IT Services Manager
IT Services Manager
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Salary Not Disclosed
1 Vacancy
Job Description
About the Company
Our client is a publicly traded global biopharmaceutical company headquartered in New Jersey.
Since its founding in 2002 the company has grown from a generics startup to a leading pharmaceutical organization with over 8000 employees.
They are committed to innovation quality and community impact offering more than 280 products across Generics Specialty Branded Drugs Biosimilars and Institutional Injectables.
Position Overview
The IT Services & Infrastructure Operations Delivery Manager will be responsible for the efficient and reliable delivery of IT services across infrastructure operations. This role requires a strong leader who can manage incident response escalations service delivery performance and continuous improvement efforts in collaboration with cross-functional teams.
Key Responsibilities:
IT Service Management
Develop and maintain ITSM frameworks aligned with industry standards (e.g. ITIL).
Define and manage SLAs OLAs and KPIs for service performance.
Oversee IT Change Incident and Problem Management processes.
Process Improvement & Optimization
Identify and implement automation opportunities and operational best practices.
Perform root cause analysis and lead corrective process changes.
Standardize optimize and document infrastructure procedures.
Infrastructure Operations
Manage day-to-day IT infrastructure operations ensuring system availability and scalability.
Monitor performance conduct system audits and perform scheduled maintenance.
Collaborate closely with engineering security and enterprise architecture teams.
Escalation Management
Serve as the primary escalation point for complex IT issues.
Develop enforce and refine escalation protocols.
Lead root cause analysis for recurring issues to minimize future incidents.
Support Delivery Management
Oversee multi-tiered IT support teams to ensure high-quality service delivery.
Monitor and improve support team performance through KPIs and continuous improvement programs.
Generate and present detailed reports on support operations and trends.
Employment Type
Full-time
