Service Manager, Digital & Information Technology

Miami, FL, United States
May 26, 2021
Required Education
Bachelors Degree
Position Type
Full time

Santen is a specialized pharmaceutical company with a 130-year heritage focused exclusively on ophthalmology. With sales in over 60 countries, Santen’s 4,000 global employees work to deliver life-changing therapies that make hope a reality for people facing vision impairment and loss. Santen Inc., located in Emeryville, CA (North America HQ), contributes important research & development and commercialization efforts. This office is home to about half of our 300-total staff in North America, including our Toronto, Canada site and our recent acquisitions of Eyevance Pharmaceuticals (Fort Worth, TX) and InnFocus (Miami, FL).

We are in search of top talent to help us meet our important goals and large growth plans.


This position is responsible for overseeing the planning, development, implementation, maintenance, daily operations, and enabling manufacturing business areas in our location in Miami, FL. In addition, this individual is expected to be onsite in the manufacturing facility. This role reports directly to the Associate Director of North American Infrastructure.

This position will serve as a hands-on IT technical owner and key IT contact with the manufacturing unit. This role contributes to the North America Infrastructure team’s regional projects and key transformation areas. IT Infrastructure covers all systems, servers, local area network (LAN), wide area network (WAN), telephony system (MSFT Teams), IT security and firewall support (Palo Alto), and end-user devices (laptops, iPhones, iPads, RF scanners). This role will continuously identify areas of improvement of services at the Miami site and propose appropriate actions to management to achieve the goals defined. In addition, this role supports Enterprise Business Applications and acts as the primary local IT contact to initiate support for applications like SAP, quality validated systems, and third-party manufacturing systems (IoT devices), which support the manufacturing environment. This position is also responsible for contributing to the evaluation of new technologies like SD-WAN, SASE security, and integration strategy to implement a solid infrastructure solution for the rapid growth and expansion of our manufacturing environment. This role participates in application implementation projects.

This position requires project management experience and a successful track record in delivering a number of projects in parallel. In addition, this position will work closely with Business/IT stakeholders and external partners for the smooth execution of projects.

  • Oversee and provide technical and functional guidance/expertise to end users on a variety of complex technical matters, including infrastructure, initiate application support, integrations, upgrades, maintenance, and reporting.
  • Partner with the business unit to understand their operations, define their requirements and formulate IT standard solutions.
  • Oversee network, wireless and Unified Communications environment at the local site and its performance.
  • Oversee internal service providers in the manufacturing plant and related systems, including establishing and monitoring service level for the operation of systems.
  • Apply the ITIL principles to the activities to leverage best-established practices and have standard approach.
  • Implement relevant IT policies and procedures, including service provisioning.
  • Collaborate with regional and global stakeholders to enable Santen North America to achieve its goals and objectives through the effective use of Infrastructure and related systems.
  • Assist in IT strategic planning processes and collaboratively develop plans and roadmaps to address organizational needs and goals.
  • Manages projects by creating timelines, adhering to budget, executing, and delivering on time.
  • Collaborate in the enterprise business application deployment and business application support initiatives.


Core competencies, education, and experience.
  • BS/BA degree or equivalent experience in Information Systems, Computer Science, or related field.
  • Minimum of 6 years of progressive experience in implementing/supporting infrastructure systems and business processes.
  • Minimum of 3 years of managing business relations and project implementation.
  • Broad knowledge and perspectives on IT infrastructure, consisting of a variety of technical components (network, windows systems, workstations, cloud-based infrastructure, etc.).
  • Documentation and presentation skills that are convincing for management.
  • Fundamental knowledge of information / IT Security.
  • Prior experience in GxP / FDA regulated environment.
  • Demonstrates initiative and ownership.
  • Detailed-oriented with advanced analytical skills and the ability to think strategically.
  • Promotes collaborative work environment—the ability to leverage organizational culture and project historical data to deliver projects successfully.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • ITIL Certification a plus

On-Premise Work Location: Miami, FL