Service Management Lead

2 weeks ago

Burton upon Trent, Staffordshire, United Kingdom Clinigen Full time
Service Management Lead

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. Clinigen has grown rapidly since our inception, and we are the leader in Managed Access programs and positioned well for an exciting future of continued growth.

The Role

We are seeking a people-centric, driven, and hands-on Service Management Lead to join our Global Operations team. As a key member of the team, you will be responsible for overseeing service management processes, ensuring effective and efficient delivery of IT services, and driving continuous improvement initiatives.

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 service level agreements (SLAs) and key performance indicators (KPIs).
  • Monitor, report, and review the performance of IT services, making recommendations for improvement.
  • Manage and report on vendor performance.
Service Level Management
  • Define, negotiate, and manage SLAs and operational level agreements (OLAs) with internal and external stakeholders.
  • Ensure regular review and reporting of service performance against SLAs.
Service Desk
  • Overall accountability for all incident and service request tickets in all queues globally.
  • Improve ticket reporting and tracking (dashboards).
  • Monitor and drive ticket resolution performance.
  • Identify improvements and cost efficiencies through ticket analysis.
  • Drive standardization and cross-skilling across regions.
Continuous Improvement
  • Identify opportunities for process improvements and drive initiatives to enhance service quality and efficiency.
  • Own and drive the continuous service improvement (CSI) plan.
  • Implement and promote best practices in service management.
Team Leadership
  • Lead and mentor the service management team, fostering a culture of excellence and continuous improvement.
  • Provide training and support to team members on service management processes and tools.
Requirements
  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • ITIL certification (Foundation level required; Practitioner or Expert level preferred).
  • 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.
  • Excellent analytical and problem-solving skills.
  • Strong leadership and team management abilities.
  • Exceptional communication and interpersonal skills.
  • Ability to manage multiple priorities and work under pressure.
Benefits
  • 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.

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