Minaris Regenerative Medicine GmbH
IT Service Delivery Manager
Minaris Regenerative Medicine GmbH, Allendale, New Jersey, us, 07401
Allendale, 75 Commerce Drive, Allendale, New Jersey, United States of America
Job Description Posted Wednesday, August 27, 2025 at 5:00 AM
Be part of something bigger at Minaris Advanced Therapies—where every role contributes to creating hope for patients around the world. As a global leader in cell and gene therapy development, manufacturing, and testing, we turn breakthrough science into real-world treatments that change lives. Our team of over 1,000 experts across North America, Europe, and Asia has helped bring transformative therapies to market.
At Minaris, you’ll join a purpose-driven community focused on innovation, collaboration, and patient impact. Whether you’re in the lab, in the cleanroom, or behind the scenes, your work will directly support life-saving therapies and make a lasting difference. If you're passionate about advancing cutting-edge science and believe in the potential of cell and gene therapies, we invite you to help shape the future of medicine—one patient at a time.
Position Summary The IT Service Delivery Manager job involves being responsible for ensuring that IT services are efficiently delivered to customers, both internally and externally. This position requires a combination of technical, management and leadership skills to ensure smooth operations. This role serves as an escalation point for ongoing service issues which may include engaging higher tiered technical support and delivering problem\incident management. The IT Service Delivery Manager is responsible for developing and maintaining relationships with customers, ensuring customer requirements are met and for coordinating service delivery with other teams within the organization. The role involves managing the help desk, end user services, asset management, incident management, and problem management. The IT Service Delivery Manager also monitors service level agreements (SLAs), identifies opportunities for improving service delivery, assists in preparing budgets, and managing resources. This position requires excellent communication skills, as the IT Service Delivery Manager regularly interacts with both technical and non-technical stakeholders.
Essential Functions and Responsibilities
Manages the delivery of IT services and ensures they meet the needs of the organization.
Coordinates communication between IT and other departments to ensure seamless delivery of services.
Develops and implements service level agreements (SLAs) to ensure IT services are delivered efficiently and effectively.
Works with IT service providers to ensure service levels are met and problems are resolved quickly.
Takes responsibility for the quality of IT services provided and manages the resolution of any issues that arise.
Develops and manages budgets for IT service delivery, and ensures resources are allocated effectively.
Monitors and reports on service delivery performance to identify areas for improvement.
Develops and implements policies and procedures to ensure consistent and streamlined IT service delivery.
Encourages the adoption of emerging technologies to continually improve IT service delivery.
Provides leadership, guidance, and supervision to IT service delivery staff.
Promote a culture of continuous improvement and customer service excellence.
Serve as the point of escalation for challenging and unresolved problems and or incidents.
Ensure IT systems, hardware and software comply with life cycle replacements schedules.
Responsible for ensuring that the onboarding and exit process of employees is completed in a timely and efficient manner in accordance with the Global Technology standards.
Maintain compliance and awareness of the Minaris Advanced Therapies policies and procedures with special attention to security issues, asset control and license procurement.
Establishes key metrics for monitoring and Service Level Agreements (SLAs).
Perform related duties as assigned or requested.
Use of helpdesk ticketing products such as SolarWinds Service Desk or ServiceNow
Help Desk Management: Supervise and lead the help desk team to ensure efficient and timely resolution of support requests. Develop and implement help desk procedures, workflows, and best practices to optimize support delivery. Monitor help desk metrics and performance indicators to identify trends, areas for improvement, and opportunities for optimization. Foster a customer-centric culture within the help desk team to prioritize user satisfaction and deliver high-quality support services.
Supervise and lead the support teams to ensure efficient and timely resolution of security vulnerabilities, patching, and mitigation.
Establish and maintain incident management processes and procedures to effectively respond to and resolve incidents. Coordinate incident response efforts, including communication, escalation, and resolution, to minimize the impact on business operations. Conduct post-incident reviews and analysis to identify root causes, lessons learned, and areas for improvement. Implement corrective actions and preventive measures to mitigate the risk of recurring incidents.
Asset Management Develop and maintain asset management processes, policies, standards, systems, and measurements that help to effectively manage both daily and long-term its IT asset portfolio (software and technology-related hardware) with regards to cost, control, risk, compliance, business performance objectives, and IT Governance.
Responsible for the governance concerning the ITAM tools (CMDB) applied in managing, monitoring, and reporting on IT assets and inventory.
Knowledge, Skills & Ability
Accountable for metric/performance reporting approach
Accountable in all aspects of Service Provider Performance Management, including escalation and SLA management.
Conducts cost/benefit analysis and identifies value leakage with Service Providers
Provides consistent monitoring & reporting across Service Providers
Participate in the development of service level agreements and in the ongoing management of service level compliance and operational performance reporting.
Responsible for recruitment, development, and retention of End User Support staff
Strong knowledge of help desk software, ticketing systems and IT service management (ITIL) frameworks (e.g., ITIL). Must have a good understanding of ITIL.
