Description

What You’ll Do

The IT Operations Manager oversees several key functions within the IT department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires the establishment and management of expectations within the business and driving the IT team to achieve those expectations to a high standard. This position requires a mature level of knowledge of business and operational processes, systems and database technologies, IT cloud infrastructure and security. This position also involves managing relationships with key vendors including the disciplines of technology cloud infrastructure, IT security, third party platforms as well as some oversight of outsourced custom development.

A Day in the Life

Service Management

• Maintain high performing service support functions including IT service desk, desktop support for employees and contractors
• Owner of the incident, request, change and escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
• As owner of the escalation process the IT Operations Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review
• Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• Accountable for the quality of service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
• Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes
• Ability to manage multiple infrastructure, security, and SaaS vendors

Technical

• Lead the infrastructure and desktop management functions with a bias toward reducing IT spend and a continuous environment of improvement
• Manage the desktop computing environment to ensure that laptops, PC’s, Macs and other access devices are built and maintained to high standards of performance and security
• Ensure that patching and anti-virus updates are carried out promptly and effectively on all pertinent technology assets
• Work to evolve standards for hardware, software and security across the environment
• Accountable for monitoring network infrastructure and resolving system issues, as well as disaster recovery environments

Performance & Quality

• Make recommendations for service improvement plans and ensure actions are followed through to completion in a timely manner
• Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
• Provide regular and accurate management reporting on IT service performance
• Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments

People Management

• Experience managing and building IT teams
• Focus on cross-training and teaching business continuity practices within the IT team
• Ability to coordinate and lead dedicated Managed Service Provider personnel
• Experience leading an all-remote IT team

What You Have

• Bachelor’s degree or equivalent related business experience
• 5-7 years of technology/systems implementation management experience
• 3+ years of project management experience
• 2+ years of service delivery management experience
• 3-5 years as a People Manager leading an IT Team
• Microsoft 365 & Azure administration experience
• Network domain management experience
• Experienced Service Management professional
• Experience with virtual and cloud infrastructure environments
• Previous experience as a team lead or demonstrable experience in leading virtual teams
• Experience of managing 3^rd parties and 3^rd party delivered services
• Excellent customer facing/customer service skills
• Able to work under pressure and meet deadlines
• Excellent organizational skills
• Able to manage sensitive and sometimes confidential information
• Demonstrated experience writing formal requirements documentation/strong technical communication
• Working knowledge of IT compliance, data/security requirements

What You Might Have, but isn’t required

• ITIL Foundations Certified
• Expert knowledge of ITIL disciplines
• Experience with Slack, workflows, automation, and customization
• Pharmaceutical/medical education and communications industry experience is a plus

The Team You’ll Work Closest With

• You will work closely with the IT team, as well as an MSP that handles help desk support and infrastructure requests’
• Will also work with numerous cross-functional departments to address service requests, IT projects, new application requests, and implementations

Why You’ll Love Us: 

• 100% remote environment with opportunities for local meet ups  
• Positive, diverse, and supportive culture 
• Passionate about serving clients focused on Cancer and Blood diseases 
• Investment in you with opportunities for professional growth and personal development through Vaniam Group University  
• Health benefits – medical, dental, vision  
• Generous parental leave benefit  
• Focused on your financial future with a 401(k) Plan and company match 
• Work-Life Balance and Flexibility 
  • Flexible Time Off policy for rest and relaxation 
  • Volunteer Time Off for community involvement 
  • Summer Fridays with shortened hours 

• Emphasis on Personal Wellness  
  • Virtual workout classes  
  • Discounts on tickets, events, hotels, child care, groceries, etc.  
  • Employee Assistance Programs 

Salary offers are based upon several factors including experience, education, skills, training, demonstrated qualifications, location, and organizational need. The range for this role is $90,000 - $125,000. Salary is one component of the total earnings and rewards package offered. 

About Us: 

Vaniam Group is a people-first, purpose-driven, independent network of healthcare and scientific communications agencies committed to helping biopharmaceutical companies realize the full potential of their compounds in the oncology and hematology marketplace. Founded in 2007 as a virtual-by-design organization, Vaniam Group harnesses the talents and expertise of team members around the world. For more information, visit  www.VaniamGroup.com.