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Senior Manager, IT Service Assurance
hace 4 meses
As a leading global contract research organization (CRO) with a passion for scientific rigor and decades of clinical development experience, Fortrea provides pharmaceutical, biotechnology, and medical device customers a wide range of clinical development, patient access and technology solutions across more than 20 therapeutic areas. With over 19,000 staff conducting operations in more than 90 countries, Fortrea is transforming drug and device development for partners and patients across the globe.
The Senior Manager, IT Service Assurance is a key managerial position within the IT Service Delivery organization responsible for overseeing the performance and compliance of IT services in alignment a Service Integration and Management (SIAM) framework. This role involves leading two critical areas: IT Service Compliance and IT Service Performance (Excellence), ensuring that IT services meet enterprise standards and contractual obligations, both driving towards a continuous improvement way of working.
Summary of Responsibilities:
Develop and implement a comprehensive IT service assurance strategy that focuses on service performance, service feedback, service provider Scorecarding, service optimization and continuous improvement.
Provide oversight and governance of service performance outcomes thru SLAs and KPIs reporting.
Direct the Service Improvement Plan (SIP) and Performance Improvement Plan (PIP) processes to enhance service quality continuously.
Ensure IT services adhere to internal policies, industry standards, and regulatory requirements.
Lead compliance audit activities, risk assessments, IT portfolio assessments, and track DR/BCP SOP versioning and test execution across the enterprise.
Represent the IT Service Delivery CoE to executive and senior leadership, IT teams and stakeholders, and external partners and service providers.
Ensure effective communication of service assurance strategies and performance metrics across all levels of the organization.
Monitor and manage relationships with service providers under the SIAM model.
Partner with IT Service Design vertical in negotiating amendments to managed service contracts to optimize service delivery and ensure they meet the strategic needs of the organization.
Qualifications (Minimum Required):
Bachelor’s degree in information technology, computer science, or related fields. Fortrea may consider relevant and equivalent experience in lieu of educational requirements.
ITIL v3 and v4 Certified (Expert/Leader/Master)
Experience (Minimum Required):
Minimum 7-10 years of experience managing people across globally distributed teams
Minimum 7-10 years of experience in IT service management leadership with focus on definition, delivery and governance.
Proven track record of successful delivery within a managed service provider operating model.
Proficient in the use of IT service management tools and technologies. Experience with ServiceNow (a must) or emerging technology vendors, with implementation experience a plus.
Excellent analytical, problem-solving, and decision-making skills, with the ability to prioritize and manage multiple tasks in a fast-paced environment.
Experience in design, management, and testing of IT Disaster Recovery plans.
Experience in project management and knowledge of agile methodologies is a plus.
Exceptional written and verbal communication and interpersonal skills.
Demonstrated ability to partner with business stakeholders and navigate across conflicting priorities to balance critical tactical and strategic needs.
Demonstrated ability to effectively collaborate and communicate with a variety of audiences and stakeholders including executive management, business leaders, IT peers, and colleagues.
Strategic thinker, with demonstrated ability to work in a broad and top-down manner with a fair amount of ambiguity at the center.
Results-orientation with the proven ability and reputation for developing plans and implementing them successfully.
Self-directed, self-motivated, and driven who can fill in the gaps as to what is needed, and to drive expected results.
Preferred Qualifications Include:
Experience in the Pharma/CRO/Life Sciences sector.
Familiarity with GxP, GDPR, SOX, HIPAA, and other regulatory standards.
Physical Demands / Work Environment:
Ability to work remotely, communicate verbally, in writing, and view on-screen content.
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Fortrea is actively seeking motivated problem-solvers and creative thinkers who share our passion for overcoming barriers in clinical trials. Our unwavering commitment is to revolutionize the development process, ensuring the swift delivery of life-changing ideas and therapies to patients in need. Join our exceptional team and embrace a collaborative workspace where personal growth is nurtured, enabling you to make a meaningful global impact.
