Clinigen is a rapidly growing global specialty pharmaceutical and services company with a unique combination of businesses. Our divisions operate in a complex global regulatory environment and ensure that vital medicines are delivered securely on time and wherever they are needed in the world.
Read on to fully understand what this job requires in terms of skills and experience If you are a good match, make an application.
We are currently 1,100 people headquartered in the UK with global offices in the US, EU, JAPAC and South Africa. Clinigen has grown rapidly since our inception, we are the leader in Managed Access programs and positioned well for an exciting future of continued growth.
The Role:
We are excited to be recruiting for a people centric, driven and hands-on Service Management Lead to be part of the Global Operations team leading six highly skilled individuals based in the UK, US and EU. You will be responsible for overseeing the service management processes alongside the internal and external team to ensure the effective and efficient delivery of IT services.
This role involves coordinating with internal and external teams to manage and improve IT service delivery, ensure compliance with service level agreements (SLAs), and drive continuous improvement initiatives whilst playing a pivotal role in maintaining high levels of customer satisfaction and operational excellence.
Key Responsibilities:
Service Management Oversight:
- Lead the implementation and management of ITIL-based service management processes in conjunction with the appropriate functional Leads
- Apply the most appropriate modern standards and practices and take responsibility for coaching and guiding others
- Ensure all IT services are delivered in accordance with SLAs and KPIs
- Monitor, report, and review the performance of IT services and make recommendations for improvement
- Responsible for management and reporting of vendor performance
Service Level Management:
- Define, negotiate, and manage SLAs and OLAs with internal and external stakeholders.
- Ensure regular review and reporting of service performance against SLAs.
Service Desk:
- Overall Accountability for ALL Incident & SR tickets in all queues globally
- Improve ticket reporting & tracking (Dashboards)
- Monitor & Drive Ticket resolution performance
- Identify improvements and cost efficiencies through ticket analysis
- Drive standardisation and cross skilling across regions
Continuous Improvement:
- Identify opportunities for process improvements and drive initiatives to enhance service quality and efficiency.
- Own and drive the CSI Plan
- Implement and promote best practices in service management.
Team Leadership:
- Lead and mentor the service management team, fostering a culture of excellence and continuous improvement.
- Provide training and support to team members on service management processes and tools.
Role Requirements:
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- ITIL certification (Foundation level required; Practitioner or Expert level preferred).
- Experience with service management tools (e.g., ServiceNow, BMC Remedy).
- Knowledge of Agile and DevOps methodologies.
- Minimum of 5 years of experience in IT service management or a related role.
- Proven experience in managing and implementing ITIL-based service management processes.
- Experience in incident, problem, change, and release management.
- Strong understanding of ITIL framework and service management best practices.
- Excellent analytical and problem-solving skills.
- Strong leadership and team management abilities.
- Exceptional communication and interpersonal skills.
- Ability to manage multiple priorities and work under pressure.
Benefits:
- 27 days holiday plus bank holidays
- Discretionary Bonus Scheme
- Pension contributions 5% matched
- Life assurance 4 x annual salary
- Flexible Benefits Platform with £25/month Company contribution
- Annual salary review
- Independent financial advice service
- Enhanced Employee Assistance Programme
- Shopping discounts with retailers
- Long service awards
- Recognition scheme & employee of the year awards
Interested? We would love to hear from you, please apply today for consideration.