Deskside, Field and Executive Support Manager Job

DESKSIDE, FIELD AND EXECUTIVE SUPPORT MANAGER needed for a CONTRACT opportunity with Yoh's client located in Wayne, PA.

THE BIG PICTURE - TOP SKILLS YOU SHOULD POSSESS:

- Infrastructure Services
- ITIL service management framework

WHAT YOU'LL BE DOING:

- IT service desk for field-based personnel
- Deskside, depot and dispatch support services
- IT-related collaboration (including conferencing) services
- Executive support services:
- Direct an integrated team of service managers and service professional to develop, deliver and operate deskside, field and executive support services which meet or exceed established service levels with a focus on operational excellence and continual improvement. Promote business-focused, cost-effective service across the portfolio of service offerings.
- Working directly with Lead of End User Computing and Head of Infrastructure and Service Management and infrastructure peers, establish EUC service strategies to meet current and anticipated application and business requirements.
- Execute strategies through a well-manage project portfolio. Develop and promote business cases as required.
- Develop, manage and maintain capital and operating expense budgets for all in-scope EUC services including project-related, equipment, support/maintenance and outsourcing costs as well as annual cost savings programs.
- Provide leadership for equipment and service life cycle management across all in-scope service tracks including business case development and presentation to senior IT management.
- Conduct outreach to client groups on service experience/performance and incorporate findings into continual improvement plans; provide periodic performance updates to IT Infrastructure team and IT Business Partners.
- Specific interactions with executive management regarding Executive Technology Support services.

WHAT YOU NEED TO BRING TO THE TABLE:

- Bachelor's Degree in the field of information technology, engineering, computer science and/or business administration.
- At least ten (10) years' progressive experience in Information Technology.
- Five (5) or more years' experience managing the above-named portfolio of infrastructure services across the service operations life cycle.
- Minimum of three (3) years' experience managing large, global outsourced infrastructure services provider and/or managing service delivery teams for a large, global infrastructure services provider.
- Demonstrated mastery of all portfolio-related technologies and service management/delivery processes.
- Accreditation/Certification in ITIL service management framework.
- Experience in running IT services in Pharmaceuticals/Biotechnology industry.
- Demonstrated ability to develop and execute infrastructure life cycle management strategies.
- A self-starter with a track record of successfully leading global service delivery teams.
- Experience managing global infrastructure services through leadership of retained and outsourced teams.
- Demonstrated leadership and technical mastery across all aspects of the infrastructure portfolio listed above.
- Ability to develop strong relationships across infrastructure operations, architecture/engineering and project management to ensure delivery of required services with high-quality outcomes.
- Strong competency in negotiating with infrastructure hardware, software and service providers to optimize value to Information Technology and business clients.
- Demonstrated ability to assess customer/client needs, creatively approach solutions; determine and influence appropriate courses of action.
- A strong communicator at all levels in the organization.
- Experience of managing outsourced providers, the ability to accomplish results through others, particularly by establishing relationships, effective controls and monitoring processes.
- A solid understanding of business and more specifically pharmaceutical business and its unique requirements.

GET HIRED, APPLY NOW!

RECRUITER: Crystall Lane

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer, M/F/D/V. Click here to contact us if you are an individual with a disability and require accommodation in the application process.

J2W: INFOTECH

Tax Term: CON_W2J2WBRPHIL

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Branch: IT & Telecom