Director, Digital Core Operations

The Opportunity

Reporting to the Sr. VP, Infrastructure, Tech Ops, Cybersecurity & End-user Services, you will be responsible for operational management of the Digital Core team. You will encompass comprehensive financial management and reporting of the cost center budget ($300M), contract and service tracking, process standardization, service, and performance metrics reporting, and working with the Portfolio team to manage portfolio projects and demand to ensure appropriate resource and commitment management and visibility. You will also meaningfully contribute to managing projects related to the modernization of the technical landscape.

The Role

• Oversee management and reporting of the Cost Center budget. Manage financial expenditures to ensure alignment with the allocated $300M run budget.
• Develop and maintain comprehensive reporting systems for performance metrics, service management and financials (in partnership with Finance and PPPM). Provide regular updates and reports to senior leadership on operational performance.
• Use data-driven insights to drive continuous improvement initiatives and provide strategic insights and recommendations to optimize costs. Manage contracts, including renewal dates and compliance. Ensure all contractual obligations are documented. Work with procurement on contract matters and ensure business reviews take place with key partners

• Work with peers to design, implement and manage processes and standards to enhance service delivery, commitment management, and operational efficiency.
• Ensure team is well versed in processes and standards and develop processes to monitor adherence and continuous improvement.

• Work closely with the Portfolio management team to align resources and commitments with business priorities. Ensure efficient allocation and use of resources and appropriate timing for deliverables.
• Understand constraints and make suggestions optimize resource management and capacity planning with internal and external resources.

• Lead service management initiatives to improve service quality and performance for I&T and managed service providers using input from the service desk, problem and incident management and other sources.
• Develop and track key performance indicators (KPIs) and experience level agreements (XLA) to measure service effectiveness and user experience.
• Deliver high-quality services from the Digital Core team that meet or exceed business expectations.

• Oversight of Managed Service Providers to ensure service level management (SLA) and Experience Level management (XLA) metrics are consistently met.

• Bachelor's Degree required with preferred focus in Information Technology, Business Administration, Strategy/Transformation or a related field. Related certifications, and advanced graduate studies desirable.
• 10+ years' managerial experience and/or demonstrated leadership experience.
• Pharma/Biotech or similarly regulated environment experience preferred
• Experience with operations, finance and resource management.
• 5+ years of supervisory/management experience. Experience in leading teams through transformational programs preferred.
• Experience working with a managed service provider to support, maintain, and improve outsourced services, preferred.
• Technical Experience across domains preferable, however leadership and transformation in IT discipline can offset technical expertise.
• Experience managing and influencing peers, and business colleagues in implementing technology best practices.
• Excellent communication, interpersonal and leadership skills