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Service Management Director

2 months 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.

To be considered for this role, please ensure your application aligns with the job specifications outlined below.

About the Role

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

Key Responsibilities
  • Service Management Oversight: Lead the implementation and management of ITIL-based service management processes, ensuring compliance with service level agreements (SLAs) and key performance indicators (KPIs).
  • Service Level Management: Define, negotiate, and manage SLAs and operational level agreements (OLAs) with internal and external stakeholders.
  • Service Desk: Oversee the management and reporting of vendor performance, ensuring regular review and reporting of service performance against SLAs.
  • Continuous Improvement: Identify opportunities for process improvements and drive initiatives to enhance service quality and efficiency.
  • Team Leadership: Lead and mentor the service management team, fostering a culture of excellence and continuous improvement.
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