Shire Healthcare Support Services Manager in Dublin, Ireland

Job Summary

Primary Role

Leads, drives, and supports excellence in Healthcare Support Services (HSS) across all Shire Ireland Franchises, working together with Patient Services Lead UK & Ireland and all relevant local functions and global/international teams. Responsible for development, and successful and compliant execution of local solutions, with guidance from Patient Services Lead, local functions and global/international teams. Reports to the Patient Services Lead, UK & Ireland with dotted-line to the General Manager of Ireland.

Essential Functions


% of Time

Job Duty and Description


  • Responsible for execution of in-house Healthcare Support Services (HSSs) and management of external third party HSSs, with support from the Patient Services Lead.

  • Assess and monitor impact and execution of current HSS offerings, liaising with Patient Services Lead & Irish Country Leadership Team (CLT), gathering compliant feedback from service users and stakeholders such as HCPs, Nurses, patient organisations and payers.


  • Support the development and implementation of best-in-class patient support programs across all therapy areas in alignment with local (internal/external) stakeholders and the Global Patient Support stakeholders. Assess and monitor local legal and regulatory environment relevant to HSS programs. Work with Compliance, Legal, and Regulatory to adhere to obligations.

  • Organise and maintain records of necessary Quality Agreements, Request for Proposals (RFPs), contracts, and training of third party suppliers.


  • Work with the Patient Services Lead and Irish CLT to d evelop and monitor standardised Key Performance Indicators and Business Insights data to ensure quality and stability of HSSs.

  • Be first point of contact with the third party providers, manage relationships with key stakeholders at third party providers and facilitate regular review meetings with third party providers including key members of the cross-functional Shire team.


  • Develop relationships with HCPS in relevant therapeutic areas. Organise training and education regarding our disease areas and services.


  • Share best-practices with local and international team and report on a monthly basis the KPIs to International. Represent Ireland on monthly Patient Services teleconferences along with the Patients Services Lead and Patient Services Manager.


Education & Experience Requirements

  • Science discipline degree-qualified

  • Experience in pharmaceutical industry (>5 yrs) is required, including intimate knowledge of and adherence to IPHA Code of Practice and relevant legislation for interaction with patients and HCPs

  • Proven project management experience, PMI or Prince II certification desirable

  • Experience working in Quality Systems and maintaining Quality records

  • Experience with the design and implementation of patient support programs/healthcare services support programs

  • Strong understanding of the patient support environment

  • Excellence command of written and spoken English

Key Skills and Competencies

Key Capabilities

  • Patient-centric and service mindset

  • Strong enthusiasm with a drive to succeed and the ability to work indepenently

  • Ability to drive multiple projects simultaneously and to deliver results

  • A team player with excellent interpersonal skills

  • Proven capability to influence and drive change agendas without formal authority

  • Business acumen and budgeting skills

  • Excellent communicator with strong written and verbal presentation skills

Notice to Employment / Recruitment Agents:

Employment / Recruitment agents may only submit candidates for vacancies only if they have written authorization to do so from Shire’s Talent Acquisition department. Any agency candidate submission may only be submitted to positions opened to the agency through the specific Agency Portal. Shire will only pay a fee for candidates submitted or presented where there is a fully executed contract in place between the Employment / Recruitment agents and Shire and only if the candidate is submitted via the Agency Portal. Candidates submitted or presented by Employment / Recruitment Agents without a fully executed contract or submitted through this site shall not be deemed to form part of any Engagement for which the Agency may claim remuneration.

Shire is the leading global biotechnology company focused on serving people with rare diseases and other highly specialized conditions. We strive to develop best-in-class products, many of which are available in more than 100 countries, across core therapeutic areas including Hematology, Immunology, Neuroscience, Ophthalmics, Lysosomal Storage Disorders, Gastrointestinal/Internal Medicine/Endocrine and Hereditary Angioedema; and a growing franchise in Oncology.

Our employees come to work every day with a shared mission: to develop and deliver breakthrough therapies for the hundreds of millions of people in the world affected by rare diseases and other high-need conditions, and who lack effective therapies to live their lives to the fullest.