Associate Director, Lab Computing Service Management

Job Description

General Summary:

The Associate Director, Lab Computing Service Management will be a key technical resource in ensuring the planning and delivery of lab operations services for a wide range of commercial-off-the-shelf (COTS) and custom solutions in support of their business partners. This role will partner with DTE and business leadership to plan, manage and coordinate delivery of Lab Computing operational support services to support lab and manufacturing business operations and strategies. Additionally, the Associate Director, Lab Operations Service Management, Business Engagement & Technology will ensure team members maintain reliable, scalable and compliant systems that easily meet business needs by efficient delivery of support services that ensures uninterrupted lab research, quality control and manufacturing shop floor operations. This person will also successfully manage the day-to-day responsibilities of a support team and ensure their success and career development. As a people manager within the organization, this role may have financial accountabilities and human resource responsibilities for assigned staff.

Key Duties and Responsibilities:

• Become a trusted partner of the business leaders within their remit. Understand their needs and vision, and deliver technology support solutions to support and enable their goals and objectives. Effectively communicate service delivery model to customer groups.
• Plan, manage and coordinate delivery of Lab (& Mfg) Operations support service line. Oversite of all lab operations service requests, incidents, and problems.
• Manages, coordinates and reports to management chain, all team activities to address urgent and complicated support issues
• Act as escalation point for all lab operations service requests, incidents and problems. Work with management chain to develop and mature service delivery and ticket escalation processes to ensure free flowing escalation and information sharing within the organization
• Work with customer groups and management chain to monitor sources of planned service demand from various sources (business leaders, customer group project teams, CAPEX requests, Change Control Review Board, governance committees etc.) to proactively plan significant service demand activities and work with management chain to appropriately plan for resources to support the planned demand
• Work with management to ensure adequate staffing levels to support fluctuations in the planned service demand (E.g. due to projects, new applications added to scope) & service levels
• Communicate directly with individual requestors and / or groups to coordinate delivery of services requiring on-site DTE presence
• Work with colleagues in DTE Core Technologies as well as business stakeholders to develop and maintain a long-term life cycle plan for the ongoing maintenance and management of lab computing devices / systems
• Work closely with DTE Compliance, Internal Audit, and Quality Assurance groups as needed to ensure compliance with all appropriate regulations, Vertex SOPs, DTE system lifecycle and change management requirements
• Analyze and regularly report on performance of Lab Ops service team activities. Establish, monitor & report service level KPIs and trends for the service line
• Ensure the following:
  • Incident resolutions are documented in Service portal knowledgebase
  • Problems are documented in Service portal areas, and
  • Devise and deliver solutions to enhance quality of service and to prevent future repeat problems
• Ensure support processes and services address requirements for data integrity, infrastructure / tech refreshes and cybersecurity standards
• Ensure training and experience of the service team members delivering the service is aligned with the appropriate regulatory and Vertex standards
• As a people manager within the organization, work with line management to manage assigned staff in terms of performance, compensation and day-to-day team management
• Identify changes to the business environment (site / dept growth / reductions, special projects etc.) and technology trends that could potentially impact the type, level or utilization of services provided
• Work with Business Owners to coordinate the deployment of any infrastructure, computers or devices supporting lab instrumentation as per business procedures governing standalone instrumentation systems including:
  • Review functional specs / requirements, review qualification plan, coordinate execution of security, configuration and archive connectivity testing per DTE procedures governing GxP lab computer system administration and maintenance
  • Configure workstation and system software
  • Manage secure access for authorized users

Knowledge and Skills:

• In-depth and specialized knowledge in the core disciplines of IT Service Management, ITIL practices and their application in support of lab and/or manufacturing system in life science GxP environments
• In-depth and specialized knowledge in management and support of GxP computerized equipment and instrument systems
• Significant experience in building productive partnerships with business stakeholders and influencing them to take action
• In-depth and specialized understanding of the business, processes, and any appropriate regulatory environments
• Results oriented manager with a proven track record of on-time service delivery
• Exceptional written and verbal communication skills and ability to present in a clear and concise manner to all audiences
• Exceptional analytical, quantitative, problem-solving, and prioritization skills, including the development of business cases/ value propositions
• Substantial program/ project management, demand management, resource management and system life cycle expertise
• Strong analytical and problem-solving abilities including development of business case / value propositions
• Proven capabilities in people management and building high-performing teams
• Prior experience with running IT managed services or outsourced/ offshore teams
• Superior MS Office skills, including MS Project & Visio, Excel and PowerPoint Experience
• Strong experience in Agile methodology

Education and Experience:

• Bachelor's degree in technology discipline or equivalent
• Eight (8) years relevant business systems experience in the Life Sciences industry, or the equivalent combination of education and experience
• Prior experience in IT Service Management function managing systems / teams using ITIL (or equivalent) ITSM practices
• Prior experience supporting lab instruments and / or manufacturing shop floor equipment and associated computing devices in GxP regulated environment
• Certification in ITIL or equivalent service management methodology

Flex Designation:

Flex Eligibility Status:

In this Hybrid-Eligible role, you can choose to be designated as:
1. Hybrid: work remotely up to two days per week; or select
2. On-Site: work five days per week on-site with ad hoc flexibility.

Note: The Flex status for this position is subject to Vertex's Policy on Flex @ Vertex Program and may be changed at any time.

Company Information

Vertex is a global biotechnology company that invests in scientific innovation.

Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the recruiter or hiring manager, or contact Talent Acquisition