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Senior Manager, IT Service Delivery

Company: Akorn, Inc.
Location: Lake Forest
Posted on: May 14, 2022

Job Description:

Senior Manager, Service Management drives Akorn's enterprise service delivery and operations teams as Akorn continues to build an enterprise support organization enabling Akorn manufacturing, quality, and R&D activities.


  • Drive enterprise service operation standards and delivery of them with the service delivery team and partners.
  • Define and optimize system operation SLA's and metrics with continuous improvement enhancing IT delivery to the business
  • Develop global user guides/processes aligning with Akorn global standards and policies.
  • Own and drive continuous improvement from managed vendor for operational delivery of IT Helpdesk and oversee operational delivery between Akorn Infrastructure server and network teams with the managed vendor for these services.
  • Enhance/refine Akorn's incident/problem/change processes.
  • Own and run the ITSM and asset tools looking to continually enhance the capabilities.
  • Foster strong relationships between IT and local/corporate business functions, as well as project team members. In conjunction with the IT leadership team, ensures high satisfaction by key stakeholders, of both assigned project deployments and overall IT support for local business functions
  • Primary IT leader and business partner for the site this role is located.
  • Coordinate and provide oversight for both Akorn IT team members and 3rd party IT partners / consultants performing work onsite, ensuring adherence to Akorn policies, standards, work orders / statements of work, and processes (e.g., SOX controls, cGMP compliance requirements, IT governance / technology standards, etc.).
  • Track problems and ensure their timely resolution, leveraging Akorn's IT Service desk system and processes for ticket tracking and management. Champion "root cause" identification of issues, to identify and drive permanent corrective actions needed to avoid reoccurring issues
  • Manage projects as assigned; develop and track project work plans and budget; manage project scope, critical path tasks, and issues resolution across all project team members - both IT and business operational functions.
  • Hire, supervise, and motivate a technically skilled staff through coaching, training, and development in order to achieve increased productivity, team collaboration, employee retention, and quality of Akorn's IT solutions and people resources.
  • Assess need, specify, quote and purchase IT equipment, in alignment with corporate policies and processes specific to this area.
  • Facilitate cross-functional process improvements within IT, and across other business functions, that generates business value for Akorn. Qualifications
    • High School diploma or GED required; Bachelor's Degree or equivalent experience required.
    • Minimum 7 years of experience in an enterprise service desk role required.
    • Minimum of 3 years of management/supervisory experience maximizing teams' capacity and capabilities required
    • ITIL certification highly preferred
    • Prior experience with Life Sciences / Pharmaceutical organizations is highly desired, with associated knowledge of IT processes specific to working with validated systems.
    • Ability to work with new technologies, and effectively troubleshoot issues to capture data points needed to engage IT SMEs in resolution / investigation activities
    • Working knowledge of M365, tools including Imaging/Exchange/SCCM/SharePoint/ OneDrive and & Azure integrations with Active Directory account and permissions management.
    • Ability to work with both technical and non-technical personnel to solve system problems.
    • Familiarity with Microsoft, Dell and other relevant vendor support and escalation procedures.
    • Advanced knowledge of Microsoft Office suite, Microsoft PowerShell experience a plus.
    • Excellent organizational and documentation skills; detail-oriented and analytical.
    • Strong presentation and negotiation skills.
    • Ability to work in a fast pace dynamic environment, meet deadlines, and simultaneously supervise IT staff activities on multiple projects / task, in parallel with addressing daily IT operational service support duties.
    • Ability to participate in on-call rotations
    • Ability to work extended hours if necessary, in case of serious system/network malfunction and/or project activities requiring off-hours / weekend activities
    • Ability to work onsite is expected with occasional remote work ability
    • Must be able to travel to other Akorn locations, both domestic and international, as required to facilitate project assignments and/or engage with other business leaders (IT and other). On average, travel is not expected to exceed 10% in a given month. Company Overview Who we are?

      Aside from being a pharmaceutical industry leader with deep roots in the eye care community, Akorn has proven through the years, to be a company of clear vision. A vision of what it takes to continually develop and evolve in order sustain our mission, which is to improve patients' lives through the quality, availability and affordability of our products. Along with developing and manufacturing branded and generic ophthalmics, Akorn manufactures injectable, oral liquid, optic, topical, inhalant, and animal health products. To learn more please visit our website at -

      Why choose us?

      Akorn employees are modern day superheroes! That might sound like an exaggeration; however, when you think of it, superheroes help those in need. That is exactly what we do here at Akorn. If you choose to work with us, you are not choosing to work an ordinary job. You are choosing to make an impact in this world. You are choosing to have a career with purpose. If you are seeking a rewarding opportunity where you can make a difference for others, then put on your cape and join the team!!

      What do we offer?
      • Competitive pay
      • Growth and development opportunities
      • Tuition Reimbursement
      • 3 weeks PTO + Personal Days
      • 9 company holidays
      • 401K match
      • Medical, Dental and Vision Benefit Options
      • 100% Paid Maternity Leave
      • Fast paced, family-oriented work environment
      • Wellness Program
      • Inclusive and diverse culture
      • Adoption Assistance
      • Flexible Spending Accounts EEO Statement Akorn, Inc. is an Equal Opportunity Employer and takes pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or any other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status.

Keywords: Akorn, Inc., Lake Forest , Senior Manager, IT Service Delivery, IT / Software / Systems , Lake Forest, California

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