IT Site Services Manager, Europe

Job content

About Global Blood Therapeutics

Global Blood Therapeutics (GBT) is a biopharmaceutical company dedicated to the discovery, development and delivery of life-changing treatments that provide hope to underserved patient communities. Founded in 2011, GBT is delivering on its goal to transform the treatment and care of sickle cell disease (SCD), a lifelong, devastating inherited blood disorder. In the United States, the company has introduced Oxbryta® (voxelotor) tablets, the first U.S. FDA-approved treatment that directly inhibits sickle hemoglobin polymerization, an underlying cause of SCD.

The European Medicines Agency (EMA) has accepted for review GBT’s Marketing Authorization Application (MAA) seeking full marketing authorization of Oxbryta in Europe to treat hemolytic anemia in SCD patients ages 12 years and older. In addition, GBT plans to seek regulatory approval to expand the potential use of Oxbryta in the United States for the treatment of SCD in children age 4 to 11 years.

GBT is also advancing its pipeline program in SCD with inclacumab, a P-selectin inhibitor in development to address pain crises associated with the disease, and GBT021601, the company’s next generation hemoglobin S polymerization inhibitor. In addition, GBT’s drug discovery teams are working on new targets to develop the next wave of treatments for SCD.

To learn more, please visit www.gbt.com and follow us on LinkedIn and Twitter.

Position Summary

Global Blood Therapeutics (GBT) seeks an experienced EU IT Site Services Manager to oversee site services and ensure that end users are receiving the appropriate assistance in the Europe and the Gulf Cooperation Council (GCC) region. Based in Zug, Switzerland, this position will be responsible for managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of IT Service Desk functions.

Reporting to the Sr Manager, IT Service Desk, this role will be responsible for planning, designing, and analyzing the organization’s service desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will oversee policies and procedures to ensure consistent service levels and quick resolutions. The EU IT Site Services Manager will also contribute to escalated problem resolution to end users when necessary.

Essential Duties And Responsibilities

• Manage the processing of incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
• Ensure that the company’s increasingly mobile workforce is equipped with the appropriate personal computing technology to meet individual and role-based needs in a timely and consistent way
• Oversee the consistent, effective and professional onboarding and exit processes for EU employee and contractor IT needs
• Work closely with technology delivery and applications owners to plan and coordinate service introduction, expansion, reduction and retirement ensuring compatibility and minimizing disruption
• Responsible for regional procurement of IT hardware
• Manage local IT vendors when required
• Support regional and local business teams get the best possible service from providers and help them validate experiential aspects of internal and external partner delivery with consistent and measurable productivity benefits
• Support the adoption of technology and help employees in understanding the technology provided, adapting it to their needs and optimizing their productivity
• Foster relationships with end users and become the champion of end user satisfaction
• Primary contact with site leadership to define and prioritize regional IT service requirements
• Leverage service desk best practices and process frameworks, such as ITIL, to drive continual process improvement
• Build and maintain a close working relationship with regional leadership team, your internal peers and the larger IT organization to provide services around service desk, infrastructure, operations, monitoring and IT security
• Identify process improvement and scalability support solutions as the region continues to grow
  

Compliance

• Ensure all activities and plans are executed in alignment with GBT high ethics and compliance standards as well as with local laws and regulations
  

Qualifications

Required Qualifications, Attributes and Competencies

• BA/BS in computer science, management information systems, or an equivalent combination of education and experience that demonstrates analytical skills, initiative, judgment, decision making and writing ability
• At least three years managing an IT service and support function in an environment similar in size and complexity to GBT
• At least five years’ experience in IT service and support
• Experience with SOX compliance
• Extensive application support experience with Office 365 applications, including Exchange Online and SharePoint Online
• Expert knowledge of Windows client operating systems and Active Directory.
• Experience with single sign-on solutions and multifactor authentication
• Excellent collaboration, problem-solving and troubleshooting skills
• Ability to effectively prioritize, flex and execute tasks in a high-pressure and global environment.
• Ability to create and execute regional and global IT projects with minimal guidance
• Excellent written, oral, and interpersonal communication skills
• ITIL certification a plus
• Microsoft certifications a plus
• Knowledge of Zoom Rooms a plus
• Fluent English required and proficiency in other European languages desirable
  

Travel

• The ideal candidate will be based in Switzerland (Zug preferred) or the UK. The position will require infrequent travel, primarily to GBT affiliate locations in Europe but also to GBT distributor countries.
  

Fit With GBT Culture

• Ability to build strong relationships with co-workers of various backgrounds and expertise
• Ability to function at a high level in a team setting acting as an engaged contributor
• Ability to listen, ask questions and self-reflect to embrace other perspectives and foster personal growth
• Ability to successfully communicate in multicultural teams
• Excitement about the vision and mission of GBT
• Courage to speak up, and to self-reflect to develop self and others
• Flexibility
• Integrity
  

NOTE: This position summary is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Global Blood Therapeutics is an equal opportunity employer and strives to build a diverse and inclusive team.