IT Services Manager

Amneal Pharmaceuticals • Bridgewater Township, NJ

425d

About The Position

The IT Service & Infrastructure Operations Delivery Manager is responsible for ensuring seamless IT service delivery across all infrastructure operations. This role involves providing leadership in incident and escalation management, overseeing end-to-end support processes, and collaborating with cross-functional teams to drive continuous improvement in IT service delivery. The Manager plays a critical role in resolving escalations, enhancing operational efficiencies, and ensuring a robust IT infrastructure to support business needs.

Requirements

• Bachelors Degree (BA/BS) in Information Technology, Computer Science, or related field - Required
• 7 years or more in IT experience or knowledge
• 3 years or more in IT Service Management
• 2 years or more in training, instructing and/or mentoring
• 2 years or more in professional training or certification in Technical Training or instructing
• Proven experience managing escalations, incident response, and IT infrastructure in a fast-paced environment.
• Background in working with ITSM tools (e.g., ServiceNow, JIRA Service Desk) and infrastructure monitoring tools.
• Strong understanding of IT infrastructure components, including servers, storage, networks, and cloud technologies.
• Familiarity with ITIL processes and frameworks and their application in a business environment.
• Proficient in data analysis for monitoring performance metrics and reporting.

Nice To Haves

• PMP - 1 1/2 Yrs - Preferred
• Knowledge of 21CFR Part 11, Data Integrity, Good Manufacturing Practices (cGMP), Good Documentation Practices (cGDP) and other regulatory requirements.

Responsibilities

• Develop, implement, and maintain IT service management (ITSM) frameworks and processes, ensuring alignment with best practices and industry standards (e.g., ITIL).
• Manage and continuously improve service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs) to meet business requirements.
• Oversee IT change, incident, and problem management processes, ensuring consistent, effective responses to IT service needs and minimizing disruption.
• Identify and implement best practices, automation, and process improvements to streamline infrastructure operations, reduce complexity, and enhance efficiency.
• Conduct root cause analysis on recurring issues, recommending and executing process changes to address bottlenecks and improve infrastructure resilience.
• Standardize and document procedures for infrastructure management, creating clear and consistent processes that promote operational excellence.
• Lead the daily operations of IT infrastructure, ensuring availability, stability, and scalability to support business objectives.
• Monitor system performance, conduct regular audits, and perform maintenance to ensure optimal infrastructure performance.
• Collaborate with engineering, security, and architecture teams to implement proactive measures for system improvements, resilience, and disaster recovery.
• Act as the primary escalation point for complex IT issues, coordinating resources and managing communication to ensure timely resolution.
• Develop and enforce escalation procedures, ensuring critical incidents are prioritized and handled efficiently.
• Conduct root cause analysis for recurring incidents and escalations, working with relevant teams to implement preventive measures.
• Oversee a multi-tiered support structure, ensuring efficient handling of all support requests and alignment with IT service delivery goals.
• Manage and mentor a team of support and operations professionals, establishing clear roles, responsibilities, and performance standards.
• Implement continuous improvement initiatives to enhance support efficiency, response times, and user satisfaction.
• Provide detailed reports on support operations performance, including ticket volumes, resolution times, and satisfaction levels.
• Lead infrastructure improvement projects, coordinating cross-functional teams to achieve strategic objectives on time and within budget.
• Identify opportunities to introduce automation and self-service solutions that enhance infrastructure efficiency and empower users.
• Stay current with emerging technologies and industry trends, recommending innovative solutions to enhance the organization's infrastructure and service delivery.
• Develop, implement, and test disaster recovery and business continuity plans for critical IT systems.
• Ensure regular backups and redundancy mechanisms are in place to safeguard data integrity.

Benefits

• Health insurance
• 401k
• Paid holidays
• Professional development opportunities
• Flexible scheduling

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Chemical Manufacturing
• Education Level: Bachelor's degree