Interim Head of Technology Transformation - 6 month fixed term contract

Ergomed

About The Position

Ergomed Group is seeking an Interim Head of Technology Transformation for a 6-month fixed-term contract. This leadership role reports directly to the Chief Data Officer and is focused on driving tangible outcomes for the 'Future Ready' programme. The primary goal is to move the programme from analysis to action, including making decisions on the IT operating model (insource/hybrid/MSP), establishing robust IT service management practices, designing the target operating model, and initiating internal capability building. The company values employee experience, well-being, mental health, and work-life balance, fostering an international culture with opportunities for employee input and career development.

Requirements

Degree in a relevant field (e.g., Computer Science, Information Systems, Engineering, Business, or equivalent professional experience)
ITIL v4 certification (Practitioner or above) strongly preferred — Foundation acceptable with demonstrably extensive practical service management experience
Prince2 Practitioner, MSP, or equivalent programme management qualification desirable
Extensive, hands-on IT service management experience — not advisory — including direct accountability for incident, problem, change, and request management in a complex, multi-site environment
Demonstrable track record of improving measurable service management outcomes (SLA attainment, MTTR, backlog reduction) within a real delivery role
Proven experience leading IT operating model transformations and delivering the transition — ideally within a global, multi-site CRO, pharmaceutical, or life sciences environment
Experience conducting MSP evaluation, vendor due diligence, and contract negotiation in a regulated environment; able to interrogate commercial models and SLA structures with confidence
Prior experience designing and implementing target operating models and organisational structures for IT functions of comparable scale (~500–3,000 users across multiple geographies)
Experience building or rebuilding internal IT capability including hiring, onboarding, and developing teams within a transformation context
Strong track record as an interim or programme director: recognised for landing tangible decisions, producing high-quality artefacts, and leaving a sustainable foundation within a fixed timeframe
Familiarity with GxP IT environments (21 CFR Part 11, GAMP 5, or equivalent) and the compliance implications for IT service delivery and change management is highly desirable
Deep practical service management expertise: able to diagnose and fix process gaps, re-engineer escalation paths, and drive SLA performance without waiting for the operating model to be settled
Strong commercial acumen: able to read and challenge MSP contracts, SLAs, and commercial models and translate risk into business-language recommendations
Exceptional stakeholder management and influencing skills — able to engage credibly from service desk managers to Board level
Rigorous programme delivery: able to stand up governance, manage a complex RAID log, and hold workstreams accountable with minimal support infrastructure
Analytical rigour: able to synthesise cost, risk, capability, and culture data into clear, decision-ready outputs
High degree of self-direction and resilience; operates with urgency and does not require hand-holding in ambiguous, fast-moving environments
Proficiency with Microsoft 365 ecosystem (Azure, Intune, Defender, Copilot) and modern ITSM platforms (ServiceNow, Jira Service Management, or equivalent)
Fluent English (written and verbal) is essential.
The ability to produce clear, board-ready documentation — business cases, operating model blueprints, service improvement plans, transition roadmaps — is a core requirement of this role.

Responsibilities

Drive the structured evaluation of Ergomed's three IT operating model options (full insource, enhanced hybrid, and full MSP) to a firm, costed, risk-adjusted recommendation within the first 90 days.
Develop a detailed ROI and cost analysis and secure approval to proceed.
Own implementation of the chosen operating model, initiating and driving execution, standing up governance, mobilizing workstreams, managing the transition, and holding the programme to milestones.
Conduct hands-on commercial and technical due diligence on incumbent and prospective MSP partners, producing comparative scorecards and a clear recommendation.
Lead or directly support contract execution, onboarding, and performance baseline-setting for new or renegotiated MSP engagements.
Stand up programme governance immediately upon joining, defining scope, milestones, steering structure, RAID log, and reporting cadence.
Secure stakeholder alignment across IT leadership, Finance, HR, Legal, and business unit leads, translating complex trade-offs into clear, decision-ready outputs.
Produce board-quality business cases, decision papers, and transition plans.
Take active ownership of IT service delivery quality during the transition period.
Assess current service management maturity against ITIL best practice across incident, problem, change, and request management; identify and close critical gaps at pace.
Drive measurable improvement in key service metrics (SLA attainment, incident resolution times, backlog reduction, and user satisfaction) within the contract period.
Establish or strengthen escalation paths, major incident management processes, and vendor SLA governance appropriate to Ergomed's GxP and non-GxP environment.
Define the ITSM tooling strategy and, where required, initiate implementation, including integration with monitoring, AIOps, and reporting capabilities.
Ensure service continuity is maintained throughout any operating model transition, with formal knowledge transfer processes agreed with incumbent providers.
Deliver a fully documented target operating model: organisational structure, role definitions, RACI frameworks, service tower breakdown, and span of control.
Define the internal IT capability blueprint: functions to insource, skills required, graded headcount model, and a sequenced hiring plan.
Develop a site-tier model reflecting Ergomed's global footprint, defining support levels, on-site vs. remote delivery, and escalation routes.
Produce a transition roadmap with phased milestones, resource requirements, and go/no-go criteria.
Initiate recruitment for critical internal IT roles identified in the capability blueprint, working with HR to define briefs, assess candidates, and make early hires.
Identify high-potential individuals within the existing IT organisation and establish structured development pathways to accelerate internal capability.
Build team culture, operating norms, and accountability frameworks that will outlast the interim engagement.