Director Of IT End User Services

Jazz Pharmaceuticals Palo Alto , CA 94306

Posted 2 months ago

Overview

Jazz Pharmaceuticals is an international biopharmaceutical company focused on improving patients' lives by identifying, developing and commercializing meaningful products that address unmet medical needs. We are continuing to expand our commercial product portfolio and our research and development pipeline in therapeutic areas that can leverage our unique expertise.

Our therapeutic areas of focus include sleep and hematology/oncology areas in which we have a deep understanding of the patient journey and a suite of products and product candidates to address critical needs.

We are looking for the best and brightest talent to join our team. If you're looking to be a part of a company with an unwavering commitment to improving patients' lives and being a great place to work, we hope you'll explore our career openings and get to know Jazz Pharmaceuticals.

Position Profile

Primary Responsibilities

  • Develop an IT End User strategy and global operating model (organization, talent, employees, vendors, processes, technologies) that addresses Jazz's business needs, is synergistic with the overall IT strategy and is feasible

  • Be an Advocate for a Digital Workplace and improving user experience with proper Organizational Change Management

  • Partner, collaborate and develop strong relationships with functional and site leaders to understand IT End User needs in support of corporate strategy, corporate objectives and major functional objectives

  • Bring in new technology solutions that are relevant and have a demonstrated ability to juggle multiple development projects/activities.

  • Proactively reach out to Jazz global workforce to understand service effectiveness, manage service expectations and be the champion for improving service awareness and productivity.

  • Provide a "World-Class" customer service approach to all end users

  • Develop and maintain 2 year rolling roadmaps that optimally reflect business need priorities, efficient sequencing, resources and funding

  • Execute large global programs or portfolio of projects through effective strategy, prioritization, planning (objectives, success criteria, scope, timelines, and cost) and oversight

  • Manage demand and delivery through internal teams, suppliers and partners through a portfolio of services, projects, operational processes and metrics.

  • Implement policies, procedures, automation and controls for consistent delivery of high availability services in a cost effective manner using the ITIL framework for Service Management.

  • Accountable for Vendor Management, conduct regular business reviews and drive innovation and continuous improvement of the services.

  • Asset life cycle (procurement to retirement) for Services and equipment, including selection of Endpoint devices.

  • Ensure operational resilience and stability of IT Endpoints and Collaboration Services

  • Implement integrated and automated processes that drive operational excellence, be audit ready at all times, sustain knowledge continuity through appropriate level of documentation and cross training

  • Partner with Sr Leadership across IT to implement and operationalize controls necessary for security, GxP, risk and compliance

  • Develop and continuously maintain budgets that align with plans and service levels; proactively improve value over cost ratio

Required Knowledge, Skills, and Experience

  • 10 plus years of progressively increasing responsibility in the End User Services area with a minimum of 5 plus years of hands on experience in managing IT User needs and 15 plus years within IT or relevant area

  • Critical and structured thinking, business acumen and executive level influence to formulate and obtain broad support for proposed IT strategies, organizational structures, operating model and plans; ability to objectively assess, articulate and constructively debate major strengths, weaknesses, opportunities, risks and considerations for multiple alternatives and incorporate input from other stakeholders

  • Extensive and proven operational experience effectively evaluating, designing, implementing and managing 24x7 IT End User Operations and associated vendors with major offices in 2 or more continents (preferably US and EU) and greater than 1,000 employees

  • Ability to use structured approaches for understanding business needs, defining specifications, building and operating solutions that meet service level targets

  • Proven track record and skills to deeply understand vendor service capabilities, assess risks, formulate partnerships/agreements for consistent delivery of high quality services and continuously improve value over cost ratio

  • Strong working knowledge and experience of ITIL and Service Management processes (e.g. incident, problem, change management) and how to integrate them into an effective insourced and outsourced global operating model

  • Passion for service delivery, Customer Service, User Experience and operational excellence

  • Past experience effectively overseeing or managing global help desk with outstanding knowledge of best practices for service design, delivery, monitoring and reporting

  • Strong knowledge of communication platforms, Microsoft enterprise platform and Service Now is desired

  • Strong financial acumen to establish budgets that are driven by plans, accurately forecast costs, efficiently manage variances and improve service value

