Manager, IT Operations - Office Hybrid

Manager, IT Operations - Office Hybrid

ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development.

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.

• LI-Hybrid

• LI-MK2

What ICON can offer you:

• Our success depends on the quality of our people. That’s why we’ve made it a priority to build a diverse culture that rewards high performance and nurtures talent.

• In addition to your competitive salary, ICON offers a range of additional benefits. Our benefits are designed to be competitive within each country and are focused on well-being and work life balance opportunities for you and your family.

Our benefits examples include:

• Various annual leave entitlements

• A range of health insurance offerings to suit you and your family’s needs.

• Competitive retirement planning offerings to maximize savings and plan with confidence for the years ahead.

• Global Employee Assistance Programme, LifeWorks, offering 24-hour access to a global network of over 80,000 independent specialized professionals who are there to support you and your family’s well-being.

• Life assurance

• Flexible country-specific optional benefits, including childcare vouchers, bike purchase schemes, discounted gym memberships, subsidized travel passes, health assessments, among others.

• Visit our careers site to read more about the benefits ICON offers.

• At ICON, inclusion & belonging are fundamental to our culture and values. We’re dedicated to providing an inclusive and accessible environment for all candidates. ICON is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

• If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know or submit a request here

• Interested in the role, but unsure if you meet all of the requirements? We would encourage you to apply regardless – there’s every chance you’re exactly what we’re looking for here at ICON whether it is for this or other roles.