance of core KPIs, the post holder will identify areas for process improvement.  They will act as a subject matter expert for all products and solutions supported to both external and internal stakeholders.
Responsibilities include but are not limited to:
  • Manage and improve the operational performance of the Business Systems Adoption Support Team ensuring support team tickets are assigned and actioned in a timely manner
  • Take responsibility for setting and achieving department KPI’s.  Evaluate the effectiveness of departmental procedures through assessment and collection of data (KPs)
  • Management of support team recruitment, onboarding, training, performance management and resource management. 
  • Liase with other department to identify and improve cross-departmental process and working relationships.
Required Experience / Education:
  • Bachelor’s degree
  • A minimum of 3 years of supervisory management experience, or 5 years Almac Clinical Services experience
    • 3 + years experience in a supervisory role
    • 3 + years experience in a product/project management role
    • 3 + years experience in a customer facing/support role
Preferred Experience / Education:
  • Bachelor’s degree obtained in a related field, i.e. Science or Business Management preferred
  • Experience of identifying and delivering strategic process improvements
    • Experience identifying and delivering software improvements
    • Knowledge of Almac Clinical Services products and business systems
What can Almac Group offer you?
  • Medical, Vision & Dental benefits from the 1st of the month following start date
  • 20 days PTO per year, accrued monthly following start date
  • 12 holidays per year
  • Company paid Long and Short-term disability along with Life Insurance
  • 401k company contribution
  • Professional development programs/ continuous learning opportunities
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Almac is an exceptional, award winning, drug development solutions provider at the forefront of the pharmaceutical industry.  We are a privately owned organization that has organically grown over 50 years now employing 6,000 highly skilled personnel worldwide. Our US Headquarters is located at Souderton, PA with additional operations scattered around the US and Europe. ‘Partnering to Advance Human Health’ is more than just a tagline – it is our way of life.
Embracing diversity is at the heart of enhancing Almac Group’s unique culture and reflects our fundamental belief that all people deserve equality, inclusivity and the opportunity for advancement. We are committed to cultivating a welcoming, supportive, and inclusive environment for all.  Together, we will build on the strength in our diversity and deliver exceptional solutions to advance human health globally.
RECRUITMENT AGENCIES PLEASE NOTE: Almac will only accept applications from agencies/business partners that have been invited to work on this role through our portal. Candidate Resumes/CV’s not submitted through our portal or directly to Hiring Managers will be considered unsolicited and no fee will be payable. Thank you for your cooperation.
Almac Group, Inc. is an Equal Opportunity Employer - Minorities/Women/Protected Veterans/Disabled - Proudly embracing diversity in all of its expressions.
Almac provides reasonable accommodations to people with disabilities who need assistance completing the application process.  Please email us at [email protected] to request assistance.