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About the role ICON and you Application Process Day in the life Who we are

IT Service Delivery Manager (Telecom UCC) - based at any ICON global location

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About the role

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This is an exciting opportunity to work within a fast paced, busy environment for a leading global provider of outsourced development services to the pharmaceutical, biotechnology and medical device industries.
Our IT Service Delivery Manager (Telecom) play a key role within ICON and are responsible for the overall coordination, implementation and completion of regional/global cross-functional projects including consistency with ICON SOPs, study contracts and budgets. This position will be based in North Wales, PA.
 
SUMMARY
This is an exciting opportunity to work within a fast paced, busy environment for a leading global provider of outsourced development services to the pharmaceutical, biotechnology and medical device industries. As the Service Owner you will be accountable for the overall management of the entire lifecycle of one or more IT services.

Reporting to the Head of the Service Management Office, the Service Owner will:
•Manage full life cycle of the service, from concept to retirement
• Be the primary point of contact for any IT matters related to the service, working closely with lines of business, cross-functional IT groups as well as external clients
• Ensure the agreement and operation of SLAs and OLAs, with new and current customers, both internal and external
• Represent the service on steering committees, customer meetings and in project workshops as required
• Solicit required data, statistics and reports for analysis and facilitate effective service monitoring and performance
• Identify opportunities for service improvements, discuss with the customer and raise a RFC (request for change) as needed
• Liaise with the appropriate process owners throughout the service life cycle
• Manage continuous improvement of processes to reduce costs without impacting the service provided to clients
• Work with the IT groups and lines of business owners on system administrative activities including performance improvement, capacity planning, availability, change, problem management and helpdesk tickets etc.
• Recognize, exemplify and adhere to ICON's values which center around our commitment to People, Clients and Performance
• Recognize the importance of and create a culture of process improvement with a focus on streamlining our processes adding value to our business and meeting client needs.
• Travel of up to approximately 10% - domestic and/or international.
 
Role requirements 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
Qualifications
• Bachelor's degree in Business or Computing, or equivalent work experience required•·         ITIL Certification or equivalent
• Project management certification PRINCE 2 / PMI or equivalent desirable
• Six Sigma or equivalent an advantage
 
Experience
• 5+ years of experience in a similar role preferably in medium-to-large scale global organization
• Demonstrable experience of IT service management and service delivery (Telecommunication experience preferred)
• Practical experience of service and process design, implementation and improvement
• Experience in building out a service catalogue, governance, documentation and knowledge base
• Broad knowledge of Pharmaceutical drug development industry and IT Governance frameworks would be advantageous.
• Demonstrable experience to discuss technical issues with people at all levels (Customers, Partners and Implementation teams)
 
Skills
• Proven ability to present strategies and change initiatives to both technical and non-technical audiences.
• Possess customer focused background and display commercial awareness•Ability to understand and build contractual requirements such as SLAs and OLAs•Understanding of a wide array of IT technologies to fully understand the details of services that can be provided•Ability to motivate and coach a team to take positive action and be accountable for their assigned work
• Highly self-motivated and able to work effectively with different divisions and levels
• Possess process improvement experience with a focus on continued streamlining of processes - Six Sigma an advantage
• Possess outstanding verbal and written communication skills•Possess strong analytical capability to identify essential issues in complex technical and business problems•Ability to embrace new and innovative technologies/applications for the benefit of the IT Services Group•Strong ability to establish strong internal and external relationships to facilitate the achievement of strategic and operational objectives. Strong leadership skills, applicable at the mid to senior management level
• Possess strong interpersonal, relationship management, influencing and negotiation skills.
 
What’s Next
Following your application you will be contacted by one of our dedicated recruiters and if successful we will be able to provide you with more details about this opportunity. ICON is an equal opportunity employer - M/F/D/V and committed to providing a workplace free of any discrimination or harassment.
 
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