Job Description

The Opportunity: As a key member of the IT Operations leadership team, reporting to the VP of IT Operations, the Senior Manager of the global IT Service Desk manages an organization of advanced IT teams, consisting of over 50 IT professionals, located throughout the globe. The top priority is to empower associates with exceptional IT support on behalf of all our technology teams. A key success factor is maintaining strong relationships and a positive attitude with both business leaders and IT leaders; influencing their understanding of IT Operations and ensuring our IT services align with their business needs.
POSITION PROFILE: (Basic Purpose of Position)
As a key member of the IT Operations leadership team, reporting to the VP of IT Operations, the Senior Manager of the global IT Service Desk manages an organization of advanced IT teams, consisting of over 50 IT professionals, located throughout the globe with a large portion of the roles located in our Global Business Centers. The top priority is to empower associates with exceptional IT support on behalf of all our technology teams. A key success factor is maintaining strong relationships and a positive attitude with both business leaders and IT leaders; influencing their understanding of IT Operations and ensuring our IT services align with their business needs.
MAJOR JOB DUTIES AND RESPONSIBILITIES (List in order of importance)

• Manage the Alerting and Scheduling team (Level 0) as they deliver 24x7 enterprise monitoring services; first-response capabilities to proactively detect, triage, escalate and coordinate global incidents and events; and maintain IT Operations Key Performance Indicator metrics.
• Manage the OneDesk team (Level 1) as they deliver high-quality, customer-focused front-line IT support for associates globally, ensuring timely intake, prioritization, resolution and escalation services; drive first-contact resolution and knowledge article creation; enforce SLA and KPI adherence; and continuously improve the customer experience through automation, AI, and process improvement.
• Manage the Advanced Application Support team (Level 2) as they deliver advanced, business-critical support for our enterprise applications, including production code deployment, configuration changes, data updates, troubleshooting complex application an integration issues, while closely coordinating with development, architecture and other teams to help ensure service stability, operational readiness and continuous improvement.
• Manage service introduction and optimization, coordinating the IT Service Catalog and adding new application service offerings.
• Measure and report SLA monthly actuals for various services via monthly scorecards and propose recommendations to improve service levels.
• Active voting member of the IT Change Approver Board. Play a key role in approval/challenge/denial of high-risk changes, expedited changes and overall change quality reviews. Control release coordination and increase visibility of the release windows. Manage communications to and with business relationship managers, business leaders, and business groups as necessary.
• Perform workload and resource management, conduct and oversee regular and annual personnel reviews, conduct interviews as necessary.
• Conduct daily reviews of metrics on open incidents, requests and tasks.
• Take a lead role in customer satisfaction discussions with business leaders.
• Maintain team performance metrics, produce reports and track work items.
• Oversee and guide the creation and documentation of internal policies, procedures and institutional knowledge.
• Perform other duties as assigned.

QUALIFICATIONS (Education/Training, Experience and Certifications)

• BS in Computer Science, Information Systems, related degree, or equivalent experience is required.
• Three years leadership experience required.
• Five years of experience with change management required.
• Strong understanding of ITIL practices is required, ITIL certification is highly preferred.
• SAP Basis management and SAP HANA experience is a plus.
• Enterprise leadership experience is a plus.
• Industry experience in pharma, life sciences, warehouse and/or manufacturing is a plus.
• Experience with agile development is a plus.

KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)

• Knowledge:
• Knowledge of the application support, operational practices and IT policies
• Knowledge of IT support tools including Monitoring, Incident, Change, Configuration, Problem and Knowledge Management
• Skills:

• Skilled in general relationship management
• Skilled in the ability to review, scrutinize and mentor team members in the improvement of root cause analysis and implementation of lessons learned plans
• Excellent troubleshooting skills
• Abilities:
• Proven customer support experience abilities in delivery of IT services
• Ability to persuade other IT teams to the viewpoint of our business customers
• Ability be an on-call escalation point for production support and scheduled off-hours/weekend work if/when required

• Able to maintain a strong leadership position and composure in difficult situations
• Additional qualities:

• Desire to focus on and please the customer, ability to understand requests from the customer's point of view
• Commitment to high professional and ethical standards in a diverse workplace
• Self-motivated and flexible

ENVIRONMENTAL WORKING CONDITIONS & PHYSICAL EFFORT (Under Typical Positions)

• Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise levels.
• Work assignments are diversified. Examples of past precedence are used to resolve work problems. New alternatives may be developed to resolve problems.
• On-call scheduling is to be expected.
• A frequent volume of work and deadlines impose strain on a routine basis.
• Minimal physical effort is required. Work is mostly sedentary but does require in person meetings on various office floors and may occasionally require travel to other sites for training and other special events.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.
Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.
Why Avantor?
Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.
The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor.
We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today!
EEO Statement:
We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.
If you need a reasonable accommodation for any part of the employment process, please contact us by email at and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.
3rd party non-solicitation policy:
By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation

Skills Required