Associate Director, End User Services
Marlborough, MA

Job Description

Sunovion Pharmaceuticals is looking for an Associate Director, End User Services to join our Information Technology team in Marlborough, MA.

The Associate Director, End User Services is responsible for ensuring all IT services in the End User area are delivered correctly and with a high degree of quality. This position leads end user strategy & direction, projects, and process improvements to continually improve user functionality & experience. This position leverages outsource vendors to perform operational activities and drives proper performance management to attain results.

Essential Functions:

* Define & drive overall direction, strategy & development for end user services including development and maintenance of road maps; design, testing & implementation of new services; improvements to existing services; and definition & enforcement of standards. Serve as liaison to understand and communicate business user needs and trends.
* Direct and manage End User Services resources to reach quality results and progressive achievements. Define and enhance team dynamics through positive leadership, clear vision and defined deliverable's. Serve as a mentor for direct reports.
* Manage technical architecture for end user services including understanding requirements, evaluation, testing and life cycle management for hardware & software. Stay current with user technology and industry trends. Identify and address opportunities for improved user experience.
* Manage and participate in projects related to end user services including assessment and planning for user requirements & impact, high level design, prioritization and demand management including vendor resources for implementation and transition to operations. Coordinate with IT and other departments as needed.
* Manage vendor relationships with external partners to ensure daily end user services and project activities are delivered according to Sunovion standards. Provide operational oversight for partner delivery of Service Desk and Desktop Support Services. Define & provide escalation points for end user incidents & requests if vendor handling is not sufficient.

Minimum Education, Experience, Knowledge and Skills Required:

* College Degree or equivalent experience required.
* 7 - 10 years experience with end user support leadership in a complex environment supporting Service Desk and Desktop Support services.
* Ability to operate computer and peripheral equipment as needed; ability to plan and control projects; ability to establish and maintain effective working relationships with co-workers, supervisors, technology leaders, and outside vendors in a manner which shows sensitivity, tact, and professionalism; ability to follow or give verbal and written instructions, as applicable.
* Ability to supervise or oversee the operation of a technical team or function, including when performed by outside vendors, and supervise others by assigning/directing work; mentoring, and staff training. Required to read, interpret and apply rules, regulations, policies and/or procedures.
* Experienced in decision-making and problem solving using sound judgment and logic to identify key facts, explore alternatives, and propose quality solutions.
* Knowledge of Service Desk & Desktop Support industry standards and operating procedures.
* Ability to design & implement solutions in support of end user service delivery.

Confidential Data: All information (written, verbal, electronic, etc.) that an employee encounters is considered confidential.

Compliance :Achieve and maintain Compliance with all applicable regulatory, legal and operational rules and procedures, by ensuring that all plans and activities for and on behalf of Sunovion are carried out with the "best" industry practices and the highest ethical standards.

Mental/Physical Requirements: Fast paced environment handling multiple demands. Must be able to exercise appropriate judgment as necessary. Requires a high level of initiative and independence. Excellent written and oral communication skills required. Requires ability to use a personal computer for extended periods of time.