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Thermo Fisher Scientific IT Site Manager in Lexington, Massachusetts

When you join us at Thermo Fisher Scientific, you'll be part of a smart, driven team that shares your passion for exploration and discovery. With revenues of $24 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.

As a Pharma Services Group (PSG) Site IT Lead, you will be responsible for the Information Technology Support function at the local site(s). As part of this role, you will closely align with the Site Leadership Team and IT Business Partner, on all site IT support related endeavors and contribute as a member of the IT Service Delivery Leadership Team toward the development of the function globally. Additionally, you will provide technical leadership to the members of the end user support team, while building excellent business partnerships with site business stakeholders.

Responsibilities

  • Lead the IT support function for the local PSG site(s). The primary services delivered include, but are not limited to, business colleague support (desktop, access & administration), support during Major Incident Management events, support during Quality, Regulatory, or Sarbanes-Oxley (SOX) audits, and application support.

  • Perform desktop and local network troubleshooting as applicable

  • Perform server, enterprise storage and virtualization technology troubleshooting

  • Embody the concept of Quality at the local PSG Site(s), and become a true partner maintaining overall IT Quality Governance for the site

  • Serve as the primary point of escalation for local site Service Issues / Requests

  • Work closely with the Site Leadership Team on the site's technical roadmap and budget, and in collaboration with the IT Business Partner

  • Mentor Local / Global Enterprise Technology Operations (ETO) IT teams to maintain and enhance IT services provided to local business colleagues

  • Develop strong partnerships with Enterprise Technology Operations and other PSG IT regional leadership teams to deliver best in class service and to leverage common standards and tools

  • Collaborate with business colleagues to understand local support needs and develop effective plans to address those needs

  • Collaborate as a member of the PSG IT Service Delivery Leadership Team to develop and align IT support processes globally to meet business needs

  • Use ITIL and Process Improvement methodologies (such as Six Sigma, Lean, Practical Process Improvement (PPI), etc.) to drive process improvements in IT processes and IT support services

  • Document, track, and measure key performance metrics to demonstrate compliance with agreed service levels

  • Where applicable to the local site, hire, train, develop, and setup SMART career development goals and conduct performance reviews as per company policies

  • Establish and adhere to objectives, budgets, schedules, and work plans as required by the local site(s) and PSG IT Organization

  • Embody the Thermo Fisher 4i values: integrity, innovation, intensity, and involvement every day

  • Comply with company's Global IT Policies & Procedures

Experience

  • Bachelor's Degree in Computer Science or equivalent experience and education

  • Where applicable for the local site(s), the candidate should have 5+ years of experience managing a team of IT professionals in a very fast-paced, large company environment

  • Prior experience in hiring employees and conducting performance evaluations

  • Strong knowledge and experience supporting Windows 7 & 10, Windows Server 2008 & 2012, VMware Virtualization, Enterprise Storage Arrays, and Backup Systems

  • Prior experience supporting a mix of on-premise, hybrid, and Cloud-based applications

  • Experience of working in a regulated environment, preferably within Life Sciences as part of a Pharmaceutical Company, Contract Development Manufacturing Organization (CDMO), or Clinical Trials Organization

  • Experience in safeguarding company assets and preserving data privacy (e.g. GDPR)

  • Working knowledge of Good Manufacturing Practices (GMP) and Computers Systems Validation (CSV)

  • Demonstrated experience in working with IT colleagues across various geographies and disciplines

  • ITIL Foundations Certification

  • Six Sigma Green Belt/Black Belt certification a plus

Knowledge, Skills, Abilities

  • Proven track record of leading IT teams and delegating duties and tasks as applicable

  • Demonstrated knowledge of interpreting business needs and translating them into support services

  • Ability to work in a team structure, make decisions, solve problems, communicate inside & outside the organization,

  • Strong analytical, prioritization, and organization skills

  • Excellent written and verbal communication skills

  • Ability to communicate technical concepts to non-technical business stakeholders

  • Strong customer service/relationship building skills

  • Ability to work in a highly matrixed environment

  • Capacity to make decisions or recommendations based on sound judgement and fact gathering

  • Ability to quickly understand and adjust to evolving business needs

  • Strong negotiating, problem-solving, conflict resolution, and influencing skills

  • Clear understanding of the project management lifecycle

  • Ability to juggle and prioritize multiple tasks within a collaborative team environment

  • Demonstrated flexibility and willingness to do what it takes to get the job done

  • Drive and desire to learn and grow both technical and functional skills

Industry

Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.

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