SUMMARY: Manager, Service Operations drives Akorns Enterprise Service Operations Team as Akorn continues to build an Enterprise support organization enabling Akorn manufacturing, quality, and R&D activities. These are Vital functions in a dynamic and growing business
ESSENTIAL FUNCTIONS: Include the following; other duties may be assigned.
Drive Enterprise Service Operations standards and delivery of them with the Service Delivery Team and Partners.
Define and optimize System Operations SLA’s developing metrics with continuous improvement enhancing IT delivery to the business
Develop global user guides/processes creating and aligning with Akorn global standards, policies and strategies.
Own and drive continuous improvement from managed vendor for Operational Delivery of IT server and network systems for Akorn.
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
Accountable for owning/maintaining and enhancing end user device platform and global messaging lifecycles for Akorn.
Manage and mentor IT Staff members, both employees and contractors; provide direction, develop local IT staff personnel; maintain motivation and monitor attendance.
Foster transparent communication with Service Delivery, Service Operations, and all IT functions across locations; escalate to senior IT leaders as required.
Primary IT leader and business partner for the Cranbury and Somerset sites.
Liaison between local business leaders, vendors, and Corporate IT teams and functions. Viewed as a site business leader by Operationsand other departments as needed.
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
Champion integration of IT change control processes and execution activities, with local site leaders and change control practices, in conjunction with global strategies defined by overall Quality Assurance leadership. Facilitate proactive communications and awareness of upcoming IT changes specific to Site with local site business stakeholders and confirm alignment with both local and corporate/global stakeholders (IT and business) on associated timelines, impacts, site resource requirements, and execution / change control approach.
Lead and/or contribute to Post Incident Reviews of unplanned systems outage incidents with respective team members – both IT, local site business stakeholders and those in global roles (e.g., Associate Director Data Integrity Assurance & Compliance, Director Quality Assurance-Information Technology); Identify root causes, business / systems impacts, and corrective actions needed to drive improvements and avoid similar future issues.
Maintain conscientious management of scheduled offsite tape rotations / backups, as applicable to the site.
Ensure local IT team management of Active Directory users, groups, and permissions, in partnership with corporate IT SMEs (subject matter experts).
Support peripheral devices including printers, copiers, scanners.
Install and troubleshoot VoIP telephones (Mitel).
Manage small to medium sized 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.
Develop technical and business skills of self and staff.
Assess need, specify, quote and purchase IT equipment, in alignment with corporate policies and processes specific to this area.
Actively contribute to evaluation and selection of hardware and software solutions from proof of concept to pilot to implementation.
Maintain and track local IT equipment inventory.
Facilitate cross-functional process improvements within IT, and across other business functions, that generates business value for Akorn.
Develop functional and industry expertise for assigned job duties, works to improve and optimize business processes with technological tools.
Perform additional duties as assigned by direct IT supervisor, and/or members of the IT corporate leadership team.
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Job ID: 2026BR
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