Service Management Lead

19 hours ago

Burton upon Trent, Staffordshire, United Kingdom Clinigen Full time
Job Title: 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.

The Role:

We are excited to be recruiting for a people centric, driven and hands-on Service Management Lead to be part of the Global Operations team leading six highly skilled individuals based in the UK, US and EU. You will be responsible for overseeing the service management processes alongside the internal and external team to ensure the effective and efficient delivery of IT services.

Key Responsibilities:
  • Lead the implementation and management of ITIL-based service management processes in conjunction with the appropriate functional Leads
  • Apply the most appropriate modern standards and practices and take 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 and make recommendations for improvement
  • Responsible for management and reporting of vendor performance
  • Define, negotiate, and manage SLAs and OLAs with internal and external stakeholders
  • Ensure regular review and reporting of service performance against SLAs
  • Overall Accountability for ALL Incident & SR tickets in all queues globally
  • Improve ticket reporting & tracking (Dashboards)
  • Monitor & Drive Ticket resolution performance
  • Identify improvements and cost efficiencies through ticket analysis
  • Drive standardisation and cross skilling across regions
  • Identify opportunities for process improvements and drive initiatives to enhance service quality and efficiency
  • Own and drive the CSI Plan
  • Implement and promote best practices in service management
Requirements:
  • 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
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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