IT Support & Services Director

Proclinical is seeking an End User Support and Services Manager. This role will develop and manage end user support and services to meet and exceed IT service levels, objectives, and user satisfaction within a global organization. The successful candidate will have a focus on leadership, service delivery, and continuous improvement.

Responsibilities:

• Develop and improve the end user support organization by revising the operating model, team structure, processes, and methodologies.
• Lead the development of the End User Support & Services capabilities and services roadmap.
• Ensure quick response to business needs and major incidents, maintaining high service availability.
• Promote a customer-service culture within the team and develop strong relationships with end users.
• Oversee IT systems and devices, manage onboarding processes, provide user training, and ensure knowledge transfer of best practices.
• Design and manage ongoing end user support processes and service levels, applying ITIL processes.
• Ensure delivery of support KPIs and SLAs, including VIP satisfaction, and drive continuous improvements.
• Review IT services and support performance to find cost-effective solutions and recommend improvements.
• Collaborate with the Workplace team to define bid requirements for hardware and software upgrades.
• Manage contract lifecycle and renewals, ensuring partner compliance with service commitments.
• Identify and communicate potential opportunities for End User Services innovation.

Key Skills and Requirements:

• Degree in business, digital, IT, or project management.
• Experience in End User Support and Services.
• High-energy work ethic with the ability to drive changes and deliver results.
• Strong results orientation.
• Proven experience in leading End User Support organization design and management.
• Knowledge of ITIL v4 and project management methodology.
• Ability to manage budget planning and follow-up for operations, resources, and projects.
• Understanding of regulatory or statutory compliance, including GxP, GDPR, data privacy, and information security.
• Certifications in technology-related disciplines such as ITIL, PMBOK.
• Fluent in English; conversational French is a plus.

If you are having difficulty in applying or if you have any questions, please contact Pat Melody at p.melody@proclinical.com.

Apply Now:

If you are interested in learning more or applying to this exciting opportunity, please complete the form below and attach a copy of your CV. Alternatively, for further details or to talk directly to a life sciences recruitment specialist, please request a call back at the top of this page.

Proclinical is a leading life sciences recruiter focused on finding exceptional people and matching them with the finest positions across the globe. Proclinical is acting as an Employment Agency in relation to this vacancy.