Site IT Technical Manager – Durham, NC

Site IT Technical Manager – Durham, NC

The purpose of the Site IT Technical Manager role is to lead or support a local small team of skilled & specialist IT professionals who will deliver and actively drive improvements for the IT infrastructure, tools and services that directly support the workforce across their site.  The role will have an in-depth understanding of ETS technologies and services as well as the delivery organisation, their operations, SPOC and engagement ways of working.  In liaison with Site IT Technical Lead and service capability owners they will document the technical landscape of the site ensuring its current and future performance will meet business need. 

Key Accountabilities & Responsibilities: 

• Responsible for the highest levels of user experience and satisfaction for all services delivered into their site including new service introductions.  Work with required teams and Service Improvement Lead on Site SIPs as required to increase satisfaction and Pulse scores. 

• Responsible for proactively leading expectations and enabling colleagues to exploit our services at a site level through communication, education and awareness, referral to specific services that underpin delivery including Service Levels and bringing to bear use of effective core IT processes. 

• Responsible for service performance levels attainment of locally owned services, utilising standardised dashboards and visual performance management techniques to see daily, weekly and monthly service attainment, risks and issues and linkage to service improvement plans. 

• Responsible for driving service standards, engagement with global processes and ensuring local infrastructure is lifecycle run in liaison with any local Site/Marketing Company/Commercial Business function. 

• Operate a high level of knowledge of key ITSM toolset and processes, performance measurement platforms and reporting capabilities ensure they are understood, utilised and support daily run of service across the team. 

• Acts as a partner concern point for high-priority service issues relevant to their site and support the resolution of issues working with the Command Centre, Owners and business aligned BTGs, attendance at bridge calls. 

• **Responsible for the delivery of OCS specialist services in full liaison with Operations IT strategy for lab technology and equipment.  Daily run of OCS services to a set of global standards and operating procedures ensure the service delivered is globally consistent for the site. 

• **Responsible for the delivery of AskIT, Onsite & VIP services as OneIT with the Service Experience team aligned to global strategy, a set of global standards and operating procedures ensuring the services delivered at the site are globally consistent. 

• **Oversee/handle lifecycle management of local infrastructure working closely relevant ETS Tower on the currency of servers at the site to ensure resilience and minimise business risk.   

• Support the delivery of asset build/provision services in the site working closely with Direct Channels Lead for relationship with the service delivery partner. 

• Support project planning and delivery for site impact and change.  Assist with requirements gathering, impact assessment, project planning and ultimate delivery into a site, calling out appropriate specialized needs and/or resource. 

• Support project delivery of any site footprint changes, including site expansions or reductions and put demand into delivery organisation. 

• Ensure IT is carried out in a compliant manner in the site, including asset management, SOx, GxP and IT security, internal and external assurance activities are driven and outputs actioned.  Implement global/direct controls and influencing non IT personnel appropriately.   

• Partner with IT Quality Management & IT Security experts to ensure input of specialist knowledge for compliance aligned with regulatory requirements, customer expectations and IT strategy. 

• Champion the use of ETS technology and service catalogue adoption across the site and avoid duplicate or parallel technologies/services introduced locally. 

Service Innovation: 

• See opportunities to automate, consolidate or rationalise IT service delivery in the site in agreement Site IT Technical Lead and then with service owners. 

• Support the Remote Channels Lead to ensure IT Remote Service Channels are developed, promoted, adopted and content is enriched for local use in local language in the site.