Leading through disruption is part of the role major incidents service outages and high-severity escalations. When something breaks you own the response direct the teams and vendors resolving it run the root cause analysis and are accountable for it landing without repeat failures.
You will work with application owners infrastructure teams vendors and colleagues across our global sites in an environment where service reliability is a patient safety and regulatory matter not just an IT one.
Principal Accountabilities
1. Service Operations & Performance Leadership
- Own end-to-end incident problem and change management across the IT service portfolio ensuring consistent process discipline and timely resolution.
- Define and track SLAs OLAs and service KPIs; report performance against target and drive corrective action where service falls short.
- Own the service catalogue and ensure it reflects what is actually delivered to whom and at what standard.
- Chair or oversee service review forums with business and technical stakeholders.
- Act as senior escalation point for service issues that cross team or vendor boundaries.
2. Major Incident & Problem Management
- Lead major incident response: coordinate resolver groups drive communications and own the incident through to closure.
- Run root cause analysis on significant incidents and own the resulting corrective and preventive action plan through to completion.
- Track recurring issues and drive them into permanent fixes rather than repeated workarounds.
- Own post-incident reviews and ensure lessons learned are captured and actioned.
- Maintain and test escalation and crisis communication procedures.
3. Service Management Framework & Continuous Improvement
- Own the ITSM framework (incident problem change request and knowledge management) and its consistent application across teams and providers.
- Drive continuous service improvement: identify systemic weaknesses prioritize fixes and track them to closure.
- Define and maintain service management policies procedures and documentation.
- Own service reporting and dashboards and ensure the data quality behind them.
4. Vendor & Partner Delivery Management
- Manage day-to-day performance of third-party service providers and delivery partners against contracted SLAs.
- Hold vendors accountable for quality responsiveness and follow-through; escalate and remediate where performance slips.
- Participate in vendor governance: service reviews commercial escalations and contract renewal input.
- Bring new delivery partners up to speed on our environment standards and expectations.
5. Team Leadership & Governance
- Direct a team of service delivery and service desk resources day to day: allocate work set expectations review quality and unblock delivery.
- Report service performance risks and improvement plans to Digital Workplace leadership in terms stakeholders can act on.
- Own budget input and resourcing recommendations for the service delivery function.
- Build capability in the team through coaching and structured process improvement.
Minimum Education Requirements
- Bachelors degree in Information Technology Computer Science Business Engineering or a related field or equivalent professional experience.
- ITIL Foundation certification required; a higher-level ITIL certification (Practitioner Intermediate or Managing Professional) strongly preferred.
Minimum Experience Requirements
- 10 years of IT experience including 5 years focused on IT service delivery service management or operations leadership.
- Demonstrated experience owning incident problem and change management processes at scale across a mixed technology estate.
- Proven track record leading major incident response and driving root cause analysis to closure.
- Experience managing third-party service providers and holding them accountable to SLAs and quality standards.
- Experience directing service delivery or operations teams and being accountable for the quality of what they deliver.
- Proven experience defining tracking and reporting on SLAs OLAs and service KPIs.
- Experience running service improvement initiatives that measurably reduced incidents downtime or repeat issues.
- Experience in a regulated life sciences pharmaceutical biotechnology or comparable GxP environment is an advantage including audit and validation awareness.
- Working knowledge of enterprise IT environments spanning end user computing collaboration network and infrastructure services.
Knowledge & Skills
Service Management Expertise
- Deep functional knowledge of ITIL processes: incident problem change request and knowledge management.
- Strong grasp of SLA/OLA design service level reporting and service catalogue management.
- Working knowledge of ITSM tooling (e.g. ServiceNow Ivanti BMC Remedy or equivalent) enough to specify test and challenge what partners build and report.
- Comfortable using data and reporting to identify systemic issues and build the case for improvement.
Governance Risk & Compliance
- Strong understanding of service reliability audit trail and controlled change expectations in a regulated environment.
- Working knowledge of GxP GAMP 5 and ITIL as applicable to IT service delivery.
- Practical experience with change control risk assessment and post-incident governance.
Delivery & Leadership
- Comfortable working across agile ITIL and formal change control models simultaneously.
- Able to direct delivery partners and set quality expectations without formal line authority.
- Able to set expectations with stakeholders and say plainly what will not be resolved in a given timeframe.
- Clear communicator across technical business and global stakeholder audiences especially under incident pressure.
Preferred Certifications
- ITIL 4 Managing Professional or equivalent.
- ServiceNow Certified System Administrator or equivalent ITSM platform certification.
- Project or service management certification (e.g. PRINCE2 PMP or similar).
- Formal GxP or computerized system validation training.
What Success Looks Like
- IT services run reliably with incidents resolved within target and recurring issues in steady decline.
- Major incidents are handled calmly communicated clearly and closed with real corrective action not just a workaround.
- SLAs and OLAs are consistently met with performance visible and reported without having to chase it.
- Vendors and delivery partners are held to account and deliver to expectation.
- Service management processes and evidence that stand up confidently to audit and inspection.
This is a global position that will support all our FUJIFILM Biotechnologies sites. Benefits and compensation will be governed by the location that you are based from and considered your home site.
As part of any recruitment process FUJIFILM Biotechnologies collects and processes personal data relating to job applicants. Theorganisationis committed to beingtransparent about how it collects and uses that dataand to meeting its data protection obligations and may share this as part of the global recruitment process with hiringmanagers in Europe and the United States.
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