Sanofi Group Enterprise Global Services Delivery, Recurring Services Manager in Bridgewater, New Jersey

Summary:

  • The Enterprise Global Services Delivery, Recurring Services Manager heads up an organization with the mission of ensuring the highest level of technology availability through operational excellence, tactical and strategic problem solving, proactive issue tracking, incident management and problem management while providing the vision to expertly evolve and optimize the service, develop and inspire teams, and execute the correct mix of tactical and strategic initiatives to ultimately deliver optimal business results. Operational stability, and a focus on operational excellence including; service delivery, cost efficiency, and staff development is at the heart of this role which ultimately helps our patients and internal clients.Primary responsibilities for this Director level role will include the following:Develop, implement and monitor global processes for rolling out new technologies and solutions• Develop and maintain relationships with key global external partners dealing with infrastructure, service desk, cloud, and application support providers as well as maintain relationships globally with internal technology, application and business Owners• Define and implement Global Governance Model for Recurring Services - ensuring SLA's are being met for all Service requests, incidents, changes• Provide operational excellence and maintain accountability for the execution of compute services (Data Center, Server, Storage, IAAS and PAAS) and delivery resources• Diagnose, triage, and lead teams during critical incidents and outages to ensure rapid restoration of service and have knowledge and understanding of architecture and design principles of compute solutions for applications or systems• This role gives technical guidance and direction for the platforms that enable customer facing teams to be successful and is accountable for the effective execution of day to day compute operations across environments, and ensuring key "operability" requirements are received for operations to effectively run designed platforms.• Review the performance of operations and identify opportunities for service improvements, optimization, resiliency, security and automation opportunities• Ensure regular and clear communication to align priorities of various teams and partners at local and global levels and across programs/projects• Develop key metrics to promote continuous improvement and optimization of our systems• Understand business processes, key performance indicators, performance trends and how they bring value to our business• Leadership and growth of a diverse team of technologists focused on all areas of the IT Delivery Lifecycle• Lead, support and coach team members, in multicultural global (and remote) environment• Ensure proper associate development goals, targets and opportunities are managed• Diligent in conflict management skills, Listening to, and understanding each audience's vantage point• Influence and build credibility and trust with key business and technology leaders, and create confidence that his/her guidance or influence is essential to the success of the endeavor

Qualifications:

  • Experience in the following:

  • Enterprise infrastructure operations/ service delivery experiences , IT infrastructure services

  • Data center services, hosting, managed services

  • Server/system management (windows, Unix, Virtualization) , backup (Commvault, Netbackup), storage ( EMC, DELL, HP, IBM), database (Oracle, SQL), infrastructure monitoring (BPPM, HPOV), network (LAN/WAN/MAN/ Wireless), security ( Firewall, IDS/IPS, security monitoring, VA, log analysis, certificate management, patching, Anti Virus, Antispam) , middleware ( Tibco, Informatica, JBOSS, .Net, Web logic, Web sphere, Citrix, Sharepoint, documentum etc), batch scheduling/processing, Public cloud (IaaS, PaaS, CaaS, RDS, SaaS) support operations

  • Incident management, service request management, change/release management, problem management, capacity management, configuration management, service level management and availability management processes

  • Hands on experience in driving major incidents, major business projects, major changes, act as on-call management support, be escalation POC for key issues/major downtime

  • Public cloud operations/service delivery experience desirable

  • Working with managed services partners at global scale with onshore and offshore presence

  • Expertise with large data centers and understand key concepts In data center hosting, data center migrations, virtualization, hardware maintenance, software maintenance, software licenses, patching, BIOS, firmware, upgrades, asset management, depreciation etc.

  • Candidate should have fair understanding of outsourcing contracts, service level agreements, MSA, key performance indicators, contract financials

  • Leadership experience in managing internal team, external contractors, large virtual team spread in multi locations globally

  • Understanding of server/system management tools ( HPOV, BPPM, SCCM, SCOM, Bladelogic etc) and ITSM tools (ServiceNow/ BMC Remedy)

  • Automation and orchestration knowledge ( POD, RESOLVE, Scripting, automation) is preferred

  • A background in working with business stakeholders, application teams, infrastructure teams, technical service owners , auditors, hardware/software/services vendors, users and service providers

  • Proven record of with service improvement, service excellence , managing quality /compliance/security and standards

  • This position requires the ability to communicate to a wide array of audiences ranging from the CIO, business leaders, program managers, engineers and technical partners.

  • A working understanding of financial budgeting, forecasting and analysis is required.

  • A minimum of an Associate’s Degree with 12years of professional IT experience is required, or a Bachelor’s degree with a minimum of 10 years of professional IT experience is required

  • This position may require up to 15% overall business travel (domestic and international).

Genzyme Corporation (a Sanofi company) and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law. #LI-SA; GD-SA

Sanofi is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health. We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-term chronic conditions.

With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe.

Sanofi, Empowering Life

Sanofi is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health. We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-term chronic conditions.

With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe.

Sanofi, Empowering Life