Good working knowledge of business applications, networks and Windows workstations.
Excellent analytical and problem-solving skills, with strong attention to detail.
Exceptional interpersonal and communication skills
Excellent written and verbal communication skills, developing and delivering presentations to all levels of management.
Self-motivated with the ability to function independently with minimal supervision in a deadline driven work environment.
Understanding of computer systems validation is desired.
Ability to work in a team environment and independently as required.
Strong project management skills, with an ability to manage multiple projects, schedules, and deadlines.
Participate in Architecture design reviews and other technical governance forums across the organization representing the service delivery team across multiple projects.
Be on call and available after business hours, what would require to work Holidays and weekends
Establish and maintain pertinent policies, standards, and procedures
Perform duties in compliance with applicable regulations and standards such as Sarbanes Oxley Act, FDA Quality System, and ISO (International Organization for Standardization)
Contributes to the overall operations and to the achievement of departmental goals
Perform job specific tasks in compliance with applicable Regulations, International Standards, and Minaris Advanced Therapies Policies and Standard Operating Procedures.
Thorough understanding of Good Laboratory Practices and Good Manufacturing Practices
Other duties as assigned
Education & Experience
6-10 years of experience in a technical role within IT, with substantial managerial experience.
Proven ability to understand and discuss technical concepts, manage trade-offs, and evaluate innovative ideas with internal and external partners.
Collaborate with cross-functional teams, including IT, operations, and security, to address support needs, resolve incidents, and implement solutions.
Communicate effectively with stakeholders, including end-users, management, and external vendors, to provide status updates, gather requirements, and ensure alignment on support priorities.
Strong leadership skills and experience managing a technical team.
Proven experience in help desk management and incident management in a corporate environment.
Ability to prioritize tasks, manage multiple priorities, and work effectively under pressure.
Analytical mindset with a focus on continuous improvement and problem-solving.
BA/BS degree in Information Technology, Business Administration, or related area (or equivalent experience)
Requires some budgeting, analysis, and forecasting.
Must possess above average skills with company-standard desktop and mobile applications.
Thorough knowledge of Service Management principles and Project Management principles (e.g., business case development)
Travel may be required up to 10% to other US/EU sites.
Disclaimer The above information in this description is intended to describe the general nature and level of work performed. It does not contain nor is it intended to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Duties, responsibilities, and activities may change at any time with or without notice.
Minaris Advanced Therapies employees are eligible for a comprehensive benefits package, including medical insurance, vision insurance, dental insurance, 401(k), paid time off, tuition assistance, and more.
Allendale, 75 Commerce Drive, Allendale, New Jersey, United States of America
#J-18808-Ljbffr
Job Description Posted Wednesday, August 27, 2025 at 5:00 AM
Be part of something bigger at Minaris Advanced Therapies—where every role contributes to creating hope for patients around the world. As a global leader in cell and gene therapy development, manufacturing, and testing, we turn breakthrough science into real-world treatments that change lives. Our team of over 1,000 experts across North America, Europe, and Asia has helped bring transformative therapies to market.
At Minaris, you’ll join a purpose-driven community focused on innovation, collaboration, and patient impact. Whether you’re in the lab, in the cleanroom, or behind the scenes, your work will directly support life-saving therapies and make a lasting difference. If you're passionate about advancing cutting-edge science and believe in the potential of cell and gene therapies, we invite you to help shape the future of medicine—one patient at a time.
Position Summary The IT Service Delivery Manager job involves being responsible for ensuring that IT services are efficiently delivered to customers, both internally and externally. This position requires a combination of technical, management and leadership skills to ensure smooth operations. This role serves as an escalation point for ongoing service issues which may include engaging higher tiered technical support and delivering problem\incident management. The IT Service Delivery Manager is responsible for developing and maintaining relationships with customers, ensuring customer requirements are met and for coordinating service delivery with other teams within the organization. The role involves managing the help desk, end user services, asset management, incident management, and problem management. The IT Service Delivery Manager also monitors service level agreements (SLAs), identifies opportunities for improving service delivery, assists in preparing budgets, and managing resources. This position requires excellent communication skills, as the IT Service Delivery Manager regularly interacts with both technical and non-technical stakeholders.
Essential Functions and Responsibilities
Manages the delivery of IT services and ensures they meet the needs of the organization.
Coordinates communication between IT and other departments to ensure seamless delivery of services.
Develops and implements service level agreements (SLAs) to ensure IT services are delivered efficiently and effectively.
Works with IT service providers to ensure service levels are met and problems are resolved quickly.
Takes responsibility for the quality of IT services provided and manages the resolution of any issues that arise.
Develops and manages budgets for IT service delivery, and ensures resources are allocated effectively.
Monitors and reports on service delivery performance to identify areas for improvement.
Develops and implements policies and procedures to ensure consistent and streamlined IT service delivery.
Encourages the adoption of emerging technologies to continually improve IT service delivery.
Provides leadership, guidance, and supervision to IT service delivery staff.
Promote a culture of continuous improvement and customer service excellence.