  • Knowledge of security frameworks, technical design and operational controls is desired

  • Proven track record of executing through global teams, managing remote personnel, developing talent and creating high performing teams

  • Ability to effectively manage large global deployments of new or enhanced IT end user services using vendors

  • Highly customer focused, collaborative, accountable and results driven

  • Excellent verbal and written communication skills; ability to communicate effectively to large audiences via email and in person

  • Ability to establish strong and productive working relationships at all levels (Admin to CEO)

  • Organizational change management experience is a plus

  • Experience with the pharmaceutical industry is plus but not a requirement

  • Functions well in a team environment. Gains consensus, leads, influences, decision making, and ensures cross-discipline participation and feedback.

Required/Preferred Education

  • Bachelor degree in computer science or related degree

Description of Physical Demands

  • Occasional mobility within an office environment

  • Routinely sitting for extended periods of time

Description of Work Environment

  • Work indoors in normal office environment with little exposure to excessive noise, dust, fumes, vibrations and temperature changes

  • Frequent computer use at workstation

  • May move from one work location to another occasionally

  • Responsibilities may require a work schedule that may include working outside of "normal" work hours, in order to meet business demands

Jazz Pharmaceuticals is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender-identity, national origin, disability status, protected veteran status, or any characteristic protected by law.

Jazz Pharmaceuticals is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any characteristic protected by law.


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
User Experience Visual Design Specialist Job

SAP

Posted 1 week ago

VIEW JOBS 10/10/2019 12:00:00 AM 2020-01-08T00:00 Requisition ID: 233147 Work Area: Software-Design and Development Expected Travel: 0% Career Status: Professional Employment Type: Regular Full Time Career Level: T2 Original Posting Date: 10/8/2019 COMPANY DESCRIPTION As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably. Location: Palo Alto, CA Purpose and Objective: SAP Labs LLC. seeks a User Experience Visual Design Specialist at our Palo Alto, CA location to deliver services, tools, and guidelines to ensure the quality regarding usability of SAP products. Expectations and Tasks: Define the product visual identity for SAP products. Based on the requirements described by UX Design and Solution Management, provide visual design support for development projects in delivering graphical assets and detailed design specifications for the target UI technology to enable the implementation of the product visual identity. Work in a multi functional team with UX Designers, Solution Management, and Developers throughout the entire cycle. Apply knowledge of general field user research methodologies. Follow SAP-specific best practices approaches. Collect accurate user data in the field using observational methods such as UCD field-research methods. Analyze raw data and writing research reports. Analyze and synthesize raw field data and compile into summary statistics, tables and graphs. Prepare draft reports (to be reviewed/approved by usability lead or manager) and prepare draft high level summary or quick results email. Accurately collect formative and record summative data, (e.g., time on task and error rates) without introducing experimental observer bias. Analyze raw data and writing research reports. Design basic forms and reports in accordance with SAP technology and UI standards. Design effective and efficient user interfaces where the user task flow is primarily serial in nature. Apply knowledge of basic UI programming interaction models for relevant UI technologies and basic UI visual design programming approach (e.g. style sheets or themes) for relevant UI technologies. Design and implement working prototypes of interaction and information design specifications. Education and Qualifications/Skills and Competencies: Bachelor's degree in Computer Science, Engineering, Design, Human Computer Interaction, or related field and 5 years of experience required. Will accept a Master's degree and 2 years of experience. Work Experience: Experience must include 2 years with the following: Sketch; Photoshop; Zeplin; InDesign; Dreamweaver; and InVision. Travel: N/A Internal use only: reference code lhrs0000 SAP'S DIVERSITY COMMITMENT To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company. SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: hrdirectamericas@sap.com, APJ: hrdirectapj@sap.com, EMEA: careers@sap.com). Requests for reasonable accommodation will be considered on a case-by-case basis. Successful candidates might be required to undergo a background verification with an external vendor. Additional Locations: Nearest Major Market: San Jose Nearest Secondary Market: Palo Alto Job Segment: Engineer, ERP, Graphic Design, Computer Science, SAP, Engineering, Technology, Creative SAP Palo Alto CA

Director Of IT End User Services

Jazz Pharmaceuticals