Manager IT Operations

Rensselaer, New York, US
Sep 15, 2018
Required Education
Bachelors Degree
Position Type
Full time
Known for its scientific and operational excellence, Regeneron is a leading science-based biopharmaceutical company that discovers, invents, develops, manufactures, and commercializes medicines for the treatment of serious medical conditions. Regeneron commercializes medicines for eye diseases, high LDL-cholesterol, atopic dermatitis and a rare inflammatory condition and has product candidates in development in other areas of high unmet medical need, including rheumatoid arthritis, asthma, pain, cancer and infectious diseases.

The Manager IT Operations (Service Delivery) oversees several key functions within the IT department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard. Position is responsible to ensure that value is achieved as anticipated from the outsourced relationships under management, typically within a domain or service area. Ensures that the overall services as expressed in the Statement of Work and related exhibits, and the service levels for outsourced services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the Service Provider are minimized.

Essential Duties and Responsibilities include, but are not limited to, the following:

• Responsible for the Management of Service Providers, for quality of Service,

• Responsible for ensuring the highest level of service availability and efficiency as benchmarked against industry standards and consistent with enterprise goals and constraints.

• Maintains high performing operational service support functions for support of operational "Run" activities for the IOPS business.

• Responsible for compliance, security and effective delivery of Services throughout the business.

• As owner of the escalation process, the IT Operations Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review

• Monitors, controls and supports service delivery; ensuring systems, methodologies and procedures are in place and followed

• Champions Service and Support in Operational projects and develops a strong understanding of projects impacting service areas and ensuring service impact is minimized

• Accountable for the quality of the end to end service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

• Drives internal and third-party service review meetings covering performance, service improvements, quality and processes

• Makes recommendations for Service Improvement Plans and ensures actions are followed through to completion in a timely manner

• Works with internal and third-party teams to ensure actions are taken and completed to protect and improve services

• Provides regular and accurate management reporting on IT Service performance

• Staff Management including recruitment, mentoring, training, target setting and performance assessment

• Acts as an ambassador for IT, working across the business to provide effective communication on IT matters and builds relationships with other teams to ensure effective dialogue between departments

Knowledge and Skills:

• Excellent knowledge of the specific service discipline (i.e. Data center, Cloud, Network, Client Services etc.)

• Problem determination (experience in root cause analysis) and problem resolution skills

• Hands-on experience of formal outsourcing processes and methodologies

• Demonstrated ability to assess customer needs, creatively approach solutions, and decide and influence appropriate courses of action.

• Ability to work with Service Providers to ensure effective operations and agreed upon service levels

• Proven negotiation and influencing skills

• Experience managing 3rd parties and 3rd party delivered services

• Experience managing staff related to the delivery of the service

• Strong leadership and people management skills

• Excellent customer facing/customer service skills

• Ability to work with global team and utilize global best practices for service delivery

• Able to demonstrate a high degree of flexibility including shift and out of hours working

• Excellent organizational skills

• Proven analytical, evaluative, and problem-solving abilities

• Strong written and verbal communication skills

Education and Experience:

• Bachelor's degree required, preferably in the field of computer science, information systems, or computer engineering

• Requires 8+ years of experience delivering IT services to business or consumers with a minimum of 5 years of relevant work experience of large scale outsourced managed services

• Experience managing service contracts, from a service and financial perspective required

• Strong GxP experience and proven experience managing in highly regulated environments required

• Service Management or support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

• Deep experience with ITIL disciplines

• Experience with operating systems (Microsoft Windows & Linux) Citrix, Data Domain, VMAX

• Experience with monitoring tools such as Splunk

* Title level (Associate Manager, Manager, Senior Manager) will be determined based on skills and experience relevant to the role.

This is an opportunity to join our select team that is already leading the way in the Pharmaceutical/Biotech industry. Apply today and learn more about Regeneron's unwavering commitment to combining good science & good business.

To all agencies: Please, no phone calls or emails to any employee of Regeneron about this opening. All resumes submitted by search firms/employment agencies to any employee at Regeneron via-email, the internet or in any form and/or method will be deemed the sole property of Regeneron, unless such search firms/employment agencies were engaged by Regeneron for this position and a valid agreement with Regeneron is in place. In the event a candidate who was submitted outside of the Regeneron agency engagement process is hired, no fee or payment of any kind will be paid.

Regeneron is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law. #LI-DR1