Manager, Production Operations - Clinical Research Organization

At ICON, it’s our people that set us apart. Our diverse teams enable us to become a better partner to our customers and help us to fulfil our mission to advance and improve patients’ lives.

Our ‘Own It’ culture is driven by four key values that bring us together as individuals and set us apart as an organisation: Accountability & Delivery, Collaboration, Partnership and Integrity. We want to be the Clinical Research Organisation that delivers excellence to our clients and to patients at every touch-point. In short, to be the partner of choice in drug development.

That’s our vision. We’re driven by it. And we need talented people who share it.
If you’re as driven as we are, join us. You’ll be working in a dynamic and supportive environment, with some of the brightest and the friendliest people in the sector, and you’ll be helping shape an industry.

Manager, Production Operations

Role Focus: To manage the Interactive Technology Support Services, individual projects and staff in a manner that ensures high quality customer service and achieves successful client partnerships. Recognize, exemplify, and adhere to ICON's values which center around our commitment to People, Clients and Performance.

Core Role Responsibilities

People Management
• Manage all staff under his/her jurisdiction.

• Develop onboarding and training plans. Ensure all necessary training is provided to his/her staff. Maintain documentation of training as appropriate.

• Manage workload, monitor quality, and ensure continuous performance and service improvement.

• Work on succession planning and actively develop talents.

• Participate in recruitment activities.

Service Management

 • Ensure that the Interactive Technology Support Services are delivered according to agreements, within SLA/OLAs and with high quality

• Monitor incoming volumes, analyze trends, and participate in forecasting activities.

• Develop metrics and deliver service level reporting to internal and external stakeholders

• Encourage continuous process and knowledge management. Suggest and implement process improvements. Collaborate with other department managers on streamlining processes.

Project Management

• Act as SME/Project Manager in individual projects. Manage budgets, partner with clients, and collaborate with internal liaisons to successfully implement projects, manage their budgets and ensure high quality service delivery.

•  Keep senior management informed of project status in relation to both quality and timelines.

Other

• Liaise with other managers/directors to improve the effectiveness of the organization.
• Maintain confidentiality of management information as appropriate.
• Participate in business development activities as appropriate.

• Participate in audit activities.

• Participate in complaints management.
• Other duties and responsibilities as assigned

• Travel (approximately 35%) domestic and/or international

Successful Candidates

People Leaders

Strong attention to detail and organizational skills

Self-driven and good motivator

IRT knowledge is a plus

With 2+ years of experience in a supervisory or management role

Strong communication, planning, decision-making, negotiation, conflict management and time management skills

Benefits of Working in ICON:

Our success depends on the quality of our people. That’s why we’ve made it a priority to build a culture that rewards high performance and nurtures talent.

We offer very competitive salary packages. And to keep them competitive, we regularly benchmark them against our competitors. Our annual bonuses reflect delivery of performance goals – both ours and yours.

We also provide a range of health-related benefits to employees and their families and offer competitive retirement plans – and related benefits such as life assurance – so you can save and plan with confidence for the years ahead.
But beyond the competitive salaries and comprehensive benefits, you’ll benefit from an environment where you are encouraged to fulfil your sense of purpose and drive lasting change.

ICON 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.

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