Service Delivery & Vendor Manager

About us

Based in Parma, Italy, Chiesi is an international research-focused pharmaceuticals and healthcare group with 90 years’ experience, operating in 30 countries with more than 6,000 employees (Chiesi Group). To achieve its mission of improving people’s quality of life by acting responsibly towards society and the environment, the Group research, develops and markets innovative drugs in its three therapeutic areas: AIR (products and services that promote respiration, from new-born to adult populations), RARE (treatment for patients with rare and ultra-rare diseases) and CARE (products and services that support special care and consumer-facing self-care).
We are proud to be the largest global pharmaceutical group to be awarded B Corp Certification, a recognition of high social and environmental standards. We are a reliable company that adopts and promotes transparent ethical behavior at all levels. 
We are committed to embrace diversity, inclusion and equal opportunities. In fact, we are a global family made up of different cultures, different genders, generations, ethnicities, abilities, sexual identities and many other enriching diversities. 

Chiesi USA

Chiesi USA is a specialty pharmaceutical company focused on developing and promoting products for the hospital, adjacent specialty and rare disease markets. We are a B Corp™ and Benefit company awarded Top Employer status for six consecutive years and certified as a Great Place to Work. 
At Chiesi, we share an entrepreneurial spirit and act as a force for good, pursuing high social and environmental standards, to ensure the wellbeing of our people, patients, and communities. We offer a work environment where professionals have the opportunity to build a purposeful career focused on helping others while achieving a fulfilling work-life balance, meeting exciting challenges, and engaging in important and rewarding work.

Who we are looking for

 

 

Purpose

Ensure high-quality, cost-effective delivery of ICT services through effective management of external vendors and internal service performance. Coordinate service desk operations and act as the key liaison between ICT and business stakeholders for operational ICT service needs. Please note that we are unable to provide sponsorship or work authorization for this position. The candidate should support our hybrid work model from the Cary, NC office. 

Main Responsibilities

• Manage ICT service delivery across all business units, ensuring adherence to service-level agreements (SLAs) and resolution timelines.
• Oversee the outsourced helpdesk provider and coordinate the Service Desk Specialist to ensure a positive user experience.
• Own the vendor lifecycle: sourcing, onboarding, contract negotiation, performance management, and renewals.
• Define and track KPIs for service desk performance, user satisfaction, ticket management, and vendor compliance.
• Act as a point of escalation for ICT service issues and ensure root cause analysis and continuous improvement actions.
• Maintain the ICT service catalog and collaborate with technical leads to ensure alignment of service levels with evolving business needs.
• Contribute to budget planning and cost control related to external services and operational ICT support.
• Ensure compliance with relevant internal policies and external regulations (e.g., HIPAA, GxP), especially in third-party services
• Accountable for Application Management Services
• Accountable for ICT Governance

Experience Required

• 5+ years of experience in IT service management, vendor management, or operations
• Strong knowledge of ITIL framework and service desk operations
• Experience managing outsourced providers and performance-based contracts 

Technical Skills

• ITIL certification (Foundation or Intermediate level)
• Familiarity with service management platforms like ServiceNow
• Strong interpersonal and negotiation skills for managing vendor relationships
• Understanding of compliance implications when outsourcing (e.g., data processing agreements, SOC 2, HIPAA)
• Proven ability to manage cross-functional stakeholders and service escalations
• Experience with metrics-driven service improvement programs 
• ITSM Tools: Deep familiarity with IT Service Management platforms, particularly ServiceNow, including incident, request, change, and knowledge management modules. Ability to configure dashboa