Manager, Product Support

Location: Portugal

About the Role

Are you a strategic thinker with a passion for driving excellence in product support? Do you thrive in leading experienced professionals, solving complex challenges, and shaping the future of customer success? As a Manager, Product Support, you will play a pivotal role in delivering high-quality support solutions, evolving client experiences, and collaborating closely with cross-functional teams to enhance product development.

Key Responsibilities

• Lead and mentor a team of skilled professionals, fostering independence and innovation in tackling technical challenges.
• Drive the implementation of policy and strategy to achieve short-term results and long-term impact.
• Serve as the primary point of contact for customers and internal stakeholders, ensuring seamless technical support and resolution of production issues.
• Oversee SAP Team vendor management, optimizing relationships and operational efficiency.
• Collaborate with Product Development, Clients, and Release Management teams to plan, implement, and test new product releases.
• Analyze trends and performance metrics to remove obstacles, exceed customer service levels, and achieve key business objectives.
• Develop and implement scalable, repeatable processes in software configuration, quality assurance, automation, and performance enhancement.
• Guide professional growth by setting goals, evaluating performance, and ensuring training and development opportunities.
• Maintain deep expertise in products and solutions while fostering knowledge-sharing across the team.

Qualifications & Skills

• Substantial experience in product support or a related field.
• Bachelor's Degree in Computer Science or a related discipline.
• Subject matter expertise in SAP ERP System is required.
• Proven leadership and management abilities, influencing beyond direct reports.
• Strong analytical and problem-solving skills with a results-driven mindset.
• Exceptional communication, interpersonal, and conflict management skills.
• Ability to manage multiple priorities effectively in a fast-paced environment.
• Passion for building high-performance teams and driving operational excellence.

Why Join Us?

Be part of a dynamic organization that values innovation, customer-centric solutions, and strategic leadership. As Manager, Product Support, you’ll have the opportunity to shape the future of client success, drive impactful change, and elevate product experiences to new heights.

IQVIA is a leading global provider of clinical research services, commercial insights, and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com.

At IQVIA, we believe that diversity, inclusion, and belonging empower our mission to accelerate innovation for a healthier world. We create a culture of belonging by valuing the perspectives of all talented employees worldwide and providing them with the opportunity to power smarter healthcare for everyone, everywhere. When our talented employees bring their authentic selves and their diverse experiences to work, they enable us to accomplish extraordinary things. Multifaceted thought processes spark innovation. Multi-talented collaboration harnesses innovation to deliver superior outcomes.