IT Support

Ipsen is a dynamic and growing global specialty-driven biopharmaceutical company focused on innovation and specialty care.

We aim to make a sustainable difference by significantly **improving patients’ health and quality of life** and providing them with effective therapeutic solutions for unmet medical needs through differentiated and innovative medicines in oncology, neurosciences and rare diseases.

**The patient is at the heart of everything we do**, and we also care for our employees because they are the ambassadors who truly make the difference. We attract and develop bold, agile, entrepreneurial individuals who take full ownership of their decisions; leaders drawn by a purpose to make a direct impact through their work in people’s lives.

We offer employees a wealth of fulfilling challenges & growth opportunities, and the chance to contribute within a fast-moving organisation, an organisation that is genuinely game-changing.

This position’s principal goals are to develop and manage End User Support and Services to meet and exceed IT service levels, service objectives and service satisfaction of the user community within the global Ipsen organization.

**Main Responsabilities**

**Leadership, Tactical & Governance**
- Develop and improve the maturity of the end user support organization by introducing revisions to the operating model, team structure, processes and methodologies
- Proposes delivery model & solution evolutions to Ipsen by leading the development of the End User Support & Services capabilities and services roadmap, and ensures its integration with the overall IT service catalog

**End User Support and Services Delivery**
- Responsiveness and Incident Management: Ensure quick response to business needs and major incidents, maintaining high service availability.
- User Satisfaction and Executive Interaction: Focus on end user satisfaction, quality, and detail, with experience in interacting with executives, including the CEO/ELT.
- Customer-Service Culture and Relationship Building: Promote a customer-service culture within the team and develop strong relationships with end users.
- IT Systems Management and Training: Oversee IT systems and devices, manage onboarding processes, provide user training, and ensure knowledge transfer of best practices.

**Business stakeholder management**
- Develops and manages strong relationships with stakeholders at all levels
- Works closely with the business functions to establish service delivery requirements and identify the most appropriate end user services, aligned with business objectives

**Process & Performance Management**
- Accountability and Continuous Improvement: Ensure delivery of support KPIs and SLAs, including VIP satisfaction, and drive continuous improvements to meet customer contracts, SLAs, OLAs, and compliance requirements.
- Performance Review and Cost-Effectiveness: Review IT services and support performance to find cost-effective solutions, enhance user satisfaction, and recommend improvements.
- Collaboration and Procurement: Work with the Workplace team to define bid requirements for hardware and software upgrades, review bids for compliance, and ensure cost-effective delivery of support services.
- Manages contract lifecycle and renewals, ensures partner compliance with service commitments, and seeks improvements in vendor partnerships and contract terms.

**End User Services innovation and continuous improvement opportunities**
- Identifies and communicates potential opportunities for End User Services innovation
- Recommends End User Services changes to innovate and improve efficiency and end user services outcomes.
- Defines innovation initiatives with GDIT Business Partners and key business stakeholders and leads these collaborative initiatives to drive efficiencies and obtain synergies

**Experiences/Qualifications**:

- Bachelor's or Master's degree in business, Digital, IT or project management.
- At least 5 years of experience in End User Support and Services
- High-energy work ethic, ability to be tactical, drive changes and deliver results.
- Strong results orientation (driving to deadlines, financial targets, service goals, etc.
- Proven experience or demonstrated capabilities in leading End User Support organization design management, development, in conducting transformation initiatives in complex and very dynamic environments, in developing and managing continuous improvement programs.
- Knowledge of ITIL v4 and project management methodology
- Able to manage budget planning and follow-up for End User Support and Services operations, resources and projects
- Certifications in technology-related disciplines such as ITIL, PMBOK
- Fluent English, conversational French would be an asset

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