Senior Director, IT Service Management (ITSM) & Delivery

Life changing therapies. Global impact. Bridge to thousands of biopharma companies and their patients.

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Our investment is in People who make an impact, drive progress and create a better tomorrow. Our strategy includes building teams across our global network to pioneer and shape the future of PCI.

Position Summary:

The Senior Director, Global IT Service Management (ITSM) & Delivery is a key IT leadership role responsible for overseeing the end-to-end IT service management strategy, service delivery, and operational excellence across multiple regions. This role involves collaboration with executive leadership teams (ELT), ensuring the implementation of best-in-class IT systems and services, and driving the operational success of global IT support services. This Senior Director will be responsible for managing a world-class ITSM function, driving the transformation of IT services across the organization, and ensuring the alignment of IT services with business needs. The candidate will play a key leadership role in establishing best practices, fostering continuous improvement, and optimizing IT service performance globally. This role will champion a culture of continuous improvement, excellence in service delivery, and alignment with business objectives, ultimately ensuring IT services enhance business operations and customer experiences. This strategic role is part of the IT Leadership Team and reports directly to the CIO.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The essential duties and responsibilities include the following but other duties may be assigned.

• Global/Cross-Regional ELT & SLT Stakeholder Engagement
  • Lead strategic engagement with executive and site leadership teams across global and regional levels, aligning IT service management strategies with business goals.
  • Act as the primary liaison between the IT support team and senior executives, ensuring effective communication and consistent support & service delivery.
  • Develop and execute global IT service strategies that meet the diverse needs of business units/segments, ensuring cross-functional collaboration and alignment with corporate priorities.
  • Provide thought leadership to senior stakeholders on emerging IT trends, service management best practices, and innovations that could drive business value.

• Global/Cross-Regional IT Leadership & Team Management
  • Lead, develop, and mentor a high-performing, globally distributed IT service management team, fostering a culture of excellence, accountability, and continuous learning.
  • Collaborate with regional leadership to ensure service delivery and performance expectations are met across all markets.
  • Establish performance metrics and KPIs to track team success and service quality across all regions.

• ITSM Strategy, Systems Implementation & Operations
  • Develop and implement a comprehensive, forward-looking global ITSM strategy ensuring alignment with organizational goals, business objectives, and long-term growth plans.
  • Lead the transformation of IT service management, driving continuous improvement initiatives that ensure services remain agile, efficient, and aligned with evolving business needs.
  • Drive the implementation and integration of complex ITSM systems, ensuring alignment with business processes, user & business needs, and compliance requirements.
  • Lead the global selection and implementation of best-in-class ITSM tools, ensuring they are fit for purpose, scalable, and aligned with business requirements.
  • Evaluate and recommend workflow management solutions to optimize operational efficiency, streamline processes, and improve overall service delivery.
  • Oversee the continuous evolution of the global ITSM framework, ensuring it remains flexible, adaptable, and scalable to meet future business needs.
  • Oversee the day-to-day operations of ITSM tools & platforms, ensuring high availability, reliability, and scalability to support business functions globally.
  • Establish consistent service level agreements (SLAs) and key performance indicators (KPIs) globally to measure and ensure the effectiveness of IT services.
  • Stay up-to-date with industry trends and emerging technologies, ensuring the organization is using the most efficient and innovative ITSM solutions.
  • Establish governance frameworks for IT operations to ensure compliance, risk mitigation, and alignment with organizational objectives.
  • Ensure that incident and problem management processes are robust, efficient, and aligned with ITIL standards and best practices.
  • Monitor and improve the performance of IT service management tools, processes, and practices.
  • Ensure the ITSM function meets or exceeds operational targets, ensuring high levels of customer satisfaction.

