Celgene Director, IT Service Management in Summit, New Jersey


Celgene is a global biopharmaceutical company leading the way in medical innovation to help patients live longer, better lives. Our purpose as a company is to discover and develop therapies that will change the course of human health. We value our passion for patients, quest for innovation, spirit of independence and love of challenge. With a presence in more than 70 countries - and growing - we look for talented people to grow our business, advance our science and contribute to our unique culture.


The Director is responsible for the leadership and vision for IT Service Management and developing a strategic approach for designing, delivering, managing and improving the way information technology (IT) is used within the organization. Oversee a single source of consistent information on all IT services delivered to the business in the IT Service Catalog; ensure and verify service performance against stated service level agreements; define and oversee Service Management processes. The Director provides vision and leadership toward establishing a world-class service management model that promotes continuous improvement and stakeholder management.

Responsibilities will include, but are not limited to, the following:

  • Lead the IT service management strategy at the enterprise level with the consumer’s user experience and expectations always front of mind

  • Establish a common service strategy and framework for designing and managing IT services.

  • This not only includes a standard taxonomy for what a "service" is, but also the methods for keeping the framework up-to-date as the Business of IT evolves.

  • This includes anticipating services that may arise through emerging trends in technology (robotics, machine learning etc.)

  • Be a change agent to develop a services based culture and operating model across the teams, and customer base.

  • Validate existing services, roles, processes, tools, etc. currently in use within IT

  • With a clear understanding of current state baseline, identify next steps and develop action plans to establish a best in class IT service management capability

  • Partner with relevant IT service owners to conduct design experience sessions to understand what services users/consumers want from IT and how they want to engage, with options and clear transparency on cost

  • Define a consistent services framework, guidelines and approach for defining and supporting IT services, including services governance

  • Lead a community of practice to ensure service consistency across all areas within IT.

  • Develops service management key performance indicators and performs continuous process improvement.

  • Understands business priorities, rationalizes demand and communicates priorities to ensure service management resources are working on the highest value activities.

  • Advances adoption of IT service management through education programs and marketing.

  • Participate in vendor governance to manage supplier expectations around service delivery and SLA compliance.

  • Functions as a subject matter expert for all Service Management processes and toolsets.

  • Fosters relationships with non-IT functions and finds opportunities to assist them with automating service management tasks.

  • Oversee the creation, implementation and adoption of major IT Service Management processes within the IT organization.

  • Create and track quality metrics to understand the effectiveness of processes and inform areas where continuous improvement efforts are needed. Drive a continuous process improvement culture within the organization and lead change management activities as required to meet changing business and user needs.

  • Verify service operations against stated Service Level Agreements and Operational Level Agreements

  • Develop and maintain policies, principles and definitions of service management

  • Ensure consistency between the service catalogue and the overall service portfolio

  • Ensure confidentiality and reliability of corporate data, proprietary information, and intellectual property.



Skills/Knowledge Required:

  • 5+ years of direct experience in IT Service Management & Operations

  • 10+ years of IT Management and Leadership Experience

  • Bachelors degree in Business Administration or related field / Advanced degree strongly preferred

  • Must possess organizational, time management, and motivational skills

  • Ability to analyze problems, determine solutions and produce the desired outcome

  • Must be a team player with a strong work ethic

  • Provide Customer Service above and beyond what is expected

  • Certifications in ITIL or other related IT Service Management Practices or commensurate experience.

  • Advanced knowledge, and experience implementing ITIL Service Management practices in medium to large IT organizations covering Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.

  • Strong knowledge developing and analyzing service metrics and trends.

  • Strong understanding of IT Service Management tools.

  • Demonstrated ability to drive and implement innovative thinking and change within an organization.

  • Highly self-motivated, self-directed, and attentive to detail with ability to effectively prioritize and execute tasks in a high-pressure environments.

  • Expertise in setting and managing customer expectations

  • Skill in conceptualizing creative solutions, as well as documenting them and presenting/selling them to senior management

  • Strong customer focus and ability to manage client expectations

  • Ability to communicate needs and schedules to IT and clients, as well as ensure that plans are in place and standards are adhered to

  • Demonstrated ability to lead and motivate staff to apply skills and techniques to solve dynamic problems

  • Excellent oral and written communication skills, as well as ability to present and explain technical information in a way that establishes rapport, persuades others and gains understanding

  • Strong Customer service skills and focus required.

  • Tenacious, driven, energetic and a high degree of professional integrity.

  • Business awareness of the impact of service levels and any associated failures

Celgene is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status.

Celgene complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must have authorization to work for Celgene in the U.S.

Director, IT Service Management

Location: Summit, NJ, US

Job ID: 17001210