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Director, Service Strategy & Management

Req #: 17001040
Location: Summit, NJ US
Job Category: Information Technology
Work Location: Summit West 556 Morris Avenue SUMMIT 07901
Organization: Celgene Corporation
Schedule: Full-time
Shift: Day Job
Employee Status: Regular
Job Type: Standard
Job Level: Director
Travel: No


Celgene is a global biopharmaceutical company leading the way in medical innovation to help patients live longer, better lives. Our purpose as a company is to discover and develop therapies that will change the course of human health.  We value our passion for patients, quest for innovation, spirit of independence and love of challenge. With a presence in more than 70 countries - and growing - we look for talented people to grow our business, advance our science and contribute to our unique culture.


As a member of the Global Planning & Technology Services leadership team and the global authority for I&O IT services strategy, the Director of Service Strategy & Management will be responsible for coordinating the GPT organization’s service strategy, managing the business of GPT, collecting and normalizing service KPIs across GPT and broader Celgene IT, and ensuring consistent communications channels between GPT, broader IT, and the overall Celgene business.  The Director of Service Strategy & Management must demonstrate strong organizational and communication skills, and provide GPT colleagues with guidance and support in adopting GPT’s business-aligned, service-oriented operating model.  The successful candidate must be knowledgeable of current best practices and emerging trends in IT I&O services (such as ITIL, IT4IT, COBIT, and other industry-standard IT strategy and operating model frameworks), and be equally comfortable getting into the details as well as operating at the strategic enterprise level.  

Celgene is seeking a results oriented leader in Infrastructure & Operations with in-depth knowledge of IT Operations Management, Service Management & Business Management.  This is a leadership position with a high degree of influence - success criteria for GPT’s services strategy is measured by customer and user satisfaction of GPT’s services as well as by the impact on IT planning and portfolio investments decisions.

Responsibilities will include, but are not limited to, the following:

- The incumbent will be the leader in chartering Celgene’s ongoing strategic and   operating model for I&O services:

- Produces, implements, communicates and maintains GPT’s services strategy     in support of GPT leaders and other Celgene IT leaders.

- Produces, implements, communicates and maintains the consolidated portfolio   of GPT’s services in order to align with IT Planning, IT Finance and other             Celgene portfolio-view functions.

- Identifies and supports implementation of improvements to GPT service             management processes and GPT’s services across the service lifecycle.             Continually measures the performance of GPT along best practice KPIs and       designs improvements to processes, services and strategy in order to increase   efficiency, effectiveness, and cost effectiveness.

- Working in conjunction with Service Owners and ISMs, ensures that customer     demand for services is balanced against actual service capacity and                   availability on both a service-by-service basis and more broadly across GPT’s     portfolio.


•Span of Control – Global, cross functional, in collaboration with GPT leadership

•Direct Reports –   1 to 4

•Indirect Reports –  will provide standard operating procedures, guidance and standards regarding GPT Services Strategy & Management to GPT Service Owners & GPT Infrastructure Solution Managers

•Budgetary Responsibility – Oversight of the GPT IT budget of $15MM Capital, $50MM Expense

•Interacts w/ -  Executive Director GPT, other IT Executive Directors, IT Senior Directors & Directors, GPT Service Owners, GPT ISMs, GPT Architects, leaders and staff members from IT Planning and IT Finance


Previous Infrastructure & Operations (I&O) management experience including at least 10 plus years practitioner experience combined across IT Operations Management and IT Service Management, 3 plus years as an ITOM/ITSM leader in a Global 1000 IT organization, BS in EE, MIS, Computer Science or related study.

Skills/Knowledge Required:

•Proficiency with recognized industry standards covering IT-enabled service management, IT Governance, and Project/Program Management (ITIL 2011, ISO/IEC 20000, COBIT, PMI/PMBOK/PRINCE2).  ITIL Practitioner certification or higher a strong plus.
•Demonstrated experience designing and implementing IT business processes and solutions.  Experience operating within a service provider model (commercial or internal) a strong plus.
•Demonstrated ability to implement process model and workflow change within an IT environment.  Past experience with Organizational Change Management (OCM) methodologies, Lean, and/or Six Sigma applied to IT environments a plus.
•Excellent interpersonal and communication skills. Must have ability to: a) effectively interact with executive and senior management to assess technology requirements and communicate services strategies and change initiatives; b) effectively lead matrix projects with global implications; c) create artifact templates and frameworks for service models and roadmaps; d) work effectively as a team leader and team member.
•Familiarity with two or more major technical domains within enterprise IT Infrastructure & Operations: Servers, Storage, Data Centers, Devices, Mobility, Cloud, Networks, Security.
•Familiarity with EA processes, tools and repositories a plus.
•Previous Infrastructure & Operations (I&O) management experience including at least 8 plus years practitioner experience combined across IT Operations Management and IT Service Management, 3 plus years as an ITOM/ITSM leader in a Global 1000 IT organization.
•Formal training or equivalent practical experience in Operations Management, Change Management and Management Accounting a significant plus.
•High preference will be given to experience in Pharma.
•Consulting background with one of the top tier IT/business management consulting firms is a strong plus.
•BS in Electrical Engineering, MIS, Computer Science or related study required, MBA is a plus.

Celgene is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status.

Celgene complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must have authorization to work for Celgene in the U.S.

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About Celgene

Celgene is a global biopharmaceutical company committed to improving the lives of patients worldwide. At Celgene, we seek to deliver truly innovative and life-changing treatments for our patients.

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