Manager of IT Services & Advanced App Support

Employment Type

: Full-Time


: Information Technology

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Job SummaryAs a key member of the IT Operations leadership team, reporting to the VP of IT Operations, the Manager of IT Services & Advanced App Support manages an organization of five advanced IT teams (approximately 45 IT professionals) located throughout the globe with a large portion of the roles located in our Global Business Centers. The top priority is to prevent service disruption to critical systems, while enabling the fast growth of our Life Sciences company. A key success factor is maintaining strong relationships and a positive attitude with both business leaders and IT leaders; influencing their understanding of IT Operations and ensuring our IT services align with their business needs.MAJOR JOB DUTIES AND RESPONSIBILITIES Manage the IT Service Management team as they deliver controlled ITIL based services to the entire IT Organization in the areas of Change Management, Configuration Management, Problem Management, SLA/KPI Management, Knowledge Management and ServiceNow administration.Manage the IT Operations Center team as they deliver 24x7 Monitoring Services, maintain IT Operations Key Performance Indicator metrics, perform Global Event Response Management, address SOX Compliance, and drive End of Life adherence. Manage the Advanced Application Support team as one branch delivers level two support services for our enterprise applications as well as standardized job scheduling, and as the other branch delivers level two support for our internal (IT for IT) applications. Level two support includes production code deployment, configuration changes, data updates, troubleshooting outage and performance issues, as well as other functions.Manage the Service Introduction & Optimization team as they coordinate the IT Service Catalog, take in new service requests, and produce show-back costs for business consumption of IT.As part of Problem Management, oversee root cause analysis, lessons learned, track and close corrective and preventive measures.Measure and report SLA monthly actuals for various Tier I service providers via monthly scorecards and propose recommendations to improve service levels. Manage the specialty Warehouse Application Management team as they deliver specialized level two application support for our warehouse management system and specialized printer configurations.Oversee the IT Change Approver Board. Play a key role in approval/challenge/denial of high risk changes, expedited changes and overall change quality reviews. Control release coordination and increase visibility of the release windows.Perform workload and resource management, conduct and oversee regular and annual personnel reviews, conduct interviews as necessary.Conduct daily reviews of metrics on open L2 incidents & tasks. Take a lead role in customer satisfaction discussions with business leaders.Maintain team performance metrics, produce reports and track work items.Oversee a portfolio of internal strategic initiatives year-over-year.Oversee and guide the creation and documentation of internal policies, procedures and institutional knowledge.Manage the service introduction relationship between QA/Development groups and IT Operations.Perform other duties as assigned.QUALIFICATION (Education/Training, Experience and Certifications)BS in Computer Science, Information Systems, related degree, or equivalent experience is required.Three years leadership experience required.Five years of experience with change management required.Strong understanding of ITIL practices is required, ITIL certification is highly preferred.SAP Basis management and SAP HANA experience is a plus.Enterprise leadership experience is a plus.Industry experience in pharma, life sciences, warehouse and/or manufacturing is a plus.Experience with agile development is a plus.DISCLAIMER:The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.Avantor is proud to be an equal opportunity employer.EEO StatementWe are an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law. If you need a reasonable accommodation for any part of the employment process, please contact us by email at and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.For more information about our commitment to equal employment opportunity, please Privacy Policy(Links to (1) EEO is the Law poster and any supplements, (2) pay transparency nondiscrimination statement, and (3) if desired, Company EEO/AA StatementFull time
Associated topics: chief program officer, cpo, manage, manager, management, monitor, product manager, project manager, relationship manager, task

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