Associate Director IT- User Services, Onsite Specialty Support

South San Francisco
California, United States of America

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The Position

The Associate Director of IT User Services, Onsite Specialty support is accountable for the leadership and management of a team of IT professionals located in South San Francisco, Vacaville, Oceanside, Hillsboro, and Kentucky that delivers informatics solutions and high level technical support to the Manufacturing, Research and Distribution business sites. This position reports to the Head of IT Americas Pharma User Services & SSF Local Site/Shared Solutions.

Job Responsibilities:

  • Lead and manage a regional team of Managers and Technology Specialists working on a diverse scope of complex problems and initiatives including career development, coaching, performance and compensation.
  • Establish organizational strategies, objectives and assignments; Provide guidance to staff based on organizational goals and company policy.
  • Build and nurture strategic & operational partnerships with key business stakeholders (including User Services, Service Desks, GIS, Global Service Transition, ITA, EMEA and APAC Regional Service Centers, global Solution owner, Portfolio Managers and Operations) to ensure a successful delivery of fit-for-purpose services.
  • Develop and maintain IT strategy, roadmap and solutions for GxP labs and Manufacturing shop floor by partnering/collaborating closely with business stakeholders (Automation, gRed, FPPM, and FPPQ).
  • Define and establish SLAs, OLAs, Key Performance Indicators (KPIs) and manage team performance to achieve defined objectives.
  • Consistently monitor and optimize the quality of service by reporting on metrics, KPIs, stakeholder input and voice of the end user.
  • Perform all administrative processes and procedures to ensure that the corresponding services meet defined SLAs for availability and performance.
  • Ensure Pharma Informatics Operating Model (piOM) is well understood and followed by staff members.
  • Financial budgeting, forecasting and performance

This position is not eligible for relocation.

Job Qualifications:

  • Bachelor’s Degree or equivalent in Engineering, Information Systems, Computer Science, Business or the Life Sciences, with 12 plus years of relevant technical and business experience. Must have experience leading medium size teams for at least 5 years including people performance, budget management, vendor management, and contractor administration.
  • Experience managing teams supporting and designing nonstandard, specialty solutions that align with business need and GxP requirements.
  • Experience managing, leading, and coaching managers as well as individual contributors
  • Strong understanding of client computing technologies including Windows, Mac, mobility, network (LAN, WAN, VPN), print services, standard enterprise applications (Google, Office, browsers), device management (Casper, SCCM) and Pharma applications.
  • Strong understanding of ITIL Service Management (Incident/request/change/problem/configuration/knowledge management), Lab system Lifecycle Management and project management.
  • Proven strategic leadership experience and ability to facilitate alignment across multiple customer groups.
  • Demonstrated ability to translate strategic opportunities and emerging technology solutions into executable plans
  • Passionate advocate for end users and for providing amazing customer service.
  • Ability to effectively communicate to all levels of the organization (written and verbal).
  • Proven ability to work in a fast-paced environment. Experienced working in a matrix, global organization.
  • Experience in Pharma Industry preferred.

Who We Are

A member of the Roche Group, Genentech has been at the forefront of the biotechnology industry for more than 40 years, using human genetic information to develop novel medicines for serious and life-threatening diseases. Genentech has multiple therapies on the market for cancer & other serious illnesses. Please take this opportunity to learn about Genentech where we believe that our employees are our most important asset & are dedicated to remaining a great place to work.

The next step is yours. To apply today, click on the "Apply online" button.

Genentech is an equal opportunity employer & prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, disability, marital & veteran status. For more information about equal employment opportunity, visit our Genentech Careers page.

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