Associate Director, IT Support Lead

Job Description Summary
For more than 100 years, Otsuka's rich legacy of innovation has fueled breakthroughs to solve complex and unmet needs. Across pharmaceuticals, nutraceuticals, technology, and more, Otsuka companies have embraced thinking to transform health worldwide. Now, it's time to take the next step. With data-informed insights, Otsuka Precision Health (OPH) can uncover bold pathways to build meaningful connections throughout a person's health journey. Walking alongside people and communities, we can personalize care, unlock doors to access, and unite a fragmented experience.
By combining all the powers of Otsuka companies, we can provide scalable solutions for whole-person health. Our team here at OPH is powered by 140+ passionate individuals in data science, technology, digital medicine, and patient experience, working directly with our sister companies, patients, and health care professionals to achieve better outcomes. Areas included patient experience delivery, digital measures, care models, advanced analytics & data, and a variety of digital interventions that help us to unearth personal health needs and address them as a true collaborator within the broader healthcare ecosystem.

Job Summary

The Otsuka Precision Health (OPH) Associate Director and IT Support Lead oversees our IT and tier-one support teams. The primary responsibilities of this role include:

• Manage all production support services and operations.
• Improve service levels.
• Ensure operational excellence.
• Driving high customer satisfaction.

You will manage all escalations, lead operational enhancements and release management, and build partnerships across the support ecosystems to deliver transformative outcomes.

Primary Responsibilities

• Be a focal point for all production support services and operations management globally
• Manage escalations, improve service levels, and lead operational enhancements
• Define a comprehensive support strategy covering both IT functions and platform production support
• Build and manage partnerships to deliver transformative results
• Lead and manage teams of application support analysts and production support engineers
• Manage relationships with strategic vendors and software providers
• Guide joint support projects with several business-enabling functions
• Lead production support by expanding monitoring processes
• Manage the procurement, configuration, deployment, and support of mobile devices, ensuring compliance with company policies and security standards.
• Oversee vendor relationships, with mobile service providers, to ensure service.
• Implement and maintain Mobile Device Management (MDM) solutions and provide training and support to end-users for device usage.
• Maintain business continuity plans and institutionalize best support practices
• Help with IT systems onboarding/offboarding, ensuring every new hire hits the ground running and promptly deactivating accounts of employees that leave us
• Prepare, own, and operate support budget
• Analyze/rationalize the application support portfolio and plans for systems decommissioning and retirements
• Ensure that all support work, including systems retirement, performed by the teams complies with all defined guidelines and SOPs.
• Responsible for vendor performance management and service level management and uses internal/external partner network to lead/support operational innovations and transformations related to novel and distinctive operating models and procedures with OPH's future vision and business/IT strategies.

Qualifications

• Bachelor's degree in computer science, engineering, or related disciplines
• 10+ years' experience in leading technology support and business operations management
• Familiarity with Agile project methodology and development
• Experience with project management practices
• Experience with regulated/validated systems
• Knowledge of the Pharmaceutical Industry
• Prior experience managing large-scale business and IT operations within the pharmaceutical domain
• Experience managing vendor relationships and coordination across multiple support towers.
• Demonstrated leadership
• Experience delivering cost-effective results
• Program leadership and multitasking ability
• Strong negotiation and problem-solving skills
• Financial experience and risk management ability

Competencies
Accountability for Results - Stay focused on key strategic objectives, be accountable for high standards of performance, and take an active role in leading change.
Strategic Thinking & Problem Solving - Make decisions considering the long-term imp