Job Detail

JOB DESCRIPTION

Job Overview:

The Director, IT Service Engagement has approximately 10-15 direct reports and has a span of influence within the business units and IT (Project Management Organization, Infrastructure, and Application and Service Owners throughout the IT organization).  This position also has influence within Facilities and with business unit leads on a global basis. 

• Leads the Service Engagement team to provide IT service delivery to 71+ sites globally in a complex environment including offices, labs, animal facilities, high security areas, and a large remote worker base. 


• Manages the operational support function and communications between IT and the business on a global basis in a mixed environment of multiple languages, cultures, and laws. 


• Contribute to the IT planning and yearly budgeting cycle to meet the technology and acquisition project requirements on a global basis.  


• Serve as the leadership point of contact supporting EMEA and APAC regions.


• Support the corporate direction and assist locally for these regions for but not limited to, acquisitions, supply chain, deskside support, deskside engineering and service desk activities.


• Support US leadership and lead when applicable, audit findings for these regions, participating in resolution to close findings.

 

Service Delivery and Operational Excellence (100%)

 

• Accountable to global IT leadership for service delivery.  Collaborate with IT and BU Leaders to understand and address customer satisfaction problems.  Provide analysis of customer satisfaction data and implement solutions to improve the delivery of IT services and support continuous improvement.


• Manage and motivate Service Engagement team and project teams, plan work assignments and schedules to ensure deliverables are completed on time and within budget. Guide and monitor work performance of global team supporting 71+ locations.


• Act as “face and voice of IT” to manage relationships with executive level key stakeholders and collaborate on operational IT services for business units/sites.   Act as liaison to the business to mitigate and close process gaps and risks that impact the successful delivery of services to the business.


• Manage the implementation of standard methodologies, processes and tools that are scalable to support a global and complex structure across the Covance organization.  Develop and maintain documentation, work plans and project deliverables. Guide team members and business partners   in the use of standardized methodology and tools.


• Independently work with key stakeholders and SEM team to establish operational goals, metrics and baselines.  


• Initiates direction and implements IT technology solutions.


• Manage senior level communications to increase awareness of service delivery issues and to gain executive support on key initiatives and resolution of issues.


• Establish and maintain effective communications with executive leadership, team members, stakeholders and vendor providers. Communicate status to identified stakeholders.


• Review trends in escalations and evaluate opportunities to resolve with service owners.  


• Partner with service owners to identify new services or assess changes to existing services to improve customer service and meet business needs.


• Promote best in class services through cross-functional teams to meet business needs of internal and external customers. 


• Manages the overall relationship and strategic communications between the business and IT that align capability solutions to business strategy.


• Work with Shared Services groups (Architectures and Standards) to define and standard configuration models for all offices.


• Work with local site management and Shared Services groups to prepare and maintain business continuity plans.


• Develop workflows for implementing newly acquired companies.  Perform gap analysis and facilitation to understand gaps between current and future state.


• Build strong working knowledge of IT standards, capabilities and industry software trends to identify cost savings and increased value.

Minimum Required:

• 10 or more years of IT service delivery experience to lead service groups and guide others on service processes.


• Extensive experience working in a global, matrixed environment to lead teams and initiatives and navigate through multiple cultural, language, and social differences and challenges.


• Experience managing diverse, geographically disbursed staff of 10 - 15 employees / contractors.


• Strong IT, operational, financial and strategic planning and/or development experience.


• Excellent oral and written communication skills to provide clear messages to all levels within Labcorp Holdings. 


• Skilled in performing presentations and leading meetings.


• Demonstrated ability to effectively establish and maintain working relationships with peers and constituents at all levels of the organization including senior leadership.


• Demonstrated analysis and problems solving skills using innovative thinking.


• Able to translate complex issues / topics into language that resonates with clients/customer.


• Travel Globally


• Ability to work in multiple time zones and in diverse cultures. At times the schedule may shift to accommodate the time zone for staff or meetings.

   

Education/Qualifications:

• BS/BA degree or equivalent experience.   


• Effective navigator of a very complex organization – ability to identify resources, manage relationships, and get results.


• Experience working with and negotiating with external vendors.


• Ability to proactively manager others/teams to minimize negative impacts on clients/customers.


• Excellent communication skills.


• Analytical and problem solving skills


• Influencing and negotiation skills.


• Organizational skills.

 

 

Experience:

10 or more years of IT service delivery experience to lead service groups and guide others on service processes.

 

Focus on Clients

► Delivers visible leadership through effective problem-solving and generation of customer solutions.

► Demonstrates a relentless commitment to quality and customer satisfaction.

 

Innovate and Change

► Generates different / unique approaches to interacting with business unit.

► Guides and coaches’ others through the process of change, helping others to successfully manage change in a dynamic environment.

► Keeps current on trends in the IT industry

 

 

Work Well with Others

► Eliminates barriers between individuals, teams, departments, and business units.

► Creates an environment for others to excel.

► Connects individuals to Covance (purpose, mission).

 

Develop Self and Teams

► Engages in continuous learning using a variety of experiences to develop self and others.

► Gives and seeks feedback to find ways of enhancing performance.

► Engages in valuable development discussions.

► Proactively expands expertise in areas of responsibility.

 

Gets It Done

► Maintains a roll-up-your-sleeves mentality and a need for on time, accurate completion.

► Acts with integrity, always doing the right thing even when no one is watching.

► Anticipates obstacles that may prevent meeting business objectives and identifies solutions to overcome difficulties.

► Holds self-accountable for accomplishing results and delivering with precision on commitments.

► Knows how to get things done in a complex, matrixed, virtual, and global organization.

 

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