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Company

Original Job Post

Vertex Pharmaceuticals · 2 days ago

Associate Director, Lab Computing Service Management

Boston, MA

Full-time

Onsite

Director

8+ years exp

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Responsibilities

Become a trusted partner of the business leaders within their remit. Understand their needs and vision, and deliver technology support solutions to support and enable their goals and objectives. Effectively communicate service delivery model to customer groups.

Plan, manage and coordinate delivery of Lab (& Mfg) Operations support service line. Oversite of all lab operations service requests, incidents, and problems.

Manages, coordinates and reports to management chain, all team activities to address urgent and complicated support issues

Act as escalation point for all lab operations service requests, incidents and problems. Work with management chain to develop and mature service delivery and ticket escalation processes to ensure free flowing escalation and information sharing within the organization

Work with customer groups and management chain to monitor sources of planned service demand from various sources (business leaders, customer group project teams, CAPEX requests, Change Control Review Board, governance committees etc.) to proactively plan significant service demand activities and work with management chain to appropriately plan for resources to support the planned demand

Work with management to ensure adequate staffing levels to support fluctuations in the planned service demand (E.g. due to projects, new applications added to scope) & service levels

Communicate directly with individual requestors and / or groups to coordinate delivery of services requiring on-site DTE presence

Work with colleagues in DTE Core Technologies as well as business stakeholders to develop and maintain a long-term life cycle plan for the ongoing maintenance and management of lab computing devices / systems

Work closely with DTE Compliance, Internal Audit, and Quality Assurance groups as needed to ensure compliance with all appropriate regulations, Vertex SOPs, DTE system lifecycle and change management requirements

Analyze and regularly report on performance of Lab Ops service team activities. Establish, monitor & report service level KPIs and trends for the service line

Ensure the following:

+ Incident resolutions are documented in Service portal knowledgebase

+ Problems are documented in Service portal areas, and

+ Devise and deliver solutions to enhance quality of service and to prevent future repeat problems

Ensure support processes and services address requirements for data integrity, infrastructure / tech refreshes and cybersecurity standards

Ensure training and experience of the service team members delivering the service is aligned with the appropriate regulatory and Vertex standards

As a people manager within the organization, work with line management to manage assigned staff in terms of performance, compensation and day-to-day team management

Identify changes to the business environment (site / dept growth / reductions, special projects etc.) and technology trends that could potentially impact the type, level or utilization of services provided

Work with Business Owners to coordinate the deployment of any infrastructure, computers or devices supporting lab instrumentation as per business procedures governing standalone instrumentation systems including:

+ Review functional specs / requirements, review qualification plan, coordinate execution of security, configuration and archive connectivity testing per DTE procedures governing GxP lab computer system administration and maintenance

+ Configure workstation and system software

+ Manage secure access for authorized users

Qualification

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Life Sciences IndustryIT Service ManagementITILITSM PracticesLab InstrumentsManufacturing Shop Floor EquipmentGxP Regulated Environment