IT Service Owner job in

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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. As the IT Service Owner, you will be accountable for the overall management of the entire lifecycle of one or more service lines, with a particular focus on requirements gathering, risk management and stakeholder coordination in a matrix environment. *LI-HD1

JOB FUNCTIONS/RESPONSIBILITIES

Travel (approximately 10%) domestic and/or international.
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
Be responsible for high profile issues, ensuring root-case analysis is conducted and a corrective action plan is followed through, so that any learning applied will provide future benefit
Support the implementation of ITIL processes and procedures, for Incident, Problem and Change Management
Competently manage risks associated with IT services
Work with IT and Business line managers to ensure achievement of SLAs and progress in Continual Service Improvement Plan
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.

Experience, Skills & Knowledge Requirement

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
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

Education Requirements

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

Benefits of Working in ICON

ICON enjoys a strong reputation for quality and is focused on staff development. We make it our mission to attract the most diverse and creative minds into the business and we continually strive to provide opportunities for our people to excel, grow and build a great career. We understand that our greatest asset is the skills and talents of our people and they are truly what set us apart.

Other than working with a great team of smart and energetic people, we also offer a very competitive benefits package. This varies from country to country so a dedicated recruiter will discuss this with you at interview stage.

We care about our people as they are the key to our success. We provide an open and friendly work environment where we empower people and provide them with opportunities to develop their long term career.

ICON is an equal opportunity employer - M/F/D/V and committed to providing a workplace free of any discrimination or harassment

A better career. A better world. A better you.

Our people are our greatest strength, are the core of our culture and the driving force behind our success. Throughout all levels of the company, our people have a drive to succeed and a passion that ensures what we do, we do well. We help you build exciting and rewarding careers, deliver results to help bring life-changing medicine and devices to market and maintain ICON’s success as an industry leader.
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IT Service Owner

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This vacancy has now expired. Please see similar roles below...

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