• Global IT Support Center of Excellence & Operating Model
  • Develop, implement, and manage a Global IT Support Center of Excellence (CoE) that defines service standards, best practices, and knowledge-sharing frameworks across the organization.
  • Ensure that the IT Support CoE consistently delivers high-quality, timely, and scalable solutions to internal stakeholders as well as external stakeholders & customers.
  • Design and implement the global IT support operating model to optimize efficiency, reduce costs, and enhance customer experience.
  • Direct the end-to-end ITSM lifecycle, ensuring effective management of incidents, problems, changes, and service requests on a global scale.
  • Establish a continuous improvement program for the IT Support CoE, focusing on service delivery excellence and operational optimization.
  • Evaluate and recommend service management and delivery operating models (e.g., onshore, offshore, nearshore, outsourced, insourced) that align with business goals while optimizing cost, efficiency, and service quality.
  • Lead efforts to standardize IT service management processes, reduce manual efforts and inefficiencies, and streamline workflows to improve service delivery.

• Global IT Support Services
  • Lead the strategy, design, and execution of global IT support services to meet the needs of all stakeholders including employees, internal contractors, customers, and external partners alike.
  • Implement and refine global IT support processes, ensuring alignment with industry standards and organizational objectives.
  • Oversee the full lifecycle of IT support services, from incident & problem management to resolution, ensuring proactive service recovery and minimal client impact.
  • Continuously assess and improve the global support model, ensuring the delivery of timely, cost-effective, and customer-centric IT support services.
  • Develop and track metrics for IT support performance, customer satisfaction, and service delivery to ensure high service levels globally.

• This position may require overtime and/or weekend work.
• Knowledge of and adherence to all PCI, cGMP, and GCP policies, procedures, and rules is required.

Qualifications: The requirements listed below are representative of the knowledge, skill, and/or ability required for the stated position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required:

• Bachelor's Degree in a related field and/or 7-10 years related experience and/or training.

• College Level Mathematical Skills
• Advanced Computer Skills: Ability to perform the most complex computer tasks and operate various computer programs.
• Full Professional Proficiency: Ability to speak, read, and write fluently and accurately on all levels pertinent to professional needs.
• Very High Reasoning: Ability to define problems, collect data, establish facts, and draw valid conclusions. Be able to interpret an extensive variety of technical instructions in math or diagram form and deal with several abstract/concrete variables.
• Proven track record of leading large-scale IT service transformation initiatives in a global enterprise.
• Excellent communication, negotiation, and interpersonal skills, with the ability to engage with senior leadership and influence decision-making.
• Exceptional leadership and team-building skills, with the ability to influence and drive change at all levels of the organization.
• Expertise in global IT support models, including designing and managing IT support processes at scale.
• In-depth understanding of IT service management processes, including incident, change, problem, and service request management.
• Strong project management skills, with experience in managing large, cross-functional teams and initiatives.
• Excellent communication, collaboration, and interpersonal skills to engage with diverse teams and stakeholders.
• Strong analytical skills with the ability to interpret data and make data-driven decisions to improve service delivery.
• Knowledge of ITSM tools, technologies, and processes.

Preferred:

• Master's Degree (M.A.) in related field and/or 5+ years related experience or training.
• Ability to effectively present information to various people as the job requires.
• Ability to exhibit sound and accurage judgment.
• Ability to identify and resolve problems in a timely manner.
• Ability to display a willingness to make decisions.
• Ability to travel.
• Strong expertise in ITIL, certifications (e.g., ITIL Expert, ITIL 4 Managing Professional) a plus.
• Experience in driving ITSM automation and process improvement initiatives.
• Familiarity with modern ITSM tools such as ServiceNow, Zendesk, or similar platforms.
• Expertise in managing IT service operations for global, multi-regional organizations.
• Knowledge of cybersecurity, data privacy, and compliance standards.
• Knowledge of pharmaceutical industry and GxP environments.

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Equal Employment Opportunity (EEO) Statement:
PCI Pharma Services is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

At PCI, Equity and Inclusion are at the core of our company's purpose: Together, delivering life-changing therapies. We are committed to cultivating an inclusive workplace by holding ourselves accountable to the highest standards of understanding, fairness, respect, and equal opportunity - at every level. We envision a PCI community where everyone can belong and grow, and we strive to bring this vision to reality by continuously and intentionally assessing our people practices, policies and programs, marketing approach, and workplace culture.