Senior Manager, Service Management & Automation
Core
Own the IT service management practice, automation backlog, and agent estate for Enterprise Technology & Operations, ensuring compliance with GxP and 21 CFR Part 11 standards.
Role type
Senior Manager, Service Management & Automation
Builds
ITSM platform (migrating from Zendesk to Jira Service Management), automated agents, and robotic process automation solutions
Domain
Healthcare IT / Enterprise Technology Operations / IT Service Management
Required skills
ITIL practices, ITSM platform management, automation strategy, GxP compliance, 21 CFR Part 11, stakeholder management, team leadership
Preferred skills
Experience with Atlassian Jira Service Management, AI governance, RPA lifecycle management
Technologies
Zendesk, Atlassian Jira Service Management, RPA tools, AI platforms
Responsibilities
Define and audit ITSM practices (incident, problem, change), manage service performance reporting and KPIs, own the automation backlog and agent lifecycle, lead platform migration and configuration, ensure GxP compliance for automations, manage cross-functional project delivery
Seniority
Senior Manager, hands-on IC with team leadership