ICON plc is a world-leading healthcare intelligence and clinical research organisation. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and public health organisations.
With our patients at the centre of all that we do, we help to accelerate the development of drugs and devices that save lives and improve quality of life.
Our people are our greatest strength, are at the core of our culture, and the driving force behind our success. ICON people have a mission to succeed and a passion that ensures what we do, we do well.
The Role
Establish, supervise, and manage the service portfolio assigned to a business service line. Interact with the business function to identify the service portfolio required from IT operations. Act as a liaison and representation between IT Digital Operations and business unit, being the advocate for the business service line within IT Digital Operations. Raise funding requirements for service requirements and drive operational change agenda. Oversee service portfolio health status, run metric analyses and proactively engage with IT and business units to drive service improvements.
JOB FUNCTIONS/RESPONSIBILITIES:
- Service Portfolio Management for the Business Service Line dedicated to.
- Monitor, manage, and maintain the "portfolio pipeline of demand, resources, projects and enhancements to ensure effective tracking and delivery within all financial measures and portfolio constraints."
- Agree on portfolio requirements planning forward, create and manage a demand budget and drive service portfolio roadmap for the business service line.
- Align IT service Portfolio setup and delivery to strategic business service line goals.
- Measure and analyse the service demands of business service line customers and end users, work with IT operational groups and group peers to improve service delivery and service experience.
- Run analyses on inbound incidents and requests opened by business service line.
- Develop and maintain a portfolio resource plan to monitor resource capacity and utilization.
- Establish and foster relationships with all partners and relevant stakeholders including the IT leadership, business service line, finance, business partners, and customers.
- Lead and optimize the business service line journey and experience with IT Digital Operations. Provide feedback, and when necessary, escalate service and/or process-related issues and key development needs to the appropriate departments.
- Prepare and communicate business and/or technology alignment plans to the IT Digital Operations, business service line, and other stakeholders.
- Remain up to date with the current and emerging industry trends and best practices.
- Evaluate and communicate risks associated with investments and purchases related to service management.
- Collaborate with business service line, technical teams, and Finance Business Partner to prepare business-case justifications and cost-benefit analyses for new service management initiatives and purchases.
- Update and coordinate with IT Digital Operations Leadership on service portfolio planning, status, performance, prioritization, funding, and approval.
To be successful in the role, you will ideally have:
- This position requires strong communications skills and customer service experience along with strong problem management skills. The qualified applicant must have the ability to work with technical groups as well as business representatives at all levels within the organization.
- A Bachelors degree (B.S.) from a four-year college or equivalent knowledge in the IT industry.
- ITIL Certification is a requirement.
- Some travel and the ability to work flexible hours, including some weekends, may be required.
- Ability to read, analyse and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from the staff.
- Excellent skills in business English, verbal and written.
- Negotiation and influencing skills.
Benefits of Working in ICON:
Our success depends on the knowledge, capabilities and quality of our people. That’s why we are committed to developing our employees in a continuous learning culture – one where we challenge you with engaging work and where every experience adds to your professional development.
At ICON, our focus is to provide you with a comprehensive and competitive total reward package that comprises, not only an excellent level of base pay, but also a wide range of variable pay and recognition programs. In addition, our best in class employee benefits, supportive policies and wellbeing initiatives are tailored to support you and your family at all stages of your career - both now, and into the future.
ICON, including subsidiaries, is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know through the form below.