Serve as the point of escalation for challenging and unresolved problems and or incidents.
Ensure IT systems, hardware and software comply with life cycle replacements schedules.
Responsible for ensuring that the onboarding and exit process of employees is completed in a timely and efficient manner in accordance with the Global Technology standards.
Maintain compliance and awareness of the Minaris Advanced Therapies policies and procedures with special attention to security issues, asset control and license procurement.
Establishes key metrics for monitoring and Service Level Agreements (SLAs).
Perform related duties as assigned or requested.
Use of helpdesk ticketing products such as SolarWinds Service Desk or ServiceNow
Help Desk Management: Supervise and lead the help desk team to ensure efficient and timely resolution of support requests. Develop and implement help desk procedures, workflows, and best practices to optimize support delivery. Monitor help desk metrics and performance indicators to identify trends, areas for improvement, and opportunities for optimization. Foster a customer-centric culture within the help desk team to prioritize user satisfaction and deliver high-quality support services.
Supervise and lead the support teams to ensure efficient and timely resolution of security vulnerabilities, patching, and mitigation.
Establish and maintain incident management processes and procedures to effectively respond to and resolve incidents. Coordinate incident response efforts, including communication, escalation, and resolution, to minimize the impact on business operations. Conduct post-incident reviews and analysis to identify root causes, lessons learned, and areas for improvement. Implement corrective actions and preventive measures to mitigate the risk of recurring incidents.
Asset Management Develop and maintain asset management processes, policies, standards, systems, and measurements that help to effectively manage both daily and long-term its IT asset portfolio (software and technology-related hardware) with regards to cost, control, risk, compliance, business performance objectives, and IT Governance.
Responsible for the governance concerning the ITAM tools (CMDB) applied in managing, monitoring, and reporting on IT assets and inventory.
Knowledge, Skills & Ability
Accountable for metric/performance reporting approach
Accountable in all aspects of Service Provider Performance Management, including escalation and SLA management.
Conducts cost/benefit analysis and identifies value leakage with Service Providers
Provides consistent monitoring & reporting across Service Providers
Participate in the development of service level agreements and in the ongoing management of service level compliance and operational performance reporting.
Responsible for recruitment, development, and retention of End User Support staff
Strong knowledge of help desk software, ticketing systems and IT service management (ITIL) frameworks (e.g., ITIL). Must have a good understanding of ITIL.
Good working knowledge of business applications, networks and Windows workstations.
Excellent analytical and problem-solving skills, with strong attention to detail.
Exceptional interpersonal and communication skills
Excellent written and verbal communication skills, developing and delivering presentations to all levels of management.
Self-motivated with the ability to function independently with minimal supervision in a deadline driven work environment.
Understanding of computer systems validation is desired.
Ability to work in a team environment and independently as required.
Strong project management skills, with an ability to manage multiple projects, schedules, and deadlines.
Participate in Architecture design reviews and other technical governance forums across the organization representing the service delivery team across multiple projects.
Be on call and available after business hours, what would require to work Holidays and weekends
Establish and maintain pertinent policies, standards, and procedures
Perform duties in compliance with applicable regulations and standards such as Sarbanes Oxley Act, FDA Quality System, and ISO (International Organization for Standardization)
Contributes to the overall operations and to the achievement of departmental goals
Perform job specific tasks in compliance with applicable Regulations, International Standards, and Minaris Advanced Therapies Policies and Standard Operating Procedures.
Thorough understanding of Good Laboratory Practices and Good Manufacturing Practices
Other duties as assigned
Education & Experience
6-10 years of experience in a technical role within IT, with substantial managerial experience.
Proven ability to understand and discuss technical concepts, manage trade-offs, and evaluate innovative ideas with internal and external partners.
Collaborate with cross-functional teams, including IT, operations, and security, to address support needs, resolve incidents, and implement solutions.
Communicate effectively with stakeholders, including end-users, management, and external vendors, to provide status updates, gather requirements, and ensure alignment on support priorities.
Strong leadership skills and experience managing a technical team.
Proven experience in help desk management and incident management in a corporate environment.
Ability to prioritize tasks, manage multiple priorities, and work effectively under pressure.
Analytical mindset with a focus on continuous improvement and problem-solving.
BA/BS degree in Information Technology, Business Administration, or related area (or equivalent experience)
Requires some budgeting, analysis, and forecasting.
Must possess above average skills with company-standard desktop and mobile applications.
Thorough knowledge of Service Management principles and Project Management principles (e.g., business case development)
Travel may be required up to 10% to other US/EU sites.
Disclaimer The above information in this description is intended to describe the general nature and level of work performed. It does not contain nor is it intended to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Duties, responsibilities, and activities may change at any time with or without notice.
Minaris Advanced Therapies employees are eligible for a comprehensive benefits package, including medical insurance, vision insurance, dental insurance, 401(k), paid time off, tuition assistance, and more.
Allendale, 75 Commerce Drive, Allendale, New Jersey, United States of America
#J-18808-Ljbffr