Manager, IT Service Management Operations

Descripción del trabajo

• Manage daily ITSM operations delivered by MSPs across core ITIL processes.

• Ensure alignment with Gilead’s ITSM process roadmaps and enterprise standards.

• Collaborate with the ServiceNow team to maintain process and tool consistency.

• Work with process owners to coordinate inter-process changes and resolve issues.

• Monitor service performance and translate insights into actionable improvements.

• Drive ITIL compliance and operational excellence across service domains.

• Balance multiple priorities in a fast-paced, dynamic environment.

• This role is based in our Cork office and not remote

Responsibilities include, but are not limited to:

Operational Oversight & Execution Monitoring

• Monitor daily execution of ITSM processes delivered by MSPs.

• Track performance trends and escalate deviations from service levels.

• Support ITOM activities such as event monitoring, CMDB data quality, and service health tracking.

• Ensure consistent execution across hybrid environments (on-prem, SaaS, cloud).

• Facilitate communication between MSPs and internal stakeholders to resolve escalations.

Service Performance & Reporting

• Review SLA/KPI metrics from MSPs and identify improvement opportunities.

• Compile and publish dashboards and reports on service delivery and trends.

• Partner with internal teams to assess enhancement impacts and ensure ITSM alignment.

Enhancement Review & Process Alignment

• Validate low-impact enhancements proposed by MSPs for alignment with process roadmaps.

• Ensure updates deliver measurable value and operational efficiency.

• Coordinate with process owners to prevent conflicts with strategic direction or compliance.

Knowledge & Request Management

• Monitor accuracy and usage of operational knowledge articles maintained by MSPs.

• Ensure service request fulfillment meets defined standards and drives user satisfaction.

• Review service catalog updates for operational feasibility and business alignment.

Required Knowledge and Skills

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).

• 5+ years of experience in IT Service Management operations; pharmaceutical or biotech experience preferred but not required.

• In-depth knowledge of IT operations and delivery service across hybrid platforms.

• Prior experience working in or managing MSP-driven service delivery models

• Hands-on expertise with ServiceNow modules (Incident, Problem, Change, Request, Knowledge, CMDB).

• Strong communication, coordination, and stakeholder engagement skills.

• Ability to manage multiple priorities and drive resolution in high-pressure situations.

Preferred Qualifications

• ITIL v4 Foundation Certification (required)

• Experience in regulated industries and enterprise governance frameworks

• Understanding of Agile and Lean Six Sigma methodologies

• Familiarity with SaaS/cloud platforms and system lifecycle processes

• Strong working knowledge of ServiceNow platform capabilities and automation features.