Manager, IT Operations - Office Hybrid in Leopardstown, Dublin 18
ICON is a global healthcare intelligence and clinical research organisation united by a mission to bring new medicines and treatments to patients faster.
As a values-driven organisation, integrity, collaboration, agility, and inclusion are at the heart of how we work and interact with each other, customers, patients and suppliers.
The Role:
Establish, supervise, and manage the service portfolio assigned to a business service line. Interact with the business function to identify the service portfolio required from IT operations. Act as a liaison and representation between IT Digital Operations and business unit, being the advocate for the business service line within IT Digital Operations. Raise funding requirements for service requirements and drive operational change agenda. Oversee service portfolio health status, run metric analyses and proactively engage with IT and business units to drive service improvements.
Duties:
- Service Portfolio Management for the Business Service Line dedicated to.
- Monitor, manage, and maintain the "portfolio pipeline of demand, resources, projects and enhancements to ensure effective tracking and delivery within all financial measures and portfolio constraints."
- Agree on portfolio requirements planning forward, create and manage a demand budget and drive service portfolio roadmap for the business service line.
- Align IT service Portfolio setup and delivery to strategic business service line goals.
- Measure and analyse the service demands of business service line customers and end users, work with IT operational groups and group peers to improve service delivery and service experience.
- Run analyses on inbound incidents and requests opened by business service line.
- Develop and maintain a portfolio resource plan to monitor resource capacity and utilization.
- Establish and foster relationships with all partners and relevant stakeholders including the IT leadership, business service line, finance, business partners, and customers.
- Lead and optimize the business service line journey and experience with IT Digital Operations. Provide feedback, and when necessary, escalate service and/or process-related issues and key development needs to the appropriate departments.
- Prepare and communicate business and/or technology alignment plans to the IT Digital Operations, business service line, and other stakeholders.
- Remain up to date with the current and emerging industry trends and best practices.
- Evaluate and communicate risks associated with investments and purchases related to service management.
- Collaborate with business service line, technical teams, and Finance Business Partner to prepare business-case justifications and cost-benefit analyses for new service management initiatives and purchases.
- Update and coordinate with IT Digital Operations Leadership on service portfolio planning, status, performance, prioritization, funding, and approval.
To be successful in the role, you will ideally have:
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- This position requires strong communications skills and customer service experience along with strong problem management skills. The qualified applicant must have the ability to work with technical groups as well as business representatives at all levels within the organization.
- A Bachelors degree (B.S.) from a four-year college or equivalent knowledge in the IT industry.
- ITIL Certification is a requirement.
- Some travel and the ability to work flexible hours, including some weekends, may be required.
- Ability to read, analyse and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from the staff.
- Excellent skills in business English, verbal and written.
- Negotiation and influencing skills.
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Employment with ICON is contingent upon having the legal right to work in the country where the role is based.
Rewards & Benefits
ICON offers a competitive and comprehensive total rewards package designed to support your health, wellbeing, and career development.
Benefits may include:
- Competitive base salary and performance related incentives
- Health and wellbeing programmes including medical, dental, and vision coverage where applicable
- Retirement and pension plans
- Life assurance and disability coverage
- Employee assistance programmes and wellbeing resources
- Learning and development opportunities through structured training and career pathways
Benefits may vary depending on role and location.
Visit our careers site to read more about the benefits ICON offers.
Inclusion and Accessibility
ICON is an equal opportunity employer. We are committed to building an inclusive and accessible workplace where everyone feels valued and supported.
If you require reasonable accommodations during the recruitment process, please let us know or submit a request .
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