Associate Director, IT Service Management and Operations

Kyowa Kirin is a fast growing global specialty pharmaceutical company that applies state-of-the-art biotechnologies to discover and deliver novel medicines in four areas of unmet need: oncology, nephrology, immunology and CNS/movement disorders. The North America organization includes three offices (in New Jersey and California) that focus on drug discovery, product development, and commercialization. Together, we work as a close-knit team to understand clinical needs and advance innovations that can have a profound impact on patient lives.

Summary:

The Associate Director of IT Service Management provides leadership for the service component of central IT. This position is a combination of technical skills and management to ensure IT services support the business throughout the service’s lifecycle. This position will be responsible for championing best practices and managing a team for the development of service management processes based on ITSM constructs. 

Essential Functions:

•    Responsible for leading in the areas of service transformation, Service Management metrics, and reporting
•    Assist with defining roles and responsibilities for the department
•    Successfully transform the IT organization by delivering best practices supporting Service Management and overall Operations Service Delivery
•    Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge, Management, CMDB, and other IT Service Management processes
•    Participate in building, publishing, and utilizing the service catalog
•    Develop and drive implementation of the service management Tools and Monitoring / Logging strategy and associated business processes across the North American IT organization
•    Oversee MSP process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams
•    Develop performance measures and consistently report metrics to IT Leadership team
•    Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools trend analysis and metrics reporting and through regular engagement with stakeholders
•    Provide direction and goal setting on strategy and operations
•    Provide tactical and strategic recommendations based on ITSM key performance measure
•    Work with Global MSP and all regions to manage ServiceNow for the region
•    Work with MSP to manage staffing levels to meet hours of operation as assigned, to provide coverage during identified support hours. In addition, develop a procedure for on-call staff coverage
•    Develop and maintain a VIP support process and organization 

Requirements:

Education
Bachelors Degree or equivalent work experience

Experience
At least 7 years’ experience in operations and service delivery
At least 5 years’ experience working with a Managed Service Provider

Technical Skills
Proficient in ServiceNow
ITIL or Six Sigma Certified 

KKNA and all of its employees have an obligation to act in accordance with the law and with integrity in all our operations and interactions

It is the policy of Kyowa Kirin North America, Inc. to provide equal employment opportunity to all qualified persons without regard to race, religion, creed, color, pregnancy, sex, age, national origin, disability, genetic trait or predisposition, veteran status, marital status, sexual orientation or affection preference or citizenship status or any other category protected by law.

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