Ice Services Liaison




Job Details

Job Requirements

Job Summary:

Novartis is currently seeking to hire ICE Services Liaison to join our growing Medical Communications team.
This role acts as the lead liaison between the medical team for a customer group and the PLS delivery team, being an extended member of the customer ICE team. The main responsibilities of the role are: 

• Liaison with the assigned customer group and the PLS delivery teams. This includes managing the planning & ordering of PLS services required to deliver the plan via relevant PLS Account Director(s)
• Development of the Tactical ICE plans (Medical Information, Medical Communications and Scientific Events).This is in support of the strategic planning work that is done by the customer
• Delivery of the Tactical ICE plans for PLS in relation to the customer 
• Championing optimum collaboration and ways of working between PLS and the internal customer

Key Responsibilities:

•Liaison with the assigned customer group and the PLS delivery teams 
•Leads representation of PLS services to assigned Customer (Division/Heads Medical Communications)
•Acts as primary interface for customers, who are responsible for developing and managing the Strategic ICE Plan, and for coordinating agreed customer activities and commissioning resulting work through PLS.
•Works with customers under agreed governance guidelines, operating principles and policies
•Ensures alignment and collaboration between PLS delivery teams and internal customer (including involvement in management and resolution of issues and risks). This includes making sure that supply with demand are aligned to deliver the right quality levels in a timely manner
•Works through PLS Account Management team (BSEs and Account Managers) to ensure that all SLA and contracting work is done in a compliant and controlled way.
•Supervises the medical insight managers to ensure ICE plans can be swiftly adapted based on insights activities
Supporting external spend management and tracking (including approvals, purchase orders, goods received), with support from the ICE Project Specialist and PLS delivery teams Development of Tactical Medical Information and Communication Plan
•Oversees the development of Tactical ICE Plan in line with Strategic ICE Plan, defined by internal customers and held in the IPS (provided by Information, Communications and Events Heads), ensuring that PLS has the ability to support the demand
•Engages relevant members of PLS to develop the plan, including Expert Scientific Writers, Senior Medical Information Managers, and Scientific Events Managers
•Leads review and development of plan with internal customers, to ensure that their requirements are met. Delivery of Information, Communications and Events plan for PLS in relation to the customer
•Oversees the delivery of PLS plan, ensuring a high quality and timely delivery
•Engages with the relevant members of PLS to deliver plan, including ICE Plan Managers and Team Leads for Scientific Writing, Scientific Events and Medical Information
•Leads regular review and update of plan with internal customers, to ensure their requirements are met. Championing optimum collaboration and ways of working between PLS and internal customer
•Leads by example in terms of working with internal customer
•Listens to and acts on improvement ideas from both internal customer and PLS, and translates into actionable service improvements.

About the Novartis Global Service Centre in Dublin: 

The Novartis Global Service Center (NGSC), Dublin, was set up in 2013 and is located in a state-of-the-art facility on the Merrion Road in Ballsbridge. The center, one of five around the world, delivers a broad variety of services to the Novartis divisions and organizations worldwide. Services offered by the Dublin team include scientific and commercial services, IT, HR Operations and Procurement. There are currently several hundred associates employed at the site with 32 nationalities speaking 28 languages. 

The operation is continuing to grow rapidly and has a number of exciting vacancies for experienced high-caliber candidates who are interested in working as part of an international team delivering services globally. Novartis offers a rewarding career and a comprehensive benefits package.

Novartis is a world-leading healthcare company that provides innovative solutions to address the evolving needs of patients and societies. Headquartered in Switzerland, Novartis offers a diversified portfolio to best meet these needs: innovative medicines, eye care and cost-saving generic pharmaceuticals. Novartis is the only global company with leading positions in these areas. Novartis Group companies employ approximately 120,000 full-time-equivalent associates and its products are available in more than 180 countries around the world.

Benefits of Working for Novartis:

Competitive salary; Annual bonus
Pension scheme; Share scheme
Health insurance; 25 days annual leave
Flexible working arrangements
Subsidized dining facilities
Employee recognition scheme

‘I came for the job, I stay for the culture’


Minimum: University degree level / Graduate degree, ideally in science. Additional further education desirable. Fluent English (oral and written)

•A second major European language
•A strong program and project management focus. Able to plan and execute project delivery through a multitude of others with high focus on meeting quality, timely deliveries and budget
•Significant experience of working with international Medical Communications for either an agency or in an internal role within the pharmaceuticals industry
•Extensive track record in developing and managing Medical Communications plans, ideally also with experience in Medical Information plans.
•Track record of working effectively in a highly matrixed organization and / or between complex structures between customer and deliver teams.
•Desired experience in digital solutions and innovation.
•Experience in a multi-cultural work environment and international working. 
•Strong negotiations & stakeholder management skills

Novartis are an equal opportunities employer and welcome applications from all suitably qualified persons

How to Apply

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