Manager, IT Service Management Operations at Gilead Sciences

Cork, County Cork, Ireland

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Pharmaceuticals, BiotechnologyIndustries

Requirements

Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
5+ years of experience in IT Service Management operations; pharmaceutical or biotech experience preferred but not required
In-depth knowledge of IT operations and delivery service across hybrid platforms
Prior experience working in or managing MSP-driven service delivery models
Hands-on expertise with ServiceNow modules (Incident, Problem, Change, Request, Knowledge, CMDB)
Strong communication, coordination, and stakeholder engagement skills
Ability to manage multiple priorities and drive resolution in high-pressure situations
ITIL v4 Foundation Certification (required)
Preferred Qualifications
Experience in regulated industries and enterprise governance frameworks
Understanding of Agile and Lean Six Sigma methodologies
Familiarity with SaaS/cloud platforms and system lifecycle processes
Strong working knowledge of ServiceNow

Responsibilities

Manage daily ITSM operations delivered by MSPs across core ITIL processes
Ensure alignment with Gilead’s ITSM process roadmaps and enterprise standards
Collaborate with the ServiceNow team to maintain process and tool consistency
Work with process owners to coordinate inter-process changes and resolve issues
Monitor service performance and translate insights into actionable improvements
Drive ITIL compliance and operational excellence across service domains
Balance multiple priorities in a fast-paced, dynamic environment
Monitor daily execution of ITSM processes delivered by MSPs
Track performance trends and escalate deviations from service levels
Support ITOM activities such as event monitoring, CMDB data quality, and service health tracking
Ensure consistent execution across hybrid environments (on-prem, SaaS, cloud)
Facilitate communication between MSPs and internal stakeholders to resolve escalations
Review SLA/KPI metrics from MSPs and identify improvement opportunities
Compile and publish dashboards and reports on service delivery and trends
Partner with internal teams to assess enhancement impacts and ensure ITSM alignment
Validate low-impact enhancements proposed by MSPs for alignment with process roadmaps
Ensure updates deliver measurable value and operational efficiency
Coordinate with process owners to prevent conflicts with strategic direction or compliance
Monitor accuracy and usage of operational knowledge articles maintained by MSPs
Ensure service request fulfillment meets defined standards and drives user satisfaction
Review service catalog updates for operational feasibility and business alignment

Skills

ITSM

ITIL

ServiceNow

ITOM

Event Monitoring

MSP Management

Service Performance Monitoring

Process Management

Gilead Sciences

Develops and commercializes biopharmaceuticals

About Gilead Sciences

Gilead Sciences focuses on discovering, developing, and commercializing medicines for various medical conditions, including HIV/AIDS, liver diseases, cancer, inflammatory and respiratory diseases, and cardiovascular issues. The company conducts extensive research and development to create new therapies, which are then marketed to healthcare providers, hospitals, and pharmacies after receiving regulatory approval. Gilead differentiates itself from competitors through its strong commitment to R&D and strategic partnerships, such as with SAP Ariba, to enhance its operations and product offerings. The company's goal is to improve health equity and access to care globally, working with communities to ensure that its medicines reach those in need.

Foster City, CaliforniaHeadquarters

1987Year Founded

$15,873.6MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Benefits

Paid family time off and paid parental time off

Generous 401(k) contribution matching

Comprehensive medical plans that cover both physical and mental healthcare

Global Wellbeing Reimbursement

Time Off

Global Volunteer Day

Giving Together Program

Employee Support Programs

Flexible Work Options

Risks

Increased competition in HIV treatment from ViiV Healthcare's expanding drug portfolio.

Regulatory scrutiny over drug pricing could impact Gilead's U.S. market operations.

Patent expirations, like Truvada's, lead to increased generic competition and revenue loss.

Differentiation

Gilead's lenacapavir is recognized as the 2024 Breakthrough of the Year for HIV care.

Partnerships with LEO Pharma and Tubulis enhance Gilead's focus on inflammatory and cancer therapies.

Gilead's commitment to health equity initiatives like COMPASS and HepConnect sets it apart.

Upsides

Gilead's strategic partnerships expand its reach in inflammatory and oncology drug markets.

Investment in digital health technologies enhances Gilead's R&D and patient engagement.

Focus on sustainability improves Gilead's operational efficiency and corporate reputation.

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