IT Service Delivery Manager (Performance, Alerting & Observability)
Regeneron Pharmaceuticals
- Limerick
- Permanent
- Full-time
- Being responsible for the Management of Service Providers, for quality of Service
- Being responsible for ensuring the highest level of service availability and efficiency as benchmarked against industry standards and consistent with enterprise goals and constraints
- Maintaining high performing operational service support functions for support of operational “Run” activities for the Global IT Organization
- Responsible for compliance, security, and effective delivery of Services throughout the business.
- As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review
- Monitoring, controlling and supporting service delivery; ensuring systems, methodologies and procedures are in place and followed
- Championing Service and Support in Operational projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
- Be accountable for the quality of the end-to-end service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
- Driving internal and third-party service review meetings covering performance, service improvements, quality, and processes
- Making recommendations for Service Improvement Plans and ensuring actions are followed through to completion in a timely manner
- Working with internal and third-party teams to ensure actions are taken and completed to protect and improve services
- Providing regular and accurate management reporting on IT Service performance
- Staff Management including recruitment, mentoring, training, target setting and performance assessment
- Being an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between department
- Excellent customer facing/customer service skills
- Strong leadership skills. Able to lead by example
- Strong experience in Infrastructure Operations, especially in a highly regulated manufacturing and automation environments
- Strong experience with Splunk, SolarWinds, SolarWinds DBA, Imperva, and vROps or equivalent tools required
- Strong GxP experience and proven experience of managing in highly regulated environments required
- Deep experience of ITIL disciplines, Capacity Management, Reporting, and Infrastructure Monitoring. Deep experience with GAMP 5 operational controls
- Experience of managing service contracts, from a service and financial perspective
- Experience in Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
- Experience of Data Center Infrastructure technologies including but not limited to: Server OS, Virtualization, Storage, Backup, and disaster recovery/business continuity
- Experience with operating system (Microsoft Windows & Linux) Citrix
- Problem determination (experience in root cause analysis) and problem resolution skills
- Hands-on experience of formal outsourcing processes and methodologies
- Ability to work with Service Providers to ensure effective operations and agreed upon service levels
- Demonstrated experience in Transition Management of services to Operations
- Experience in managing 3rd parties and 3rd party delivered services
- Experience in managing staff as related to the delivery of the service
- Demonstrated ability to assess customer needs, creatively approach solutions, and decide and influence appropriate courses of action
- Ability to work with global team and utilize global best practices for service delivery
- Able to demonstrate a high degree of flexibility including shift and out of hours working
- Excellent organizational skills
- Strong written and verbal communication skills.
- Proven analytical, evaluative, and problem-solving abilities.
- Associate Manager: 6+ years of experience, including 4 + years of management experience and a minimum of 2 years’ experience in an FDA or similarly regulated environment
- Manager: 7 years of experience, including 5 + years of management experience and a minimum of 3 years’ experience in an FDA or similarly regulated environment
- May consider experience in lieu of education; level decided upon completion of an interview process
- Management and delivery experience required including management of a diverse technical team. Experiencing managing vendors and managed services.
- Experience in developing and deploying SLA's, Metrics and other best practices as well as having successfully implemented ITIL practices into an organization.
- Experience with Business Continuity and Disaster Recovery planning.
- Strong background in Microsoft OS in particular Server and GPO elements.
- Strong understanding of Data Integrity and associated tools.