Director, User Services

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🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

👔 Director

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Celerion

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1971

🧬 Biotechnology

💊 Pharmaceuticals

⚕️ Healthcare Insurance

Biotechnology • Pharmaceuticals • Healthcare Insurance

Celerion is a global leader in clinical research services with a focus on accelerating drug development through translational medicine. The company offers a range of services including early phase clinical trials, bioanalytical sciences, PK/PD studies, biomarkers, and regulatory affairs. Celerion is dedicated to getting drugs to market faster by leveraging their experience and innovative research strategies. Their expertise covers various therapeutic areas such as oncology, metabolic and respiratory diseases, biosimilars, and vaccines. With over 40 years of experience, Celerion has been recognized for their leadership in the clinical research organization (CRO) space and is committed to science and technology-driven innovations that advance healthcare solutions globally.

📋 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. • Drive initiatives that improve employee productivity through technology enablement. • Develop trusted relationships with business leaders to understand operational priorities and evolving technology support needs. • Act as the voice of the business within IT for all user support services. • Translate business requirements into actionable service expectations for internal teams and external partners. • Communicate service capabilities, processes, and performance metrics to stakeholders. • Serve as the primary operational relationship manager for outsourced service providers supporting end-user technologies. • Monitor vendor performance against contractual obligations, SLAs, KPIs, and customer experience objectives. • Conduct regular operational reviews and business reviews with strategic partners. • Escalate and resolve performance issues while driving accountability and continuous improvement. • Partner with Procurement and IT leadership during contract renewals, service expansions, and vendor evaluations. • Oversee global service desk operations, desktop support, executive support, field services, and endpoint lifecycle management. • Ensure effective incident, request, problem, and knowledge management processes are followed. • Promote ITIL-based best practices to improve service quality and operational efficiency. • Drive automation and self-service initiatives to improve user experience. • Champion a customer-first culture throughout IT support operations. • Establish and monitor user satisfaction metrics, including CSAT and service quality trends. • Identify opportunities to simplify support processes and reduce recurring issues. • Lead initiatives that improve the overall digital workplace experience. • Analyze service metrics and operational trends to identify improvement opportunities. • Implement process improvements that increase efficiency, reduce support costs, and enhance service quality. • Partner with infrastructure, security, application, and business teams to proactively resolve systemic issues. • Lead organizational change related to user support technologies and service delivery. • Mentor and develop internal IT service management staff. • Foster collaboration between internal teams and external partners. • Build a culture of accountability, customer service, innovation, and continuous improvement. • Support strategic IT initiatives and organizational transformation efforts.

🎯 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 working in regulated industries (pharmaceutical, healthcare, clinical research, or life sciences) preferred. • Experience managing distributed teams across multiple geographic regions. • Microsoft 365 ecosystem • Windows endpoint management • Mobile device management (Intune preferred) • Microsoft Teams • ITSM platforms (ServiceNow preferred) • Identity and access management • Endpoint lifecycle management • Asset management • ITIL framework and service management best practices

🏖️ Benefits

• Celerion Values: Integrity Trust Teamwork Respect • Celerion is an Equal Opportunity Employer.