Job Abstract

POSITION SUMMARY:

The Director, IT Service Delivery is focused on efforts to transform operations, motivate change management, and drive innovation to achieve strategic business goals and objectives. This position has direct responsibility for self-service, service desk, onboarding and off-boarding, desktop computing, hardware and depot, asset management lifecycle, collaboration, conferencing, and other services. This position will also develop end user services roadmaps and strategy, manage SLAs, and advance the function to meet quickly shifting business requirements in a rapidly growing, transforming, and dynamic environment. This position will develop an agile work environment that support and deploy new ways of working and enables diversity and inclusion. The role is also responsible for Executive/Ownership/and VIP support.  

DUTIES AND RESPONSIBILITIES: 

• Build a Future Fit Model for end user services that transforms and improves current services and operations that drive innovation, scalability, simplification and improve the customer experience and enable efficiency and modernization.

• Develop and maintain working relationships with all levels of the organization.

• Successfully partner and collaborate with other IT teams, partners, suppliers, and other stakeholders to develop solutions to enhance customer experience based on defined business requirements.

• Build a high performing team which drives a positive culture, teamwork, communications, partnership, life-long learning, career development and team excellence.

• Manage day-to-day end user services operations, ITSM disciplines, vendor management, and total cost of ownership.

• Manage the onboarding, off-boarding, and training compliance for 3rd-party vendors supporting end user technologies.

• Maintain vendor support agreements and maintenance budget for end user technologies, procure end user client software, review and approve associated invoices, and manage maintenance renewals. Manage license allocations, reservations, and enterprise agreements.

• Develop, document, and measure end user services associated KPIs for internal team and vendors.

• Provide foundational support and training for the consistent and best practice usage of ITIL disciplines in support of MSD’s end user computing capabilities.

• Understand and initiate high-level troubleshooting processes for end user computing technologies including PC hardware, MS Office applications, security agents/tools, various client applications, and application performance on these devices.

• Oversee conference room support and maintenance, including audio/video equipment and end user documentation, training, and day-to-day support.

• Ensure that SLAs are developed to meet business expectations and continually measure for compliance.

• Transform and maintain hardware and software asset inventories and depots.

• Act as technical escalation point within end user services.

EXPERIENCE AND QUALIFICATIONS:

• Bachelor's Degree in related field or equivalent work experience.

• Minimum of 10 years of applicable IT and progressive leadership experience.

• Five years of experience managing people of varying levels.

• Previous experience working within an ISO, GMP, pharmaceutical, clinical and/or biotechnology industry/organization is strongly preferred.

• Experience with one of the top enterprise ITSM platforms (BMC, Ivanti, ServiceNow, etc.).

• Experience building, transforming and maturing End User Services Operations.

• Experience in a technology capability oversight role supporting end user PCs, collaboration tools, meeting rooms and associated hardware and software.

KNOWLEDGE, SKILLS AND ABILITIES:

• Experience leading an end user computing function supporting PCs, Windows/Mac operating systems, application deployment, file and print services, Active Directory move/add/change, and Microsoft 365 tools and apps.

• Experience with vendor performance management, including development and monitoring of SOWs and deliverables, SLA compliance, and general vendor relationship management.

• Superior leadership skills with demonstrated knowledge and understanding of staff management practices and processes and the ability to establish accountabilities and expectations and manage performance to achieve results.

• Strong customer service awareness and focus to collaborate across the organization to drive critical decisions and resolve complex issues.

• Strong and professional verbal and written communication skills, along with the ability to effectively communicate and present to different audiences such as senior leadership, cross-functional business groups, or technical staff.

• Well-developed skills in presentation building and process mapping.

• Deep knowledge of and experience with collaboration and conflict resolution.

• Strong working knowledge of ITIL processes, best practices, and capabilities

• A broad knowledge of hardware and software systems including storage, servers, network, video, telephone, database, communications, virtualization, email, printers, projectors, and client access technologies is required.

• Knowledge of the business and management principles involved in strategic planning, resource allocation, leadership, and coordination of people and resources.

• Excellent organizational, planning, and time management skills with the ability to manage multiple and often changing priorities and issues of varying complexity, while meeting time-sensitive deadlines and deliverables.

• Demonstrated critical thinking and analytical skills, as well as the ability to handle complex situations and demonstrate sound judgment and problem-solving.

• Deep experience managing the capabilities of an enterprise ITSM solutions.

PHYSICAL DEMANDS:

This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office.

WORK ENVIRONMENT:

This position is performed in a traditional office environment.