Parexel
Manager, Data Aggregation & Distribution L2 Support
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Parexel Overview
At Parexel, we all share the same goal - to improve the world's health. From clinical trials to regulatory, consulting, and market access, every clinical development solution we provide is underpinned by something special - a deep conviction in what we do.
Each of us, no matter what we do at Parexel, contributes to the development of a therapy that ultimately will benefit a patient. We take our work personally, we do it with empathy and we're committed to making a difference.
Parexel is in the business of improving the world’s health. We do this by providing a suite of biopharmaceutical services that help clients across the globe transform scientific discoveries into new treatments. We believe in our values, Patients First, Quality, Respect, Empowerment & Accountability.
Role Overview
This role will work within our innovative Data & Technology group that continues to evolve to meet business needs, fuel Parexel's growth and enable improved support for stakeholders, including customers and ultimately patients, who will benefit from Parexel's integrated processes and systems.
This role can be based in either the UK or Poland and can be fully home based and remote working anywhere in either of these locations only.
As the Manager for Data Aggregation & Distribution L2 Support you are responsible for leading a team of technical support specialists delivering LII operational support for data ingestion, engineering, and distribution functions within the Data & Technology organization.
You will oversee day-to-day support operations, acts as an escalation point for data pipeline issues, and collaborate with internal and external stakeholders to identify data services requirements and support modern cloud-based solutions. You will contribute to the standardization and continuous improvement of data support processes across Azure, Databricks, Snowflake, Denodo, and Power BI platforms within Parexel.
Responsibilities
Team Leadership and People Management
- Lead, manage, and develop a team of L2 data support specialists, providing clear direction, coaching, and performance oversight.
- Conduct regular performance reviews and support career development planning for all direct reports.
- Foster a collaborative, high-performance team environment aligned with Data & Technology objectives.
- Manage resource allocation and workload distribution across the team.
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L2 Data Support Operations
- Oversee the triage, diagnosis, and resolution of data pipeline, ingestion, and distribution issues handled by the L2 support team.
- Act as an escalation point for unresolved technical issues, coordinating with platform data teams as needed.
- Monitor support queue performance and ensure timely resolution in line with agreed service levels.
- Maintain and enforce support procedures, runbooks, and escalation protocols for the team.
Stakeholder Engagement and Service Delivery
- Collaborate with internal stakeholders including platform data teams, data engineering, analytics, and business functions to identify data services requirements and resolve recurring issues.
- Engage with vendors to support data delivery needs and manage expectations around service performance.
- Provide regular status reporting on team activities, system performance, issue trends, and service quality metrics.
- Participate in cross-functional meetings to represent L2 support and contribute to data platform planning discussions.
Continuous Improvement and Governance
- Identify opportunities to improve data support operations, pipeline reliability, and team efficiency.
- Contribute to the development and maintenance of standard operating procedures and support documentation.
- Ensure team adherence to IT procedures, quality standards, and data governance requirements.
- Evaluate and recommend tooling or process improvements to enhance support capability across Azure, Databricks, Snowflake, Denodo, and Power BI environments.
Qualifications
Education
- Bachelor's degree in Computer Science, Information Systems, Data Engineering, or a related technical field (or equivalent work experience).
- Relevant cloud platform certifications (e.g., Microsoft Azure Data Engineer, Databricks Certified Associate) are an advantage.
- ITIL Foundation certification or equivalent service management qualification is beneficial.
Skills
- Experience with cloud data platforms including Azure, Databricks, Snowflake, and Denodo preferred.
- Working knowledge of Data Lake design principles.
- Experience with data pipeline monitoring, troubleshooting, and incident management.
- Familiarity with Power BI and data visualization tools.
- Experience with ITSM or ticketing platforms (e.g., ServiceNow).
- Knowledge of data governance and quality standards in enterprise environments.
- Familiarity with GxP or life sciences data environments is an advantage.
- Strong people management and team leadership capability.
- Effective verbal and written communication skills across technical and non-technical audiences.
- Analytical and structured problem-solving approach.
- Ability to manage competing priorities and maintain service levels under pressure.
- Stakeholder engagement and relationship management skills.
- Continuous improvement mindset with attention to operational detail.
- Collaborative working style with the ability to influence across functions.
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Knowledge and Experience
- Strong previous demonstrated experience managing technical support or data operations teams, preferably in an enterprise or CRO environment.
- Hands-on experience with cloud data platforms preferably Azure, Databricks, Snowflake, and Denodo.
- Proven experience supporting or operating within Medallion Architecture-based Data Lake environments.
- Experience managing LII support functions including escalation management and SLA ownership.
- Track record of leading and developing teams of 10 or more technical staff.
- Experience working with internal and external stakeholders to deliver data services and resolve complex technical issues.
- Familiarity with data ingestion, engineering, and distribution workflows in large-scale enterprise ecosystems.
- Experience contributing to or implementing standard operating procedures and support documentation.
- Exposure to GxP or regulated life sciences data environments is desirable.
Benefits
In return we will be able to offer you a structured career pathway and encouragement to develop within the role including awareness and understanding of the industry. You will be well supported and in return for your hard work you will be rewarded with a competitive base salary, bonus, car allowance and holiday as well as other leading benefits you would expect with a top company in the CRO Industry.
Apply today to begin your Parexel journey!
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