Site IT Manager - Rockville

The purpose of the Site IT Technical Manager role is to lead or support a local small team of skilled & specialist IT professionals who will deliver and actively drive improvements for the IT infrastructure, tools and services that directly support the workforce across their site. 

The role will have an in-depth understanding of ETS technologies and services as well as the delivery organisation, their operations, SPOC and engagement ways of working.  In liaison with Site IT Technical Lead and service capability owners they will document the technical landscape of the site ensuring its current and future performance will meet business need. 

They will document the workforce requirements to enable effective delivery of premier services including a thorough appreciation of the impact from IT on business-critical activities for their site, including CMDB data.  They will represent Site IT Technical team via a network of site partners and site Leadership Team.  Where relevant they will have support or be responsible for consistent delivery of AskIT, Onsite & VIP services for their site.  Where relevant they will have support or be responsible for consistent delivery of OCS Specialist Services directly aligned to the overall Operations IT & Onsite service strategies.  They will be responsible for the proactive engagement and adoption of technologies by the local workforce and distribution of relevant communication and training in liaison with Service Owners/providers.  They may lead other locally sourced or specific services for their site and will ensure management of local contracts.  They will ensure local IT team in their site/remit is fully informed and engaged regularly to support a globally consistent approach to services.

Key Accountabilities & Responsibilities

Service Delivery, Performance & Exploitation:

• Responsiblefor the highest levels of user experience and satisfaction for all services delivered to their site including new service introductions.  Work with required teams and Service Improvement Lead on Site SIPs as required to increase satisfaction and Pulse scores.

• Responsible for proactively leading expectations and enabling colleagues to exploit our services at a site level through communication, education and awareness, referral to specific services that underpin delivery including Service Levels and demonstrating effective core IT processes.

• Responsible for service performance levels attainment of locally owned services, usingstandardized dashboards and visual performance management techniques to see daily, weekly and monthly service attainment, risks and issues and linkage to service improvement plans.

• Responsible for driving service standards, engagement with global processes and ensuring local infrastructure is lifecycle managed in liaison with any local Site/Marketing Company/Commercial Business function.

• Operate a high level of knowledge of key ITSM toolset and processes, performance measurement platforms and reporting capabilities ensure they are understood, utilised and support daily run of service across the team.

• Acts as a partner concern point for high-priority service issues relevant to their site and support the resolution of issues working with the Command Centre, Owners and business aligned BTGs, attendance at bridge calls.

• **Responsible for the delivery of OCS specialist services in full liaison with Operations IT strategy for lab technology and equipment.  Daily run of OCS services to a set of global standards and operating procedures ensures the service delivered is globally consistent for the site.

• **Responsible for the delivery of AskIT, Onsite & VIP services as OneIT with the Service Experience team aligned to global strategy, a set of global standards and operating procedures ensuring the services delivered at the site are globally consistent.

• **Oversee/manage lifecycle management of local infrastructure working closely relevant ETS Tower on the currency of servers at the site to ensure resilience and minimise business risk.  

• Support the delivery of asset build/provision services in the site working closely with Direct Channels Lead for relationship with the service delivery partner.

• Support project planning and delivery for site impact and change.  Assist with requirements gathering, impact assessment, project planning and ultimate delivery into a site, calling out appropriate specialized needs and/or resources.

• Support project delivery of any site footprint changes, including site expansions or reductions and put demand into delivery organisation.

• Ensure IT is carried out in a compliant manner in the site, including asset management, SOx, GxP and IT security, internal and external assurance activities are implemented, and outputs actioned.  Implement global/direct controls and influencing non IT personnel appropriately.  

• Partner with IT Quality Management & IT Security experts to ensure input of specialist knowledge for compliance aligned with regulatory requirements, customer expectations and IT strategy.

• Champion the use of ETS technology and service catalogue adoption across the site and avoid duplicate or parallel technologies/services introduced locally.

Service Innovation:

• Find opportunities to automate, consolidate or rationalise IT service delivery in the site in agreement Site IT Technical Lead and then with service owners.

• Support the Remote Channels Lead to ensure IT Remote Service Channels are developed, promoted, adopted and content is enriched for local use in local language in the site. 

• Work with broad IT community to have a detailed understanding of site roadmap activities and service innovations/new features to support deployment in the site.

• Identify and discuss opportunities to bring non ETS supported Infrastructure & devices to global ETS standards & support scope, e.g. backups, servers, DB’s, networks, end user devices etc. working closely with Site IT Technical Lead.

• Responsible for driving a culture of self-service and use of global workflows to drive further efficiencies across the site.

Leadership & Relationship Management:

• Build strong relationships with key partners to ensure our technologies, services and the way we deliver them meet customer needs now and in the future.  Represent ETS as required on local leadership teams.

• Manage/support technology partners effectively where local agreements exist to ensure AZ is getting elite levels of service, benefiting from innovation and continuously improving delivery.

• Be part of a strong local technical team focused on colleague centricity and relationship management, attention to detail, ‘right from me’ demeanor and takes end-to-end ownership, convey technical into business process. Continuous learning and training approach.

• Be a key member of local IT Technical Team to ensure you have input to overall service strategy through Lead or Director roles.  Conversely ensuring the depth and breadth of the GS&E team responsibilities is understood by all roles in a site and they know who to go to for help.

Function / Team / Location

• The Site IT Technical Manager will be a member of the Regional IT Technical Team and reports to the **Regional IT Technical Lead or **Regional IT Technical Director

• **Direct Line Management but may also support/coach others through matrix structure in ETS. 

• **Role may have 1 site or multiple small-medium sites they are responsible for.

Essential Skills & Experience required:

A minimum of seven (7) years of relevant experience is required.

A minimum of a Bachelor's degree is required.  

A passion for delivering extraordinary service continually challenging in pursuit of the user experience and aiming for improvement performance.

Experience in a Service Manager role, with a consistent track record of owning, being accountable and running an IT Service/Platform/Tools in medium-large organisation. 

Fluent in English written and spoken, second language beneficial but not essential.  

Solid experience in the Bio/Pharma or Retail industry for service

• Solid experience of service delivery and exploitation

• Deep technical understanding across a range of technologies/domains.

• Superb communication and engagement skills and a proven relationship management professional

Strong stakeholder skills to manage local negotiations, expectations and resolutions. 

Strong influencing, networking and team working skills 

• Solid experience working in a standards/governed/compliant environment

Strong working knowledge of ServiceNow ITSM Toolset or similar.

**Demonstrable experience handling local vendors, contracts, renewals, RFP activities.

**Leader and great teammate – sets example for team or coaches others, effective collaboration across your region with your peers.

**Experience managing, developing teams with an open, honest, accountable and collaborative team environment.

** dependent upon site location, team and breadth of service and business functions on the site.

The annual base pay (or hourly rate of compensation) for this position ranges from $123,678.40 to $185,517.60  either as a salary as the hourly rate (annual salary divided by 2080 hours)]. Hourly and salaried non-exempt employees will also be paid overtime pay when working qualifying overtime hours. Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.  In addition, our positions offer a short-term incentive bonus opportunity; eligibility to participate in our equity-based long-term incentive program (salaried roles), to receive a retirement contribution (hourly roles), and commission payment eligibility (sales roles). Benefits offered included a qualified retirement program [401(k) plan]; paid vacation and holidays; paid leaves; and, health benefits including medical, prescription drug, dental, and vision coverage in accordance with the terms and conditions of the applicable plans. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.