IT Manager, Service

3 weeks ago

Cambridge, Canada Septodont Full time

**General information**:
**Reference **:2024-1705

**Position description**:
**Job Title**:
IT Manager, Service & Support - Americas

**Company Details**:
Novocol Pharma is a growing contract development and manufacturing organization (CDMO), specialized in sterile injectable cartridges and combination product manufacturing. We strive for excellence and customer-centricity to deliver value to global pharmaceutical clients through contract services for drug development and commercial manufacturing. With over 40 years in operation, our team of 600 employees and modern facilities, located in Cambridge, Ontario provide a personalized and responsive experience for our customers. We are focused on serving our strategic partners and patients with quality, integrity, and value.

Our employees are our number one asset We offer developmental opportunities, excellent compensation and benefit programs, discounted gym memberships, work/life balance programs, employee recognition, social events and spirit days.

We are a proud member of the Septodont group of companies. Septodont is a pharmaceutical and medical device company with a global leadership position in dental pain management. The group counts over 2000+ employees worldwide and has remained a 100% family owned company for over 90 years. Our Cambridge facility serves as a significant manufacturing site within the Septodont group with high volume dental anesthetic production for a global customer base.
We have an opportunity for an IT Manager, Service & Support - Americas.

**Job Summary**:
The IT Manager, Service & Support - Americas reports to the Senior IT Manager, Operations and manages all areas of IT Service and Support in the region. Acting as the management level contact for local needs including for the Cambridge site. This includes managing and mentoring the IT staff responsible for service delivery, help desk, and end user computing. This leadership role is a champion of customer centric behaviours, focusing the IT Service and Support team on achieving service levels and enhancing end user computing through customer centric service delivery.

**Responsibilities**:
Delivers cost-effective operations that fully support and enable strategic objectives for the region.

Leads by example, reinforcing expected behaviours within the team, driving a service excellence culture:

- Seeing everything through the lens of the customer.
- Paying attention to the physical environment because everything speaks.
- Providing service delivery that will create service wows.
- Developing processes that make employees service heroes for doing an outstanding job.

Champions ongoing improvement, and markets I&O to the organization by:

- Focusing on customer-facing activities.
- Acts as the local business partner for the region ensuring customer requirements are understood and facilitating communication with local management teams with specific focus as the first point of contact for the Cambridge site.
- Managing from a customer value creation perspective using:

- Customer value creation metrics (what is important to the business).
- An emphasis on customer-focused problem solving workflows (agile, lean).
- All staff empowered to take proactive action to prevent performance issues.
- Prioritizing customer-centric behavioural competencies and technical skills for developing and hiring staff:

- Developing behavioural competencies, as well as new technical skills.
- Protecting staff time for development.

Leads the local Service Support function with a mission focused on:

- Champion service excellence in:

- The onboarding of new employees ensuring all tools and technologies are properly prepared and trained.
- Support help desk (including Incident, Problem, Change, and reporting)
- Deployment and support of employee devices including management of the hardware lifecycle
- Follow up on end user device metrics including hardware, software (i.e. Windows Updates), and security deployments (i.e. disk encryption, endpoint protection) to ensure devices maintain a high level of security and capabilities

Manages help desk and support service levels, including for on-call support outside of regular business hours, to ensure: availability of resources according to business needs (internal and external); and timely escalation of requests/issues.

Leads continuous improvement activities related to service delivery and end user experience liasing with the appropriate I&O teams.

Ensure IT Security playbooks are followed and security incidents are properly prioritized and escalated.

Contributes to the preparation and management of staffing, capital and operations spending plans.
Manages the performance and development of all direct reports.

Responsible for hiring, identifying skill gaps, and appropriate training/development.

Ensures hardware and software assets are tracked and software license compliance is maintained.

Responsible for compliance to GxP guidelines

**Qualifications**:

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