Hikma Pharmaceuticals USA Inc.

  • IT Service Delivery Lead

    Job Location US-OH-Columbus
    Posted Date 1 month ago(12/19/2018 9:40 AM)
    Job ID
    Job Function
    Information Technology
  • Overview

    Designs and implements mission–critical IT service process across the enterprise.  Key responsibilities include acting as ITSM subject matter expert, leading continual service management initiatives, and managing day-to-day process execution and compliance.   Also responsible for providing IT leadership with cross-process KPIs with data supported recommendation for continuous improvement.


    Asset Management

    • Drive process improvements for IT asset management and connection to long term capital planning for lifecycle management
    • License management – ensure software license optimization
    • Interface with Finance Department for asset reconciliation and alignment


    IT Change Management Process

    • Process owner for the IT Change Management process
    • Ensure communication for upcoming change requests as well as emergency change requests
    • Work with internal Change Managers to ensure all changes are logged and processed according to documented procedures


    Service Interruptions / Outages

    • Ensure outages are documented in the ITSM toolset (e.g. Ivanti)
    • Ensure impact analysis is performed for every outage
    • Ensure notification process is in place for outages and implemented upon determined outage
    • Ensure an escalation process is in place for outages
    • Ensure root cause analysis is documented for EVERY outage that takes place and if future preventative actions are identified that these are documented and planned for implementation
    • Ensure reports are able to be run from ITSM toolset
    • Own the partner relationship for our Mass Notification System



    • Process owner for the IT CMDB, including laptops, servers, DBs, networking gear, software and software licenses, applications and application licenses ensuring CMBD is kept up to date and refreshed with relationships and upstream/downstream dependencies
    • Ensure dashboard availability and visibility for services and health of service (based on open incidents / outages)


    Service Catalog

    • Develop service offerings and associated process definitions
    • Ensure accurate/appropriate service/incident prioritization
    • Ensure RCA on sev 1 and sev 2 incidents
    • Own relationship with external Service Center/Call Center


    SLT/SLA (Service Level Targets/Service Level Agreements)

    • Track and report on cloud, SAAS solutions and 3rd party SLTs and SLAs
    • Review, analyze and drive adherence to internal SLTs and partner SLAs


    Planned outages

    • Connect with the business to understand and develop defined production shutdown windows
    • Understand and plan around site production shutdown windows



    • Key communication liaison between IT and internal communications team
    • Key communications liaison across IT team


    • Bachelor’s degree in related computer science areas or equivalent experience required
    • 5 or more years of experience working within a technical support team plus an additional 2 years of experience as a team lead or manager.
    • Proven track record of delivering top rated customer support.
    • Proven ability to manage challenging and complex customer interactions, demonstrating a logical approach to problem solving.
    • Superior analytical and problem-solving skills.
    • Excellent written and oral communication skills, proven ability to communicate complex technical concepts.
    • Team-oriented and collaborative by nature.
    • Able to manage multiple tasks with competing priorities.
    • Familiarity with ITIL constructs



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