IT Service Management Leader

Join the Spark Team

We were born of innovation, springing from the curiosity, imagination and dedication of remarkable scientists and healthcare visionaries. Our shared mission is to challenge the inevitability of genetic disease by discovering, developing, and delivering treatments in ways unimaginable – until now.

We don’t follow footsteps. We create the path.

Primary Duties

The IT Service Management Leader oversees and directs key functions within the IT department that enable the delivery of high-quality IT Infrastructure services, develops strategies related to IT Service Management, and establishes key processes within the ITIL framework to maintain the availability and quality of those services and manages IT Infrastructure demand and lifecycle management.  The Leader will contribute to the long-term IT strategy, maintain and enforce IT Infrastructure standards, maintain the IT Infrastructure portfolio including project and lifecycle management roadmaps, project plans, associated budgets and resource planning.

This position requires establishing and managing expectations within IT and the business cross-functionally and driving the IT Infrastructure team to achieve those expectations to a high standard. This will be accomplished by maintaining strong relationships and working closely with System Owners, Technical, Architecture, and COE Leads, and IT Business Partners to establish two-way roadmap visibility, ensure business project alignment, manage capability requests and project execution, provide lab and specialized system infrastructure designs, coordinate release planning, and ensure end-user satisfaction.

The person in this role will plan, establish, and refine processes, tools, techniques, and methods used to receive and prioritize IT Infrastructure requests, gather requirements, manage project execution, and coordinate activities across the technical teams to ensure quality, on-time completion.  This person will focus on developing long term strategies that ensure a smooth and efficient process for managing, prioritizing, and addressing IT Infrastructure demand and lifecycle management.  This will include automating manual processes, developing and maintaining an intake and scoping process, deploying and enhancing Self-Service/Self-Help capabilities, as well as implementing a continual improvement program.

This person will direct a team of IT Infrastructure Project Managers, Lab & Specialized Systems SMEs, and Managed Service Provider resources and is also responsible for defining the strategy for and directing the setup and support of the company’s ITSM system and services including Incident Management, Request Management (with self-service capabilities), Problem Management, Change Management, Asset Management, Configuration Management (CMDB), Capacity Management, Service Catalog, Knowledge Management, and Release Management.  

Responsibilities

• Plan, establish, and refine processes, tools, techniques, and methods used to receive and prioritize IT Infrastructure requests, gather requirements, manage project execution, and coordinate activities across the technical teams to ensure quality, on-time completion. 
• Contribute to the long-term IT strategy, maintain and enforce IT Infrastructure standards, and maintain the IT Infrastructure portfolio including project and lifecycle management roadmaps, project plans, associated budgets and resource planning.
• Work closely with System Owners, Technical, Architecture, and COE Leads, and IT Business Partners to establish two-way roadmap visibility, ensure business project alignment, manage capability requests and project execution, provide lab and specialized system infrastructure designs, coordinate release planning, and ensure end-user satisfaction.
• Define the strategy for and direct the setup and support of the company’s ITSM system and services including Incident Management, Request Management (with self-service capabilities), Problem Management, Change Management, Asset Management, Configuration Management (CMDB), Capacity Management, Service Catalog, Knowledge Management, and Release Management.
• Establish processes for continual service improvement - responsible for the creation and maintenance of a continual service improvement program resulting in improving ongoing quality in IT Infrastructure Service Delivery.
• Manage IT Infrastructure Service Delivery team to achieve business goals and objectives.

Education and Experience Requirements

• Bachelor's Degree in Computer Science or other related field, or equivalent work experience
• 10+ years in IT Service Management with an emphasis on service desk management
• Extensive experience with productivity and collaboration technologies
• Familiarity with ITIL practices for IT service management and continual service improvement.
• Experience with GxP regulations (21 CFR Part 11) and associated controls
• Experienced in managing compliance to ensure successful internal/external FDA/EMA audits
• Some experience in project management is an asset
• Strong vendor management skills
• Previous experience within Spark IT services or with equivalent organization
• Strong understanding of business processes
• Highly self-motivated and directed
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.
• Technical, Architecture, and COE Leads
• External Technology Implementation, Integration, and Support Vendors

Please be aware that Spark mandates COVID-19 vaccination of all employees regardless of work location.  Accommodations may be made in accordance with applicable law.

Spark Therapeutics does not accept unsolicited resumes/candidate profiles from any source other than directly from candidates.   Any unsolicited resume/candidate profile submitted through our website or to personal email accounts of employees of Spark Therapeutics are considered property of Spark Therapeutics and are not subject to payment of agency fees.