Pharmaron
IT Service Manager
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Job Introduction
Position: IT Service Manager
Location: Hoddesdon, Hertfordshire (On-site 5 days per week)
Pharmaron is a global CRO helping pharma and biotech companies bring new therapies to life. With over 25,000 employees worldwide across 28 locations in the US, UK and China, we support drug discovery through to manufacturing with fully integrated, high-quality services.
We’re proud of the impact we make and just last year, we supported over 780 discovery projects, 1,000+ CMC programmes, and 1,000+ clinical trials across all phases. Our teams are involved in everything from small molecules to biologics and gene therapies, and we work with more than 3,000 global customers. To learn more, visit www.pharmaron.com.
We are looking for an experienced IT Service Manager to lead the delivery of high-quality IT services to our clients. This is a key role for someone with a strong background in IT Service Management, ITIL best practice, ISO 20000 standards and ITSM systems, who can combine hands-on technical knowledge with strong leadership and client relationship management.
You will be responsible for ensuring effective, timely and reliable IT service delivery, while continuously improving processes, managing service performance and supporting the successful delivery of new IT systems and services.
Key Responsibilities:
- Manage the delivery of IT services to clients, ensuring services are delivered effectively, efficiently and in line with agreed expectations.
- Act as the primary point of contact for clients on IT service delivery matters, building strong and trusted relationships.
- Develop, maintain and continually improve IT service management policies, processes and procedures aligned to ISO 20000 and ITIL best practice.
- Monitor, report and act on service delivery performance, including SLAs, KPIs and other service metrics.
- Lead and support a team of IT service delivery staff, ensuring they are well-managed, prioritised and supported.
- Work closely with internal IT teams to ensure joined-up, consistent and effective service delivery across the organisation.
- Support the design, deployment and transition of new IT systems and services as part of wider project and business initiatives.
- Maintain a hands-on role in troubleshooting, administration and maintenance of key IT software systems and hardware.
- Collaborate with compliance teams to ensure IT services and processes meet relevant industry standards and internal requirements.
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About You:
The ideal candidate will be a confident IT Service Manager with strong practical experience in service delivery, ITSM frameworks and Microsoft technologies. You will be comfortable working with both technical and non-technical stakeholders and able to manage competing priorities in a fast-paced environment.
You will bring:
- A degree in Computer Science, Information Technology or a related field.
- ITIL Foundation certification or higher.
- Strong experience in IT service management and service delivery.
- Practical knowledge of core Microsoft technologies.
- Experience working with ITSM systems and service management processes.
- Knowledge of ISO 20000 standards and ITIL best practice.
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management skills.
- Strong leadership capability, with experience managing or supporting IT service delivery teams.
- The ability to work well under pressure and manage multiple priorities effectively.
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Why Pharmaron?
This is an excellent opportunity to take ownership of IT service delivery in a client-focused environment, helping to shape and improve ITSM processes while supporting the successful delivery of critical IT systems and services.
You will play a visible role in driving service quality, improving operational performance and ensuring clients receive a professional, responsive and reliable IT service.
Collaborative Culture: Thrive in our inclusive and collaborative environment, where teamwork and innovation go hand in hand. Here, your voice matters, and your contributions make a real impact. "Employees Number One" and "Clients Centered" are the core cultural values at Pharmaron. Our culture, which sets Pharmaron apart from other organizations, has evolved from our deep commitment to our employees, partners and collaborators.
Pharmaron is a premier service provider for the life sciences industry. Founded in 2004, Pharmaron has invested in its people and facilities and established a broad spectrum of research, development, and manufacturing service capabilities throughout the entire drug discovery, preclinical, and clinical development process across multiple therapeutic modalities, including small molecules, biologics, and CGT products. With over 25,000 employees and operations in the U.S., the U.K. and China. Pharmaron has an excellent track record in delivering R&D solutions to its partners in North America, Europe, Japan, and China.
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