ApplyJob Type
Full-timeDescription
Position Title:
Sr. Manager/Associate Director, IT Operations Lead
Reports to:
Head of IT
Role:
The Sr. Manager/Associate Director, IT Operations Lead, is responsible for developing, documenting, evolving, and executing all IT operational functions and services. IT operational core functions are incident, problem, and asset management of all end-user computing, business applications, and audio-visual technologies. Services include employee technology orientation, training, and end-user support. This role is also responsible for measuring and meeting the key performance indicators defined by the Head of IT for each operational function and service.
The role is also charged with scaling operations, optimizing team performance, and providing great team member collaborations and customer experiences. All IT Operations personnel, both internal and/or external vendors, report to the Sr. Manager/Associate Director, IT Operations Lead. The position is outside the Philadelphia headquarters but will support all other Century on-premises locations. This position requires a majority on-site presence.
Responsibilities:
- Define, document, and maintain service level agreements for all tier 1 incidents
- Own all operations technologies conducting the required configuration and maintenance
- Develop and maintain the Operations technology budget
- Manage the software agreements and renewals for all Operations technologies
- Provide direct on-site and remote support for all tier 1 end-user computer and AV support needs
- Balance incident assignments for tier 1 personnel
- Define, identify, and manage all problems linked to incidents and escalate to Tier 2 for assistance and remediation
- Maintain all IT assets (physical computers, workstation equipment, business applications) within the asset management policies and procedures
- Coordinate and/or host large or business-critical in-building AV meetings
- Coordinate agreements and manage the performance of third-party managed service providers (MSPs)
- Design, optimize, and execute the new hire IT, business application, and AV orientation training sessions
Qualifications:
- Bachelor’s degree in relevant area
- 8+ years of information technology experience in the pharmaceutical or biotechnology sector
Requirements:
- Expert understanding of ITIL incident, problem, and asset management
- Strong knowledge of Windows operating systems
- Strong knowledge of Azure Entra ID and Active Directory
- Strong knowledge of M365 applications
- Familiar with Mac and Linux operating systems
- Strong customer-centric behaviors and skills
- Strong teamwork and interpersonal skills
- Strong communication skills
- Ability to be onsite at any Century site when required
Century Therapeutics Inc. is an Equal Employment Opportunity/Affirmative Action Employer - Minority/Female/Disability/Veteran. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, veteran status or any other characteristic protected by federal, state, or local law.
