Director, IT Operations

Shionogi Inc.•Florham Park, NJ

1d•$200,000 - $230,000•Hybrid

About The Position

The Director, IT Operations participates with IT leadership to establish strategic plans and objectives for the infrastructure and workplace technology that support the entire organization. Infrastructure and workplace technology comprise network, server, and storage environments, data center, Azure and AWS cloud services, endpoint and device management, voice and telecom services, and video conferencing and meeting room technology. Both infrastructure and service desk services are delivered through a combination of internal staff and managed service providers, and standards, architecture, and change for globally shared platforms, including the Microsoft 365 tenant, cloud infrastructure, and network services, are aligned with Japan headquarters. The role combines strategic planning, technical leadership, and team leadership, and maintains the technical depth required to direct, review, and challenge the work of the team and its partners.

Requirements

Bachelor’s degree in a technical discipline
Minimum of 10-12 years of IT experience, including IT focused leadership roles in pharmaceutical or other regulated environments
Previous experience in the pharmaceutical industry is required.
Hands-on experience leading and delivering infrastructure and workplace technology implementations, configurations, integrations, and support services
Experience applying ITIL-based service management practices, including incident, request, problem, change, escalation, service level, and continuous improvement processes
Proven experience managing managers or supervisors and delivering services and projects on schedule
Deep operational experience with Microsoft, AWS, network and server management, WiFi and wireless services, voice and telecom systems, video conferencing and meeting room technology, endpoint and device management, identity and access management, data center management, and workplace services
Experience managing outsourcing partners, managed service providers, telecom carriers, device and endpoint providers, contracts, and technology budgets
Strong communication and presentation skills
Experience with project delivery management
Experience managing technology vendor contracts, service levels, renewals, and third-party delivery performance
Ability to work effectively across global teams
Supports regulatory inspections and audits as required

Nice To Haves

Willingness to engage hands-on as needed, including critical incidents and planned maintenance outside standard business hours. Flexibility to adjust work hours as needed to meet IT deliverables.

Responsibilities

Partners with the IT business systems teams, Japan headquarters IT, and business stakeholders to anticipate infrastructure and workplace technology needs ahead of annual planning and multi-year refresh cycles, maintaining a forward-looking technology roadmap
Serves as the strategic IT advisor to business and IT leaders on workplace technology and infrastructure, translating operational and service challenges into solution options with clear tradeoffs to guide decisions on technology investment, prioritization, and service design
Establishes intake, prioritization, and governance processes with the IT business systems teams and business stakeholders, including service reviews and reporting of service levels, risk, and tradeoffs in business terms
Manages the IT Operations function through the Service Desk and Infrastructure leaders, setting direction and priorities, allocating capability across initiatives, and holding accountability for service quality and delivery
Directs the technical work of the team, including infrastructure architecture design, system configuration, integration, testing, and troubleshooting
Owns the technical integrity of infrastructure and workplace technology, including architecture, availability, security controls, and compliance, assessing solution designs, configuration standards, technical proposals, and delivery quality at key milestones
Partners with Japan headquarters IT and global platform teams on global platform design, contributing Shionogi Inc. requirements and local operational practices to shared solutions, and integrating shared platforms to support local business processes
Directs the operation and lifecycle of infrastructure and workplace technology, including capacity planning, refresh cycles, and retirement
Directs the diagnosis and resolution of major incidents and escalated technical issues, engaging directly where warranted
Manages the service desk as the single point of contact for IT across all Shionogi Inc. users, including incident, request, and problem management, knowledge management, end-user enablement, event and meeting technical support, service levels, and user satisfaction
Directs disaster recovery and IT service continuity for infrastructure and workplace technology, including recovery design, testing, runbook maintenance, and alignment with the business continuity plan
Manages relationships, statements of work, pricing and contract terms, and service level performance with managed service providers, telecom carriers, and device and endpoint providers, including performance reviews, escalation, and remediation
Partners with IT System Assurance on security policy and standards and with Quality on audit readiness and regulatory inspections, implementing security and compliance controls across infrastructure and workplace technology
Establishes infrastructure qualification and data integrity practices that meet GxP, computer software assurance (CSA), computer software validation (CSV), and 21 CFR Part 11 requirements
Balances innovation with compliance, security, and operational reliability when applying emerging technologies in regulated environments
Applies and contributes to standards, policies, and best practices in infrastructure delivery and service operations
Owns infrastructure and operations budget planning across operating, capital, and IT people costs, developing forecasts, business cases, and spend plans, and managing spend and procurement approvals within delegated authority
Drives continuous improvement in the reliability, security, and support experience of infrastructure and workplace technology