Senior Manager, IT Service Management Job in Gaithersburg 20878, Maryland US
“My company shares my
passion for helping to improve
human health around the world.”
“This is My MedImmune.”
Those who join MedImmune feel a sense of ownership about their future. They thrive with a recognized leader in the biotechnology industry and the wholly-owned subsidiary of AstraZeneca plc.
Here, you will join passionate professionals who
advance science, technology and medicine to develop products designed to help people live better lives. You will excel in an environment characterized by respect, integrity and growth opportunities…that encourages both individual contribution and collaborative entrepreneurial thinking. Our products and/or product candidates are designed to address areas of need in infection, oncology, respiratory disease and inflammation, cardiovascular/gastrointestinal disease and neuroscience. Explore a MedImmune career as we strive to better more lives, more often, around the world.
Title: Senior Manager, IT Service Management
Location: Gaithersburg, MD
Req: 6024
Reporting to the Director of IT Service Management, the Sr. Manager of IT Service Management is responsible for leading all aspects of MedImmune's IT Service Management, Service Continuity, Reporting and Metrics, Service-Now Administration, and Asset Management. The Sr. Manager is responsible for working with various IS/IT organizations to ensure key ITIL foundational processes are aligned, effective and efficient. This includes process development and governance for ITSM processes. This position is responsible for the development of advance arrangements and procedures to ensure that the Infrastructure Services organization can effectively respond to a disaster so that the critical business functions can be resumed within a defined time frame, the amount of loss can be minimized, and any stricken facilities can be repaired or replaced as quickly as possible. The position also provides oversight for Asset Management, Reporting / Metrics, and Ticket System Administration teams. Direct reports to this position include 6 people. This position will guide the development of the team, and help set and communicate the strategic direction of the organization.
Responsibilities:
* Work with IS/IT process owners to develop and improve ITSM process strategies for supporting the achievement of operational excellence in MedImmune's IS/IT operations globally. This includes interacting with parent company (AstraZeneca) key process owners to ensure consistent and effective interfaces with designated their support model.
* Provide documentation, training, and mentoring to IS/IT resources to ensure appropriate awareness and competency levels with the ITSM processes.
* Create and maintain governance structure for ITSM and process improvement across IS/IT.
* Remain informed about ITSM leading practice developments, help to define a culture of continuous improvement, and promote the service management vision to IS/IT leadership.
* Oversees the service continuity process. Develops policies and procedures for the infrastructure and "end user" computing services. This also includes execution of risk management measures, participation in testing of non functional test plans, participation in the change management process, and delivering best practices for infrastructure.
* Conducts business impact analyses and assists company units to determine critical business processes, identifies acceptable recovery time periods, and establishes resources required for the successful resumption of business operations in the event of a disaster.
* Establishes disaster recovery testing methodologies; plans and coordinates the testing of recovery support and business resumption procedures in different functional areas.
* Provide direct oversight for Asset Management, Reporting / Metrics, and Ticket System Administration teams based on collaboration, best practices, standards, efficiency, and commitment to effective service delivery and responsiveness to the needs of the business.
* Oversee Strategic management of software and technology-related hardware within the organization.
* Assist in forming procurement strategies to optimize technology spend across IT/IS organization.
* Helps drive continuous improvement efforts by analyzing KPI data and developing reporting solutions to understand business impact, correlations/discrepancies, and to propose changes/alternate solutions.
* Maintains contact with outside organizations participating in reciprocal agreements.
* Apply a "business" focus to all assignments and responsibilities, measurement of results, and associated reporting.
* Build strong partnerships with the senior operations leaders in MedImmune's business units and to other senior IT/IS management.
* Direct budget, staff, and resource planning activities for all components of the team.
A minimum of a Bachelor's degree, or equivalent work experience, is required. MS or MBA, or equivalent work experience, is preferred.
10+ years experience in IT or IS environment executing and managing one of more ITIL processes.
5+ years of experience in roles involving IT process design and/or implementation. Experience as an overall ITSM process architect is a plus.
Knowledge of asset management, ticketing system administration, service continuity and IT Service Management.
ITIL v3 Foundation certification required. Practitioner Certification or Service Master Certificate (e.g. ITIL Master) is a plus.
Demonstrated ability to apply knowledge of existing ITSM processes and industry process engineering methodologies and principles to daily assignments and activities.
Innovative in respect of service quality and ways in which it can be improved within the bounds of the organization's limits (resource, budgetary, legal, etc.)
Demonstrated ability to lead the development of new processes and procedures within IT working with stakeholders from across IT groups and business units.
Ability to support the integration and organizational adoption of IT processes, standards, policies and controls
Excellent communication skills, both written and verbal, and excellent presentation skills.
Experience operating in a pharmaceutical or compliance regulated environment is required.
Strong critical thinking, analytic and problem solving abilities.
Positive attitude and experience with motivating a team.
To apply online please click here:
http://www.candidatecare.com/srccsh/RTI.home?r=2000010148910d=medimmune.candidatecare.com
MedImmune is an Equal Opportunity/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, veteran status, or any other characteristic protected by federal, state or local law.
MedImmune does not accept non-solicited resumes or candidate submittals from search/recruiting agencies not already on MedImmune’s approved agency list. Unsolicited resumes or candidate information submitted to MedImmune by search/recruiting agencies not already on MedImmune’s approved agency list shall become the property of MedImmune and if the candidate is subsequently hired by MedImmune, MedImmune shall not owe any fee to the submitting agency.
MedImmune, LLC. is an Equal Opportunity/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, veteran status, or any other characteristic protected by federal, state or local law.