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Customer Service and Operations Lead
2 months ago
Clinigen is a rapidly growing global specialty pharmaceutical and services company with a unique combination of businesses.
Our divisions operate in a complex global regulatory environment and ensure that vital medicines are delivered securely on time and wherever they are needed in the world.
We are currently 1,100 people headquartered in the UK with global offices in the US, EU, JAPAC, and South Africa.
We are seeking a people-centric, driven, and hands-on Service Management Lead to join our Global Operations team, leading six highly skilled individuals based in the UK, US, and EU.
You will be responsible for overseeing service management processes alongside internal and external teams to ensure the effective and efficient delivery of IT services.
This role involves coordinating with internal and external teams to manage and improve IT service delivery, ensure compliance with service level agreements (SLAs), and drive continuous improvement initiatives while maintaining high levels of customer satisfaction and operational excellence.
Key Responsibilities:- Lead the implementation and management of ITIL-based service management processes in conjunction with functional Leads
- Apply modern standards and practices, taking responsibility for coaching and guiding others
- Ensure all IT services are delivered in accordance with SLAs and KPIs
- Monitor, report, and review the performance of IT services, making recommendations for improvement
- Responsible for management and reporting of vendor performance
- Ensure regular review and reporting of service performance against SLAs
- Monitor and drive ticket resolution performance
- Identify improvements and cost efficiencies through ticket analysis
- Identify opportunities for process improvements and drive initiatives to enhance service quality and efficiency
- Implement and promote best practices in service management
- Bachelor's degree in Information Technology, Computer Science, or a related field
- ITIL certification (Foundation level required)
- Experience with service management tools (e.g., ServiceNow, BMC Remedy)
- Knowledge of Agile and DevOps methodologies
- Minimum of 5 years of experience in IT service management or a related role
- Proven experience in managing and implementing ITIL-based service management processes
- Experience in incident, problem, change, and release management
- Strong understanding of ITIL framework and service management best practices
- Strong leadership and team management abilities
- 27 days holiday plus bank holidays
- Discretionary Bonus Scheme
- Pension contributions 5% matched
- Life assurance 4 x annual salary
- Flexible Benefits Platform with £25/month Company contribution
- Annual salary review
- Independent financial advice service
- Enhanced Employee Assistance Programme
- Shopping discounts with retailers
- Long service awards
- Recognition scheme & employee of the year awards
