Global Service Delivery Manager
On-site
Full Time
#Technology
#Operations
#ITSM
#ServiceNow
#Project Management
#Vendor Management
#Stakeholder Management
#Management
#Performance Monitoring
#Risk Management
For over 65 years, Simtra BioPharma Solutions has served as a vital partner to pharmaceutical and biotech companies, helping bring essential sterile injectable products to market. As a world-class Contract Development Manufacturing Organization with facilities in Indiana and Germany, we specialize in a wide range of delivery systems, including prefilled syringes, vials, and vaccines. Our work directly impacts patients worldwide, which is why we maintain an unwavering commitment to quality, regulatory standards, and continuous improvement. We pride ourselves on a collaborative approach, acting as a true extension of our clients' teams as we help them innovate and scale life-changing medicines.
Key outcomes
- Direct the 24/7 global IT service desk operations, ensuring high-quality support for our teams in the United States and Germany.
- Manage and optimize core ITSM processes, including incident, request, change, and major incident management.
- Oversee the daily operations and ongoing enhancements of our ServiceNow platform.
- Define and monitor service level agreements to ensure we meet quality, budgetary, and timeframe targets.
- Lead internal IT projects from planning through to successful execution and communication.
- Manage vendor relationships to ensure external services align with our business requirements and cost objectives.
- Serve as a primary stakeholder contact for service-related escalations and strategic discussions.
- Drive continuous improvement initiatives to enhance the efficiency and effectiveness of our IT service delivery.
- Establish and report on key performance indicators to track service trends and operational health.
- Provide mentorship and leadership to our service desk team, fostering a culture of professional growth and excellence.
- Ensure all IT operations remain compliant with security standards and relevant regulatory policies.
Requirements
- A minimum of 8 years of experience in IT service desk and delivery roles.
- At least 5 years of proven experience in a leadership or management capacity.
- A bachelor’s degree in computer science, information technology, or a related field.
- Deep technical proficiency in IT service operations, ITSM tools, and current technology trends.
- Strong analytical skills with the ability to identify trends and make data-driven decisions.
- Demonstrated ability to lead global teams and work effectively with offshore vendors.
- Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels.
- A solid foundation in continuous improvement methodologies and project management.
- Fluency in English.
Preferred qualifications
- ITIL certification is highly preferred.
How to apply
If you are a driven leader looking to make a meaningful impact in the biopharmaceutical industry, we invite you to apply for this full-time, on-site position. Please submit your application through our official career portal to be considered for the role. Simtra BioPharma Solutions is an equal opportunity employer, and we are committed to providing reasonable accommodations to individuals with disabilities throughout the hiring process.
