Strong global performance supported by unprecedented growth in the BRIC countries has driven this FTSE 250 biotech business to the top of its sector. This sustained growth over the last few years has provided a platform for investment and improvement in its core IT services. Support and service delivery will be a key area for development and to that end we are looking to appoint a Global Support Manager. This is an opportunity to build a true global team and further professionalise the support function within this highly successful and complex business.
The Global IT Support Manager is a new position within the business and will report directly to the CIO. The responsibilities that this role will have are currently rolled into other posts that operate on a geographical vertical. This new position will allow for a global view to be taken of IT Support, Service Delivery, Change Management and Project Management; whilst at the same time adding much needed capacity to the IT management team. The role will be responsible for providing support across the three main geographical centres (Americas, Europe, Asia) to 2500 employees, as well as horizontally across all business sectors. The Global Support Manager will also be Asia IT Manager responsible for relationship management within the region. This activity will not require any direct reports but is designed to enable open communications between the business and IT and will provide the conduit for the free flow of ideas and innovation, as well as the being the single trusted source of information for change management and growth.
Job Specification
- Responsible for IT First Line Support to 2500 users around the world.
- Manage and co-ordinate the Americas Helpdesk, the European Helpdesk, and the Asia Helpdesk, establishing and promoting a consistent and high standard of service.
- Manage department of 11 people, including 4 direct reports.
- Member of the IT Senior Management Team.
- Responsible for maintaining IT software and hardware standards within the company.
- IT Security Manager, responsible for setting and maintaining appropriate IT security standards and measures.
- Identify and sponsor/implement regional based IT project delivery in co-ordination with the Global Applications Manager and Global Infrastructure Manager.
- Asia IT Manager, responsible for relationship management within the Asian Management Team, identifying investment and innovation opportunities from within the business, leading the application of IT into Asia to add value and improve customer service.
Annual Budgetary Responsibility
This role will carry a high budgetary responsibility relative to the IT function.
Operational expenditure - £3.1m (47% of annual spend)
Capital Expenditure - £500,000 (41% of annual spend)