IT Services Manager

Job Description:


About the Company
Our client is a publicly traded, global biopharmaceutical company headquartered in New Jersey.
Since its founding in 2002, the company has grown from a generics startup to a leading pharmaceutical organization with over 8,000 employees.
They are committed to innovation, quality, and community impact, offering more than 280 products across Generics, Specialty Branded Drugs, Biosimilars, and Institutional Injectables.



Position Overview
The IT Services & Infrastructure Operations Delivery Manager will be responsible for the efficient and reliable delivery of IT services across infrastructure operations. This role requires a strong leader who can manage incident response, escalations, service delivery performance, and continuous improvement efforts in collaboration with cross-functional teams.



Key Responsibilities:
IT Service Management
Develop and maintain ITSM frameworks aligned with industry standards (e.g., ITIL).
Define and manage SLAs, OLAs, and KPIs for service performance.
Oversee IT Change, Incident, and Problem Management processes.



Process Improvement & Optimization
Identify and implement automation opportunities and operational best practices.
Perform root cause analysis and lead corrective process changes.
Standardize, optimize, and document infrastructure procedures.



Infrastructure Operations
Manage day-to-day IT infrastructure operations, ensuring system availability and scalability.
Monitor performance, conduct system audits, and perform scheduled maintenance.
Collaborate closely with engineering, security, and enterprise architecture teams.



Escalation Management
Serve as the primary escalation point for complex IT issues.
Develop, enforce, and refine escalation protocols.
Lead root cause analysis for recurring issues to minimize future incidents.



Support Delivery Management
Oversee multi-tiered IT support teams to ensure high-quality service delivery.
Monitor and improve support team performance through KPIs and continuous improvement programs.
Generate and present detailed reports on support operations and trends.