
IT Operations Director
3 days ago
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 (Good Practice) regulations, and support the organization's mission to deliver high-quality healthcare solutions.
Key Responsibilities:
- Oversee global IT service delivery across all locations, including manufacturing plants, R&D centres, corporate offices, and international sites spanning various regions.
- Manage day-to-day operations by serving as the central liaison between outsourced service providers and internal functional teams.
- Build and sustain strong relationships with outsourced IT partners and other vendors to ensure service levels are maintained, issues are resolved promptly, and contractual commitments are met.
- 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 Service Improvement Plans (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 Service Level Agreements (SLAs) and Key Performance Indicators (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.
- Oversee incident, problem, change management, and other ITIL processes in alignment with the ITIL framework.
- Facilitate audits and inspections by regulatory bodies related to IT systems and services.
Requirements:
- Bachelor's degree in computer science, Information Technology, or a related field.
- ITIL v4 certification (Foundation or higher) is required.
- 10 years of experience in IT service delivery, with at least 3 years in a managerial role within the pharmaceutical or life sciences industry preferred.
- Strong understanding of GxP regulations, system validation (CSV), and compliance frameworks (FDA, EMA, ISO) preferred.
- Demonstrated experience managing cross-functional teams and vendors in a matrix environment.
- Proven ability to manage complex projects and priorities under regulatory scrutiny.
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