Bounty Hunter World
About the Organization
Our client is a publicly traded, global biopharmaceutical company based in New Jersey. Founded
in 2002 it has grown from a generics startup into a robust pharmaceutical organization with over
8,000 employees. It has a strong emphasis on innovation, quality, and community impact. They
develops, manufactures, and distributes more than 280 products across Generics, Specialty
branded drugs, Biosimilars & institutional injectables.
What is the Role?
The IT Service & Infrastructure Operations Delivery Manager is responsible for ensuring
seamless IT service delivery across all infrastructure operations, providing leadership in incident
and escalation management, and upholding high standards of support. This role oversees end-to-
end support processes, monitors key performance indicators, and collaborates with cross-
functional teams to drive continuous improvement in IT service delivery.
What will you do?
IT Service Management
Develop, implement, and maintain IT service management (ITSM) frameworks and
processes, ensuring alignment with best practices and industry standards (e.g., ITIL)
Manage and continuously improve service level agreements (SLAs), operational level
agreements (OLAs), and key performance indicators (KPIs)
Oversee IT change, incident, and problem management processes
Process Improvement and Optimization
Identify and implement best practices, automation, and process improvements to
streamline infrastructure operations
Conduct root cause analysis on recurring issues and execute process changes
Standardize and document procedures for infrastructure management
Infrastructure Operations
Lead daily operations of IT infrastructure, ensuring availability, stability, and scalability
Monitor system performance, conduct regular audits, and perform maintenance
Collaborate with engineering, security, and architecture teams for system improvements
Escalation Management
Act as primary escalation point for complex IT issues
Develop and enforce escalation procedures for critical incidents
Conduct root cause analysis for recurring incidents and escalations
Support Delivery Management
Oversee multi-tiered support structure and manage support team
Implement continuous improvement initiatives to enhance support efficiency
Provide detailed reports on support operations performance
Project Management and Process Innovation
Lead infrastructure improvement projects and coordinate cross-functional teams
Identify opportunities for automation and self-service solutions
Stay current with emerging technologies and industry trends
Business Continuity and Disaster Recovery
Develop, implement, and test disaster recovery and business continuity plans
Ensure regular backups and redundancy mechanisms are in place
What skills are required?
Partnership Skills: Cross-functional collaboration, vendor management, stakeholder
engagement
Technical Skills: IT infrastructure components (servers, storage, networks, cloud), ITSM tools
(ServiceNow, JIRA Service Desk), infrastructure monitoring tools, ITIL processes, data analysis
Analytical: Root cause analysis, performance metrics monitoring, process optimization, KPI
management
Leadership: Team management, mentoring, escalation handling under pressure, change
management
Communication: Advanced written and verbal communication, customer service excellence,
professional training and instruction
Creative: Process innovation, automation solutions, self-service model development
Requirement Gathering: Business needs assessment, SLA/OLA development, compliance
requirements understanding
What qualifications are required?
Education: Bachelor's Degree (BA/BS) in Information Technology, Computer Science, or
related field - Required
Experience:
7+ years of IT experience or knowledge
3+ years in IT Service Management
2+ years in training, instructing, and/or mentoring
2+ years in professional training or certification in Technical Training
Proven experience managing escalations, incident response, and IT infrastructure in fast -
paced environments
Certifications: PMP certification (within 1.5 years)
Track Record: Demonstrated success in ServiceNow roadmap ownership, automation and
chatbot rollouts, service design, customer experience enhancements, and building scalable self -
service models
What type of person are we looking for?
We seek a solutions-oriented professional who thrives under pressure and demonstrates
exceptional problem-solving abilities. The ideal candidate is someone who takes ownership of
the ServiceNow roadmap rather than just using it, and has a passion for automation and process
improvement. You should be a natural leader who can motivate staff, create an environment
where team members feel comfortable asking questions and voicing concerns, while maintaining
the highest degree of professionalism in customer service delivery.
We value someone with a clear career focus in IT Service Delivery or IT Operations, who can
write SOPs, enhance processes, and develop ITSM workflows from the ground up. The ability to
scale IT support across multiple geographies with standardized, repeatable processes is essential.
What can you expect from us?
Professional Development: Opportunities for continuous learning and career advancement in IT
Service Delivery and Operations
Work Environment: Collaborative, technology-forward culture that values innovation and
process improvement
Growth Opportunities: Clear career progression paths with opportunities to lead cross-
functional teams and strategic initiatives
Culture: Supportive environment that promotes employee well-being and work-life balance
Benefits:
Comprehensive, flexible benefits program with above-market health and insurance
benefits
Significant 401(k) matching contribution
Diverse wellness programs that support career development alongside life's other
commitments
Company-provided phone for off-hours availability support
BHW- CBREX27532
Bounty Hunter World
#J-18808-Ljbffr