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 organization: Accountability & Delivery, Collaboration, Partnership and Integrity. We want to be the Clinical Research Organization 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.

**Responsibilities**:

- Recognize, exemplify, and adhere to ICON's values which centres 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
- Co-ordinates Infrastructure schedules, plans, timelines and resource assignments
- Oversee / coordinate IT Operations personnel with responsibility for maintaining the availability of IT Operations environments
- Responsible for planning and deploying new system implementations and/or upgrades
- Responsible for co-ordinating 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 IT Operations budget
- Acts as an escalation point for staff and serious environment problems.
- Co-ordinate and collaborate with other functional areas within IT to ensure availability, reliability and scalability of global Infrastructure to meet business requirements
- Co-ordinate 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
- The Manager, IT Operations should have the following attributes to enable them to fulfil their role:

- _ Teamwork_: Builds strong and effective teams, valuing different contributions; works with and through others, involving people in issues that affect them.
- _ Energizing & Developing Others_: Creates an environment that motivates people; Identifies development opportunities for self and others; Acts as a coach and mentor and shares expertise.
- _ Delivery to Customers_: Delivers high quality standards and strives for excellence; Acts in a proactive, flexible and responsive manner to customer needs.
- _ Building Relationships_: Establishes good relationships internally and externally.
- _ Personal Effectiveness_: Operates independently with a willingness to make decisions; Projects credibility and makes a professional and positive impression on others; Monitors progress and holds self and others accountable.

**Qualifications**:

- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Experience managing 3rd party Vendor providing development capabilities an advantage
- Excellent organizational and written skills and the ability to interact with co-workers
- A team player with the ability to communicate across departments
- Strong IT process background related to large scale, global, multi-functional implementation of processes and supporting tools.
- Strong project management background
- Ability to define problems, analyse relevant data, establish facts, and draw valid conclusions
- Excellent listening and presentation skills required; ability to adapt communication to st