Global IT Service Desk Manager

For over 65 years, pharmaceutical and biotech companies have partnered with Simtra BioPharma Solutions (Simtra) to bring their sterile injectable products to market.

Simtra is a world-class Contract Development Manufacturing Organization with facilities in Indiana, US and Halle/Westfalen, Germany. We offer a wide-range of delivery systems including prefilled-syringes, liquid/lyophilized vials, diluents for reconstitution, powder-filled vials, and sterile crystallization. Our product types include biologics and small molecules, cytotoxics, highly potent compounds, diluents for reconstitution and vaccines – which are all directly injected into patients worldwide. As such, at Simtra, there is a strong emphasis on quality and continuous improvement. We hold ourselves to the highest quality and regulatory standards.

While our primary focus is cGMP manufacturing, we offer many support services including formulation and development, lyophilization optimization, global regulatory support, and secondary packaging.

In addition to unmatched expertise and experience, we offer a uniquely collaborative approach. Clients look to Simtra as an extension of their own companies.

It is very rewarding industry to work in. Our teams are driven to help clients scale, innovate, and bring-life changing medicines to patients worldwide.

Your role at Simtra BioPharma Solutions

As the Senior Global Service Desk and Delivery Manager, you will be responsible for ensuring the smooth delivery and improvement of our services and support and drive timely and high-quality outcomes. This role involves managing the 24/7 day-to-day IT operations of the service desk, developing, and implementing service delivery strategies, and driving continuous improvement initiatives.

What You’ll Do

• Oversee IT Service Delivery: Manage and coordinate the delivery of IT services and processes, ensuring compliance with service level agreements (SLAs) and achieving high levels of customer satisfaction. This includes Major Incident, Incident, Requests, Knowledge, Change and other ITSM processes.
• ITSM Tool Management: Responsible for the day-to-day operations, improvements, and enhancements of ServiceNow.
• Service Level Management: Define, monitor, and report on SLAs, ensuring that services are delivered within agreed-upon timeframes, quality standards, and budgetary constraints.
• Project Management: Manage and drive the execution of IT internal projects and initiatives, including project planning and communications through completion.
• Vendor Management: Collaborate with vendors and external service providers to ensure the delivery of contracted services meets expectations, drive down costs, and aligns with business requirements.
• Stakeholder Management: Establish and maintain effective relationships with internal teams, clients, and vendors, acting as a primary point of contact for service-related discussions and escalations.
• Service Desk Management: Lead and supervise a team of service desk professionals, ensuring timely and high-quality service delivery to all stakeholders. Monitor service desk performance metrics, resolve complex issues, and provide guidance on incident resolution and escalation procedures.
• Global Support - managing and leading the global support of Simtra BPS, which includes our factories, and offices in the US and Germany.
• Service Improvement: Identify areas for service improvement and drive initiatives to enhance service quality, efficiency, and effectiveness. Regularly review and optimize IT service delivery processes and procedures.
• Performance Monitoring and Reporting: Establish key performance indicators (KPIs) and metrics to measure IT service delivery performance. Produce regular reports on service performance, trends, and improvement opportunities.
• Team Leadership and Development: Provide guidance, coaching, and mentorship to the IT service delivery team. Foster a positive work environment and promote continuous learning and professional development.
• Compliance and Risk Management: Ensure IT service delivery adheres to relevant policies, regulations, and security standards. Identify and mitigate potential risks to service delivery and business operations.
  
  

What You’ll Bring

• Minimum of 8 years of IT Experience in Service Desk and Delivery roles, including 5+ years of leadership and management experience.
• Bachelor’s degree in computer science, Information Technology, or a related field. ITIL Certification is highly preferred.
• Leadership Skills: proven ability to lead and develop a global team, work with offshore vendors. Ability to manage multiple projects and initiatives simultaneously and prioritize and delegate to drive tasks to completion.
• Technical Proficiency: Deep understanding of IT Service Operations, ITSM Tools, and current IT Technologies and trends.
• Excellent problem-solving abilities with a keen attention to detail. An analytical mindset capable of identifying trends, analyzing data, and making informed decisions to enhance user satisfaction and business processes.
• Strong communication and interpersonal skills, able to effectively interact with and influence stakeholders at all levels. Demonstrated ability to lead collaborative initiatives, train users, and promote a culture of continuous learning and excellence.
• A solid foundation in continuous improvement methodologies with a demonstrated commitment to staying current with technology trends and best practices. Experience with project management and business analysis.
  
  

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