Senior Manager, IT Service Improvement

Job Description

About This Role 

The Senior Manager,  IT Service Improvement will play a key role in improving infrastructure service delivery across Biogen.  The role will be responsible for multiple service improvement projects within the Infrastructure and Operations (I&O) organization, including identifying, designing, leading the implementation of, and measuring the success of changes to services that improve ways of working for colleagues and delivering improved outcomes for the business and customers.  The position requires solid experience in service improvement management and/or process improvement in a GxP environment, and experience managing service improvement projects throughout an IT organization.  The IT Service Improvement Manager will lead matrixed teams for each project, whose composition will vary based on the project, which could include senior management, workstream leads, technical leads, architects, platform owners, Quality process owners, internal Biogen customers, external Biogen customers, managed service providers, and vendors.  The position has overall responsibility for the research and identification of new service improvement opportunities, project health and success, and maintenance of an IT Service Improvement register. 

What You’ll Do 

The candidate will be accountable for developing and governing the I&O project portfolio of service improvement initiatives to drive successful program/ project delivery and ensure project outcomes deliver the intended business value. The ADPM will: 

• Lead service improvement activities and projects, as directed by IT Leadership and identified through research and analysis. 
• Develop, Initiate, plan, execute, monitor, and close IT Service Improvement projects, and develop/manage deliverables required for the success of these projects and maintenance of their outcomes. 
• Manage the IT Service Improvement register.
• Maintain service improvement project timeline and resource estimates and provide status updates for in-progress projects. 
• Work with matrixed teams globally for end-to-end delivery of service improvement projects, including GxP projects which require compliance with regulatory requirements.
• Drive compliance as per Biogen’s policies, procedures, Quality Management Standards, and SDLC process, including the IT change management and validation/testing process as required.
• Monitor, challenge, and ensure predictable delivery of projects and escalate risks and issues that require assistance or attention.
• Lead various service improvement meetings including routine core team and workstream meetings and monthly service review meetings. 
• Gather feedback, perform ticket analysis, and develop and run reports to identify new improvement opportunities. 
• Enable and enhance communications between matrixed teams and customers.
• Navigate change management and documentation life cycle processes.
• Analyze and document complex business processes.

Who You Are 

You are highly organized, a great communicator, and produce creative solutions to problems.  You are excited by improving processes and outcomes using proven process improvement, problem management, and project management methodologies. You have demonstrated excellent influencing skills when working in highly matrixed environments with reluctant stakeholders.    

Qualifications

Required Skills 

• 7+ years of experience working as an IT professional – ideally implementing, and managing IT service improvement activities 
• Ability to work with and manage third-party vendors 
• Strong people leadership skills with the ability to influence the opinions and decision-making of others 
• Ability to manage projects and professional employees in a matrixed environment
• Excellent verbal and written communication skills 
• Strong ability to work independently to maintain knowledge of best practices, learn from successes in the field, and research and develop proposals and plans for service improvement based on qualitative and quantitative data.
• Demonstrated history of strong analytical skills 
• Exercises good judgment and discretion 
• Proven ability to motivate colleagues and manage stakeholder priorities in a deadline-oriented environment 
• Ability to work with and manage team members outside of their hierarchical authority structure (e.g., business users, decision-makers, consumers, vendors, managed service providers)
• IT service management certification (e.g., ITIL) 

Preferred Skills 

• Process improvement certification (e.g., Six-Sigma) 
• Problem management certification (e.g., Kepner-Tregoe)   
• Project management certification (e.g., PMP, SAFe)