IT Support Manager 6 Month FTC

Want a 3D Career? Join Norgine.

At Norgine, our colleagues Dare themselves to be different and try new things, Drive to achieve their goals and beyond, and Develop themselves and their community.

We call it the 3D career at Norgine and it offers you a fully-rounded experience with no limits.

Bring everything about yourself that you’re proud of, whether that’s your passion for making a difference, focus on others’ well-being, or intellectual curiosity to unleash in a fast-paced environment and supportive community.

In return, get a sense of belonging, a long-term career with ongoing development and upskilling, and a company that cares about people’s wellness as much as you do.

Norgine: Transforming Healthcare, Backed by Over a Century of Expertise.

We have an exciting opportunity for a IT Support Manager to join Norgine.

The person holding this position will report to the Director GBS IT Lead and be a member of the IT team.

The core responsibility of the IT Support Manager is to oversee the IT Service Desk and support teams, ensuring services are fit for purpose, cost-effective, well-supported, and delivered with operational excellence. This will be a 6 month FTC role.

KEY RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:
• To oversee the management and development of the 1st and 2nd IT support teams across Norgine.
• Ensure the delivery of a first class IT Service Desk function
• Work with Site Leadership Teams, IT Service Delivery team and IT Engagement Team to ensure provision of SLA and OLAs against all Services supplied and support by IT.
• Ensure the effective monitoring and reporting of Service Desk performance to SLA and KPIs
• Co-ordinate, manage and communicate to stakeholder for all major incidents raised.
• Ensure the Delivery team adhere to both business and IT Governance policies/procedures and when necessary provide guidance to the team.
• Ensure regular reviews are completed with the business to ensure suitable permissions, restrictions and controls are in place to safeguard company data.
• Responsible for ensure the day to day monitoring, maintenance and support of site Servers and Infrastructure.
• Maintain a high level of both formal and informal communication to on site customers, to keep them up to date on any project related matters impacting the sites.
• Work with the IT Engagement teams to ensure there is a cohesive approach to the implementation of new systems; to ensure the effective knowledge transfer to and from the support team and engagement team;
• Undertake regular service reviews and reporting with stakeholders.
• Ensure regular external benchmarking of the IT Support service is undertaken to ensure it reflects best practice within the industry
• Ensuring the appropriate escalation of incidents to the problem management team.
• Responsible for the management of the IT Out of Hours support model.
• Identification of opportunities for improvement and feeding local knowledge back to the Engagement teams help improve services and the removal of non-value added activities.
• Manage staff, structure and budget to provide a customer focused support team of high standard.
• Set and agree key accountabilities, standards of performance and personal objectives for all subordinates.
• Mentor and provide feedback on performance of subordinates.
• Develop staff to ensure that they have the requisite skills and competencies to facilitate personal development and business excellence within the programme, project and process field.
• Ensure the IT contracts database in accurate and reflected of all IT contracts at the local sites.
• Secure fully documented commercial contracts together with an appropriate management framework to include SLA measures of performance, penalties etc. for local suppliers
• Manage the IT Service Delivery cost centre budgets
• Maintain appropriate Standard Operating Procedures and Work Instructions to ensure that configuration and operation of deployed IT infrastructure is performed to approved standards and methods.
• Where necessary manage 3rd party suppliers to facilitate the delivery of IT systems and services to IT.

• 3+ years of experience working in the Pharmaceutical/Healthcare or other heavily regulated industry.
• 3+ years of experience leading remote teams
• Understanding of ITIL; foundation and Service Operations.
• Detailed knowledge of, and experience managing:
-Service Desk
-Active Directory
-Virtual environments
-Disaster Recovery
• Ability to set and manage priorities judiciously.
• Ability to drive improved performance in delivery and customer service
• BS degree, or diploma, in a relevant field.
• Excellent verbal and written English.
• Fluent in German, Italian and English
• Proven Project management experience and a knowledge of project management methodologies.
• Knowledge of GxP, GAMP and regulatory guidelines is highly desirable.
• Experience of leading a small team is desirable.
• Commercial and business acumen as well as high technical awareness in the concept and implementation of technology and systems.
• Good business process understanding to drive effectiveness and efficiency in all business processes.
• Ability to present ideas in business-friendly and user-friendly language.
• Good analytical, evaluative, and problem-solving abilities.
• Service orientation.
• Excellent people skills, ability to build effective relationships
• Ability to motivate in a team-oriented, collaborative environment.
• Ability to prioritise; time management skills
• Good problem solving skills
• Capable of working without supervision
• Motivated and enthusiastic
• A committed team player
• Skills on Microsoft environment like Active Directory, Azure AD, O365, InTune
• Skills on helpdesk troubleshooting
• Strong Knwoledge on ServiceNow

This job description is a summary of the typical functions of the job; not an exhaustive or comprehensive list of all possible responsibilities, tasks and duties. Norgine reserves the right to change responsibilities to meet business and organisational needs as necessary.

Our benefits may vary per location. Please liaise with the Norgine TA representative to obtain more information.

If you want a multi-dimensional 3D career in a leading healthcare organisation, join us.