IT Service Partner

At ICON, it’s our people that set us apart. Our diverse teams enable us to become a better partner to our customers and help us to fulfill our mission to advance and improve patients’ lives.

Our ‘Own It’ culture is driven by four key values that bring us together as individuals and set us apart as an organization: Accountability & Delivery, Collaboration, Partnership and Integrity. We want to be the Clinical Research Organisation that delivers excellence to our clients and to patients at every touch-point. In short, to be the partner of choice in drug development.

That’s our vision. We’re driven by it. And we need talented people who share it.

If you’re as driven as we are, join us. You’ll be working in a dynamic and supportive environment, with some of the brightest and the friendliest people in the sector, and you’ll be helping shape an industry.

Role:
In the context of representing and supporting IT Operations for business service lines, the IT Service Partner is expected to:

- Act as the primary point of contact for high-level IT matters related to a business service line, working closely with the IT System Business Owners and peer IT GBS departments*
- Ensure the agreement of, and operation adherence to SLAs / OLAs and delivers meaningful and relevant reports*
- Provide representation on support and governance meetings with IT System Business Owners*
- Collaborate closely with the Project Management Office and IT Business Partners to ensure projects are fit for operational support*
- Create and maintain support strategies for IT systems*
- Identify, analysis, respond and monitor IT related risk*
- Negotiate contracts and maintain a working relationship with external IT support vendors*
- Manage all aspects of continual service improvement initiatives*
- Maintain a plan, actions register or scheduling of activities*
- Undertake project management duties for IT Operations as required
- Identify and communicate both hard and soft cost saving and cost avoidance opportunities
- Prioritise workload and communicate concerns in a timely, effective fashion
- Take ownership of high profile issues, ensuring root-case analysis is conducted and a corrective / preventative action plan is followed through*
- Support IT-Operations with efforts such as vendor assessments, mergers & acquisitions, RFPs, bid defenses, communications, audits and regulatory compliance
- Coordinate IT groups and lines of business on activities such as system performance, disaster recovery, capacity planning, availability, change, access management, problem management and service desk tickets etc.*
- Undertake other related duties as may be assigned from time to time*
- Recognize, exemplify and adhere to ICON's values which center around our commitment to People, Clients and Performance.*
- As a member of staff, the employee is expected to embrace and contribute to our culture of process improvement with a focus on streamlining our processes adding value to our business and meeting client needs.*
- Travel (approximately 10%) domestic and/or international.*

A degree/ master’s degree in Information Technology preferred or equivalent

work experience.

Benefits of Working in ICON:
Our success depends on the quality of our people. That’s why we’ve made it a priority to build a culture that rewards high performance and nurtures talent.

We offer very competitive salary packages. And to keep them competitive, we regularly benchmark them against our competitors.
We also provide a range of health-related benefits to employees and their families and offer competitive retirement plans - and related benefits such as life assurance - so you can save and plan with confidence for the years ahead.
But beyond the competitive salaries and comprehensive benefits, you’ll benefit from an environment where you are encouraged to fulfil your sense of purpose and drive lasting change.

ICON is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.