Director, User Services

4 days ago
Full-time
Executive
Customer and Technical Support
Celerion

Celerion

Celerion is a pioneer in early clinical research, offering Applied Translational Medicine services worldwide to expedite drug development processes.

Pharmaceuticals
251-1K
Founded 2010

Description

  • Lead the global strategy, governance, and continuous improvement of end-user IT support services.
  • Ensure a consistent, high-quality support experience for employees across all Celerion locations.
  • Define service delivery standards focused on responsiveness, quality, customer satisfaction, and operational excellence.
  • Develop trusted relationships with business leaders and translate business needs into service expectations.
  • Serve as the primary operational relationship manager for outsourced end-user support providers.
  • Monitor vendor performance against SLAs, KPIs, contractual obligations, and customer experience goals.
  • Oversee global service desk, desktop support, executive support, field services, and endpoint lifecycle management.
  • Ensure effective incident, request, problem, and knowledge management processes.
  • Drive automation, self-service, and other process improvements to enhance user experience.
  • Mentor internal IT service management staff and support organizational change initiatives.

Requirements

  • Bachelor’s degree in Information Technology, Computer Science, Business, or a related discipline required.
  • 10+ years of progressive IT leadership experience in end-user services, service delivery, or IT operations.
  • 5+ years managing global managed service providers or outsourced IT support organizations.
  • Experience leading global Service Desk and End User Computing environments.
  • Experience managing distributed teams across multiple geographic regions.
  • Experience working in regulated industries such as pharmaceutical, healthcare, clinical research, or life sciences preferred.
  • Microsoft 365 ecosystem experience.
  • Windows endpoint management experience.
  • Mobile device management experience; Intune preferred.
  • Experience with ITSM platforms; ServiceNow preferred.
  • Knowledge of identity and access management, endpoint lifecycle management, and asset management.
  • Knowledge of the ITIL framework and service management best practices.

Interested in this position?

Apply directly on the company website

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