Associate Director, Global Discovery Operations Lead
5 days ago
SKG Consulting is seeking an experienced Associate Director, Global Discovery Operations Lead to join our team. This critical role will be responsible for providing exceptional user experience through stable, consistent, and compliant operations and support.
Key Responsibilities- Oversee the global R&D Discovery IT Operations team to ensure the best user experience for a suite of critical, domain-specific services and enterprise IT systems.
- Lead the definition of the overall service engineering, delivery, management, and support models.
- Collaborate with SaaS vendors to establish a support process that aligns with business expectations and contractual obligations.
- Collaborate with IT BRM and business stakeholders in overseeing service performance provided by SaaS vendors, against SLAs.
- Responsible for effective lifecycle management for complete portfolio dependencies, including hardware, software, and service agreements.
- Lead global management of laboratory systems, delivering consistent services as a foundation for multi-site delivery of effective and proactive lifecycle management and support.
- Oversee vendor management, ensuring effective management of specialized hardware and software assets, services, and support.
- Define delivery and operational policy, ensuring consistent multi-site operations in support of critical discovery process.
- Manage teams providing global Level 2 and Level 3 support, measuring team and individual performance.
- Ensure the support team is given adequate training on new systems and technology.
- Ensure the support team is trained and in compliance with the IT Change Control process.
- Collaborate with IT regional organizations in coming up with a process that aligns with global business process and local requirements.
- BA Degree in computer science, information science, management information systems, business administration, or equivalent experience.
- Leading and managing onshore and offshore teams.
- Supporting R&D Applications and Lab Computing systems delivery and support in a cloud-centric environment, preferably in AWS.
- Strong understanding of the overall R&D business process and familiarity with key pre-clinical discovery business functions.
- Extensive application support experience within the applicable functional business area.
- Ability to dissect root cause of issues creating the best solution for the company, considering quality, cost, and speed requirements.
- Self-starter, driven, and ability to come up to speed quickly in a dynamic and fast-paced environment.
- Strong relationship management skills and a focus on cross-functional collaboration and customer service.
- Experience in managing application/system changes in accordance with cGxP policies would be a benefit but is not required.
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