IT Service Management Leader

Cerebra Consulting Inc is a System Integrator and IT Services Solution provider with a focus on Big Data, Business Analytics, Cloud Solutions, Amazon Web Services, Salesforce, Oracle EBS, Peoplesoft, Hyperion, Oracle Configurator, Oracle CPQ, Oracle PLM and Custom Application Development. Utilizing solid business experience, industry-specific expertise, and proven methodologies, we consistently deliver measurable results for our customers. Cerebra has partnered with leading enterprise software companies and cloud providers such as Oracle, Salesforce, Amazon and able to leverage these partner relationships to deliver high-quality, end-to-end customer solutions that are targeted to the needs of each customer.

IT Service Management Leader

Project Length: 6 months plus

Location: Remote (90%) as well as on-site (Philadelphia)

Job Description

We are working with a client in need of qualified IT Service management Leader for an engagement opportunity at a leading local biologic life sciences company. This contractor will oversee and direct key functions within the IT department that enable the delivery of high-quality IT Infrastructure services, develop strategies related to IT Service Management, and establish key processes within the ITIL framework to maintain the availability and quality of those services and manages IT Infrastructure demand and lifecycle management. The contractor 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 contractor 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.

Job Description:

• 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.

Qualifications

• 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
• Strong understanding of business processes
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills.
• Ability to conduct research into ITIL Service Management processes and apply that knowledge
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.
• Proven analytical and problem-solving abilities

Additional Information

Please be aware that Sia Partners requires all employees in this position to be fully vaccinated against COVID-19 as a condition of employment. ??Fully vaccinated ? means that the individual can provide acceptable proof that the individual has received, at least fourteen (14) days prior to the individual ??s start date, either the second dose of a two-dose COVID-19 vaccine, or one dose of a single-dose COVID-19 vaccine. Vaccines must be authorized and/or approved by the FDA. Individuals needing an exemption to this requirement due to medical, disability-related, or religious reasons may request an exemption during the recruiting process. The Company will engage in an interactive process to determine if an exemption to this requirement as a reasonable accommodation is appropriate.

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