Job Information
ICON Clinical Research Manager, IT Operations in Bangalore, India
ICON plc is a world-leading healthcare intelligence and clinical research organisation. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and public health organisations.
With our patients at the centre of all that we do, we help to accelerate the development of drugs and devices that save lives and improve quality of life.
Our people are our greatest strength, are at the core of our culture, and the driving force behind our success. ICON people have a mission to succeed and a passion that ensures what we do, we do well.
The Role:
Working closely with the IT Operations Director and VP, you will play a key role in continuously enhancing and adapting our End User Services (Hardware Support) to meet the evolving needs of internal and external users across the Asia Pacific Region. This customer-centric role requires excellent people skills and strong technical expertise. If you are passionate about providing exceptional hardware support, thrive in a dynamic environment and driving a high performing team, we want to hear from you!
Duties:
Leadership and Management:
Utilize data-driven insights to optimize the end user services hardware support operation in the APAC region, identifying trends, and implement strategies for continuous improvement.
An effective decision maker who will provide strategic and professional management of the end user services team, providing guidance, support, and direction across multiple locations, fostering a culture of collaboration and excellence. Establish and maintain strong working relationships with regional IT teams, vendors, and other stakeholders and ensure that the team delivers high quality support in line with objectives and SLAs.
Identify training needs and develop a culture of continuous learning and development across the team.
Operational Oversight:
Oversee day to day operations of hardware support, ensuring timely resolution of incidents and requests.
Monitor and analyze performance metrics, identifying areas for improvement and implementing corrective actions as required.
Develop a strong knowledge and understanding of business needs, with the ability to establish and maintain a high level of trust and confidence and translate organisation and customer needs into successful service delivery.
Understanding of and ability to work with non-IT colleaguesand key stakeholders to translate organisation and customer needs into successful service delivery.
Strategic Planning and Implementation:
Spearhead IT projects and change initiatives focused on service quality, optimization of technology, explore and define automation opportunities, and drive efficiency and operational excellence, while ensuring smooth transitions and minimal disruption.
Participate in IT strategy planning activities toimprove costs, performance, service quality and end user satisfaction.
Develop and implement strategies to enhance the efficiency and effectiveness of hardware support services.
Stay up to date with industry trends and best practices, incorporating relevant innovations into the service delivery model.
Collaborate with global IT teams to align regional operations with overall corporate IT strategy.
Customer Service and Support:
Maintain a customer-focused approach, ensuring that end users receive prompt, professional, and effective support.
Develop and implement customer satisfaction improvement initiatives.
Handle escalations and complex issues, ensuring timely and satisfactory resolutions.
Budget, Resource and Vendor Management:
Collaborate with and manage numerous IT service providers and vendors to ensure seamless service delivery.
Manage budget for end user services in APAC, ensuring cost-effective operations.
Optimize the allocation of resources to meet service demand while controlling costs.
To be successful in the role, you will ideally have:
Qualifications
A bachelor’s degree (B.S.) from a four-year college or equivalent knowledge in the IT industry. A master’s degree or relevant certifications (e.g., ITIL, PMP) is a plus.
ITIL Certification is a requirement.Proficiency in IT service management tools and best practices.
Experience:
Minimum of 5 years of experience in IT operations, with at least 3 years in a managerial role overseeing end user hardware or IT service desk support.
Proven experience managing IT operations in a multi-country or regional context, preferably within the APAC region.
Proven experience managing multiple third-party vendors and contractors.
Track record in cost effective budget management.
Experience working with regional regulations and requirements e.g. SEZ
Skills:
Strong leadership and team management skills, with the ability to motivate and inspire a diverse team.
Strong communications and interpersonal skills, with the ability to build effective relationships with stakeholders at all levels. The qualified applicant must have the ability to work with technical groups as well as business representatives at all levels within the organization.
Stakeholder management skills along with strong problem management skills.
Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from the staff.
Excellent skills in business English, verbal and written.
Negotiation and influencing skills.
Other: Some travel and the ability to work flexible hours, including some weekends, may be required.
Competencies:
Customer-focused mindset with a commitment to delivering high-quality service.
Strong organizational and project management skills.
Ability to adapt to a fast-paced and dynamic environment.
Cultural sensitivity and ability to work effectively in a diverse environment.
Strategic thinker with a proactive approach to problem-solving
Benefits of Working in ICON:
Our success depends on the knowledge, capabilities and quality of our people. That’s why we are committed to developing our employees in a continuous learning culture – one where we challenge you with engaging work and where every experience adds to your professional development.
At ICON, our focus is to provide you with a comprehensive and competitive total reward package that comprises, not only an excellent level of base pay, but also a wide range of variable pay and recognition programs. In addition, our best in class employee benefits, supportive policies and wellbeing initiatives are tailored to support you and your family at all stages of your career - both now, and into the future.
ICON, including subsidiaries, is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know through the form below.