Associate Director – IT Service Management

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

👔 Director

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Parexel

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1983

⚕️ Healthcare Insurance

🧬 Biotechnology

💊 Pharmaceuticals

💰 Venture Round on 1990-01

Healthcare Insurance • Biotechnology • Pharmaceuticals

Parexel is one of the world's largest clinical research organizations (CROs), providing comprehensive services for the clinical development process from Phase I to IV. The company specializes in portfolio management, clinical trial management, regulatory strategy, market access, and lifecycle management for biopharmaceuticals. Parexel aims to speed life-changing medicines to market by leveraging its clinical, regulatory, and therapeutic expertise. With a global team of over 21,000 professionals, Parexel works to integrate patient insights and innovative trial designs to develop treatments across therapeutic areas such as oncology, neuroscience, rare diseases, and more. It focuses on delivering patient-centric and efficient clinical trials.

📋 Description

• Provide strategic leadership and governance across ITSM processes: Incident, Problem, Change, and Release Management • Define and execute a roadmap to improve service stability, reduce incidents, and increase operational efficiency • Lead, mentor, and develop a global team of ITSM professionals, fostering a culture of accountability, collaboration, and continuous improvement • Align ITSM practices with ITIL frameworks and Parexel’s business objectives, regulatory requirements, and quality standards • Oversee major incident management, ensuring rapid restoration of services and effective executive communication during critical events • Drive root cause analysis (RCA) and problem management practices to eliminate recurring issues • Govern the Change Advisory Board (CAB) and ensure changes are implemented with minimal risk and disruption • Manage release schedules and ensure seamless coordination across application, infrastructure, and business teams • Act as a business owner/stakeholder for ServiceNow ITSM modules (Incident, Problem, Change, Release) • Partner with platform engineering teams to enhance workflows, automation, and reporting capabilities • Ensure accurate data, reporting, and KPI dashboards to support decision-making and executive visibility • Establish and enforce policies, standards, and procedures across ITSM processes • Ensure compliance with GxP, SOX, and other regulatory requirements as applicable • Define and monitor KPIs such as MTTR, change success rate, incident backlog, and problem resolution effectiveness • Drive continuous service improvement initiatives using data-driven insights and industry best practices • Serve as a key liaison between IT, business stakeholders, and executive leadership

🎯 Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred) • ITIL Certification (v3/v4) desirable • Advanced level IT experience with increasing responsibility in IT operations or IT service management • Strong demonstrable experience in IT leadership roles managing global or regional teams • Strong hands-on and strategic experience with Incident, Problem, Change, and Release Management • Proven experience in enterprise environments using ServiceNow ITSM

🏖️ Benefits

• Competitive base salary • Bonus • Company car or car allowance • Holiday • Other leading benefits