Operation Lead-IT

Job Description:

Operations Lead Job Description

The ideal candidate will have a broad range of skills that include solid technical expertise with excellent people skills, and is a solid team player.  The supported technologies would range from desktop computing, networking, infrastructure, and phone/video systems, to conference room audio video systems.

Primary Responsibilities:

• Provide leadership and guidance to the IT Operation team, ensuring professionalism and responsiveness, and that the right skillsets are in place
• Oversee the outsourced services to ensure quality of service
• Responsible for IT operations for UK / EU region
• Institute a program of continuous improvement.  Work closely with the vendors and the internal support team to develop SLAs, KPIs and the metrics and benchmarks to measure against
• Identify areas of focus and techniques to improve service quality and reduce the overall number of requests.  Identify opportunities to enable end-users to become more self-sufficient
• Establish strong working relationships across the business and within IT
• Help the other IT teams identify opportunities to improve their service and reliability of systems
• Establish and document policies and procedures relevant to the operations

Governance and Vendor Management:

• Audit Compliance.
• Project Management.
• Familiar with GMP and 21 CFR processes
• Familiar with ISO 27001 Security Standards and enable it in live environment.
• Familiar with ITIL process and ticketing tools.

Qualifications 

• 8+ years IT experience IT operations
• Ability to demonstrate a track record of leading teams
• Strong, diverse technical skills, especially in the areas related to desktop computing and voice & video
• Strong analytic and problem solving skills across a range of technologies such as MS Windows, Linux, and a solid working knowledge of Microsoft Office
• Experience managing/leading teams
• Excellent communication, interpersonal, and leadership skills
• Ability to work effectively under pressure and to tight deadlines
• Willingness to take ownership and accountability
• Experience with Pharma industry is desirable
• Experience with computer system validation (CSV) processes
• ITIL certification, MCSA, other relevant certifications, and a working knowledge of ITSM tools are each strong pluses