Senior IT Service Assurance Professional
3 days ago
We are seeking a seasoned and proactive IT service assurance manager to oversee and optimize the delivery of IT services in a highly regulated pharmaceutical environment.
This role is pivotal in ensuring IT services align with business needs, comply with GxP regulations, and support the organization's mission to deliver high-quality healthcare solutions.
The ideal candidate will have a strong background in IT service management, preferred experience in the pharmaceutical or life sciences sector, and excellent leadership and interpersonal skills.
- Global IT Service Delivery Oversight
- Day-to-Day Operations Management
- Relationship Building and Vendor Management
- Aligning IT Services with Business Priorities
- Service Improvement Planning and Implementation
- Regular Service Reviews and Performance Assessments
- On-Site Service Team Coordination and Leadership
- Risk Identification and Issue Resolution
- Technical Team Collaboration and Escalation Management
- Service Level Agreement Establishment and Key Performance Indicator Management
- Stakeholder Collaboration and Vendor Relationship Management
- ITIL Process Oversight and Audit Facilitation
- Oversee global IT service delivery across all locations, including manufacturing plants, R&D centres, corporate offices, and international sites.
- Manage day-to-day operations by serving as the central liaison between outsourced service providers and internal functional teams.
- Build and sustain strong, effective relationships with outsourced IT partners and other vendors.
- Align IT services with evolving business priorities and ensure timely communication and translation of those priorities across IT teams.
- Proactively identify opportunities for service improvement and implement SIPs to sustain or enhance performance.
- Conduct regular service reviews with IT service partners to assess performance, review risks, and drive customer satisfaction improvements.
- Lead and coordinate on-site service teams, including scheduling, task allocation, and performance monitoring.
- Identify risks and issues in service delivery and implement timely corrective actions.
- Coordinate with technical teams to ensure smooth implementation and ongoing support of services.
- Manage escalations and ensure timely resolution of service issues.
- Establish and manage SLAs and KPIs for internal and external IT services.
- Collaborate with stakeholders across R&D, manufacturing, quality, and commercial operations to understand business requirements and ensure IT services meet those needs.
- Manage vendor relationships and third-party service providers to ensure contractual obligations are met.
- Oversight of incident, problem, change management, and other ITIL processes in alignment with ITIL framework.
- Facilitate audits and inspections by regulatory bodies related to IT systems and services.
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