IT Service Operations Manager

1 week ago

Norristown, Pennsylvania, United States Globus Medical Full time
Job Title: IT Service Operations Manager

Globus Medical is seeking an experienced IT Service Operations Manager to lead our IT service operations team. As a key member of our IT organization, you will be responsible for ensuring the delivery of high-quality IT services to our regional users.

Key Responsibilities:
  • Lead and manage a team of IT service professionals to deliver high-quality IT services.
  • Establish and maintain a culture of high performance, continuous improvement, and customer-centric service delivery.
  • Provide strategic direction and leadership to ensure alignment with global IT objectives and regional business needs.
  • Oversee daily IT service operations, ensuring the delivery of high-quality support and services to regional users.
  • Manage incident, problem, change, and release management processes, ensuring compliance with ITIL standards.
  • Monitor and analyze service performance metrics to identify areas for improvement and implement corrective actions.
  • Support the establishment of key performance indicators (KPIs) and metrics to monitor the effectiveness of process improvements, and assist in preparing reports and presentations to communicate findings and progress.
  • Monitor and manage the performance of IT services to ensure they meet agreed-upon service levels.
  • Coordinate with other IT and business teams to ensure timely resolution of incidents and problems.
  • Drive root cause analysis and implement corrective actions to prevent recurring issues.
  • Act as the primary point of contact for regional business leaders and stakeholders regarding IT service delivery.
  • Build and maintain strong relationships with key stakeholders to understand their needs and ensure IT services meet business requirements.
  • Communicate effectively with global IT teams to ensure alignment and integration of regional and global initiatives.
  • Identify opportunities for process improvements and implement changes to enhance service efficiency and effectiveness.
  • Lead initiatives to improve customer satisfaction and service quality.
  • Conduct regular reviews of ITSM processes and metrics to identify trends and areas for improvement.
  • Manage relationships with regional IT service providers and vendors, ensuring delivery of contracted services.
  • Negotiate and manage contracts, ensuring value for money and adherence to service level agreements (SLAs).
  • Conduct regular performance reviews with vendors to ensure service quality and address any issues.
  • Provide training and support to staff members on new or revised processes, ensuring understanding and compliance with established procedures.
Requirements:
  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Minimum of 8-10 years of experience in IT Service Management or related roles.
  • Strong knowledge of ITIL framework and best practices; ITIL certification preferred.
  • Proven experience in managing and leading IT service operations teams.
  • Excellent problem-solving and analytical skills.
  • Strong communication and interpersonal skills.
  • Ability to manage multiple priorities and work effectively in a fast-paced environment.
  • Experience with ITSM tools (e.g., ServiceDesk, ServiceNow, BMC Remedy) is a plus.
Preferred Skills:
  • Advanced ITIL certifications (e.g., ITIL Expert, ITIL Managing Professional).
  • Project management experience or certifications (e.g., PMP, PRINCE2).
  • Experience with Agile and DevOps methodologies.
  • Knowledge of cloud computing and modern IT infrastructure.
Our Values:
  • Passionate About Innovation: Improving patient care by delivering advanced technology to our customers is at the core of what we do.
  • Customer Focused: We listen to our customers' needs and respond with a sense of urgency.
  • Teamwork: Working together, anything is possible.
  • Driven: We pursue our mission with energy and passion.
Equal Employment Opportunity:

Globus Medical is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, marital status, pregnancy, national origin or citizenship.

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