Manager, IT Operations

hace 1 semana

Ciudad de México, Ciudad de México ICON A tiempo completo

Manager, IT Operations
At ICON, it's our people that set us apart.

Our diverse teams enable us to become a better partner to our customers and help us to fulfil our mission to advance and improve patients' lives.


Our 'Own It' culture is driven by four key values that bring us together as individuals and set us apart as an organisation: Accountability & Delivery, Collaboration, Partnership and Integrity.

We want to be the Clinical Research Organisation that delivers excellence to our clients and to patients at every touch-point.

In short, to be the partner of choice in drug development.

That's our vision. We're driven by it. And we need talented people who share it.
If you're as driven as we are, join us.

You'll be working in a dynamic and supportive environment, with some of the brightest and the friendliest people in the sector, and you'll be helping shape an industry.

The Manager, Core IT is responsible for managing their relevant technology area within Core IT.

They coordinate system and infrastructure administrative functions with a sound understanding of the interactions between hardware, operating systems, databases, and network operations to ensure an efficient, reliable and secure Infrastructure.


The role:

  • Provides leadership and manages Core IT personnel within Global regions
  • Periodically reviews staff performance and conducts performance appraisals
  • Recognize, exemplify and adhere to ICON's values which centers around our commitment to People, Clients and Performance.
  • As a member of staff, the employee is expected to embrace and contribute to our culture of process improvement with a focus on streamlining our processes adding value to our business and meeting client needs.
  • As a manager, the employee is expected to recognise the importance of a create a culture of process improvement with a focus on streamlining our processes, adding value to our business and meeting customer needs
  • Travel (approximately 5%) domestic and/or international
  • Coordinates Infrastructure schedules, plans, timelines and resource assignments
  • Oversee I coordinate Core IT personnel with responsibility for maintaining the availability of Core IT Infrastructure
  • Responsible for planning and deploying new system implementations and/or upgrades
  • Responsible for coordinating DRP testing
  • Provide technical consulting and hands on assistance as required during critical situations when issues arise
  • Implements Infrastructure changes in a fashion whereby user impact is mínimal. Effective communication to office staff and global management is necessary for any significant system changes or planned system outage activities.
  • Attends the Change Advisory Board (CAB) meetings and Problem management meetings to gain an awareness of changes to the Infrastructure and within the global computing environment and to ensure appropriate actions are taken.
  • Provide input into the development of relevant SOP/WP/BP
  • Provide input into the Core IT budget
  • Acts as an escalation point for staff and serious Infrastructure problems.
  • Coordinate and collaborate with other funct ional areas within IT to ensure availability, reliability and scalability of globalInfrastructure to meet business requirements
  • Coordinate and direct third party vendors and internal IT staff on Infrastructure activities.
  • Performs analysis of IT processes to identify deficiencies impacting IT efficiency and effectiveness
  • Researches and recommends new technologies and strategies to senior management, related to core responsibilities.
  • May represent IT in sponsor audits
  • Manage "simplification" and "standardisation
- programs in line with Core IT strategy

You will need:

  • Min of 710 years of IT End User Support
  • Strong communication skills
  • ITIL certification or knowledge of ITIL processes is a plus
  • ServiceNow, MS Windows 10/11, O365, Microsoft intune

Benefits of Working in ICON:

Our success depends on the quality of our people. That's why we've made it a priority to build a culture that rewards high performance and nurtures talent.

We offer very competitive salary packages. And to keep them competitive, we regularly benchmark them against our competitors. Our annual bonuses reflect delivery of performance goals - both ours and yours.

We also provide a range of health-related benefits to employees and their families and offer competitive retirement plans - and related benefits such as life assurance - so you can save and plan with confidence for the years ahead.

But beyond the competitive salaries and comprehensive benefits, you'll benefit from an environment where you are encouraged to fulfil your sense of purpose and drive lasting change.


ICON is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment.

All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual

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