IT Service Owner, ITG (Innovative Technology Group)

IT Service Owner (ITG) can be based in Dublin, Ireland or North Wales, US or Texas. At our corporate headquarters in Leopardstown, we currently have 800 employees with plans to grow significantly over the next few years. It is an exciting time to be joining a growing organisation with 10,500 employees in 37 locations worldwide. 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.

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 the ITG area specifically.

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

· Collaborate with Project Management Office to ensure all projects are delivered in alignment with service management strategy

· Maintain a documented topology of the service

· Review and analyze day-to-day operations to ensure SLA commitments are being met and provides a monthly report card on the health of the service

· Maintain an action register and scheduling of activities for the service

· Regular reports & dialog with IT Business Partner and Business Service Prime

· Maintain a status/vision statement for the service. Manage the roadmap and strategy for the service and alignment with business strategies. This will include determining priorities within IT Services and also working with other groups on ICON wide priorities 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

· Support budgetary management of IT Operational Expenditure (Opex)

· 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

· Be responsible for evolving IT Services as the business may require

· Create and maintain standard material for use in RFPs, bid defenses, marketing and other communications as required, working with Business Development and other groups as relevant

· Represent IT Services in audits (internal and external) and regulatory inspections as required

· Represent ICON in bid defenses and client communications as required

· 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

· 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.

Benefits of Working at ICON
Other than working with a great team of smart and energetic people, we also offer a very competitive salary and benefits package that includes an excellent pension scheme, private health care, life assurance and staff recognition schemes. 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.
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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.

A valid work permit or passport is required for this position. Closing date for applications for this role is Friday, October 17th , 2014.