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Lead the PSG IT site service function for Belgium. The primary services delivered include business infrastructure/network and IIOT support, business colleague support (desktop, access & administration), Quality, SOX, GxP regulatory support and customer-specific data delivery.
Embody the concept of Technology, Security and Quality for the Pharma Services IT group.
Be the primary escalation contact for local IT service issues and mentor site Shared Services IT teams to maintain and enhance IT service provided to business colleagues.
Develop strong partnerships with IT Shared Services teams and other Pharma Services IT colleagues to deliver best in class service for the local site.
Collaborate with business colleagues to understand support needs and develop effective partnerships in a complex matrixed environment that delivers IT service excellence to business colleagues.
Collaborate as a member of the PSG IT Ops & Services team to develop and align IT support processes globally to meet business and quality needs including support of regulatory audits, investigations, and CAPA.
Use ITIL and process improvement methodologies (such as Six Sigma, Lean, PPI etc) to drive improvements in IT processes and IT support services. Track metrics against SLA to ensure colleague satisfaction.
Champion innovation by leveraging technologies used at other Pharma Services / Thermofisher sites
Primary contact to support site capital projects and act as IT Subject Matter Expert (SME) for new or existing IT systems and production equipment to insure it is installed according to global security and data integrity (DI) requirements.
Collaborate with Global Infrastructure Services and/or Global Applications to fully leverage Corporate shared services and to implement company standards.
Understand and enforce the company’s system architecture standards and policies to maximize efficiency and support business colleagues.
Ensure an appropriate mix of internal and external end user support resources to enable a flexible cost structure for Pharma Services
Work with site to develop local technology strategy, adhere to objectives, budgets, schedules, and work plans as required by the business unit.
Embody ThermoFisher 4i values: integrity, innovation, intensity, and involvement
Comply with company’s Global IT Policies & Procedures
Minimum Requirements/Qualifications:
Bachelor’s Degree in Computer Science or equivalent.
5+ years of experience working with a team of IT professionals in a very fast-paced, large company environment.
Demonstrated experience in managing a multi-lingual and multi-cultural end user support function with a track record of achieving year over year efficiency gains.
Experience of working in a regulated environment. Working knowledge of Good Manufacturing Practices (GMP) and Computers Systems Validation (CSV) is required. Prior experience with GMP and CSV, preferably within the pharmaceutical industry is a strong plus.
Knowledge, Skills, Abilities:
Broad knowledge of application software, desktop support and IT security required, including demonstrated experience in 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, and analyse, plan, organize and prioritize work
Ability to work in a highly matrixed environment, inclusive of conflict resolution.
Capacity to make decisions or recommendations based on area of assigned responsibility. Uses good judgement in gathering input for decisions.
Ability to quickly understand and adjust to changing business needs.
Strong negotiating and influencing skills.
Strong management skills and understanding of project management lifecycle.
Strong English and French, written and verbal communication skills.
Strong customer service/relationship building skills.
