Associate Director, End User Services - Eisai

At Eisai, satisfying unmet medical needs and increasing the benefits healthcare provides to patients, their families, and caregivers is Eisai’s human health care (hhc) mission. We’re a growing pharmaceutical company that is breaking through in neurology and oncology, with a strong emphasis on research and development. Our history includes the development of many innovative medicines, notably the discovery of the world's most widely-used treatment for Alzheimer’s disease. As we continue to expand, we are seeking highly-motivated individuals who want to work in a fast-paced environment and make a difference.  If this is your profile, we want to hear from you.

The Associate Director, End User Services is responsible for the end user service delivery for all departments (commercial, R&D, sales, marketing, etc.) across the Americas. Reporting to the Americas Infrastructure Lead, the associate provides extensive, broad-based technical leadership, management experience and oversees a combination of both on-shore & and off-shore VIP Support, Service Desk, Help Desk, Field Support, Audio/Visual Support, Print, Mobility, ITSM (IT service management), CMDB (configuration management database), and Desktop Engineering teams. This role is very customer service focused and requires technical expertise to guide their respective teams. As a regional Infrastructure function lead, the associate will also interface with global stakeholders to seek synergies across regions especially around ITSM and CMDB. Specifically, as an example, the lead will analyze our existing ServiceNow platform to ensure that it is a cost-efficient solution to meet Eisai’s technical requirements and business requirements.

This leader is responsible for the assessment and migration planning of related platforms and services and has the vision and foresight to incorporate future planning into a cohesive strategy. As part of this vision, the associate will introduce new emerging technologies and services such as the latest version of Windows, hardware acquisition, deployment and refresh, desktop as a service, integrating and streamlining operations, baselining and maintaining CMDB records including application catalog, introducing chatbot capabilities, and providing audit support.

Leading a technical team of local and offshore subject matter experts and engineers both directly and indirectly, the associate will help direct the governance, management, and day‑to-day operations of end user services maximizing satisfaction and optimizing VIP support. The associate will have and leverage exceptional communication, presentation, and change management skills to drive Eisai’s end user solutions across all levels of the organization regionally and participate globally.

Essential Functions

• End User Service Delivery Excellence
  • Oversees initial technology touch points from an end user perspective including but not limited to: iPads, iPhones, Printers, PCs, and virtual desktops.
  • Influences stakeholders to adopt an ITIL (Information Technology Infrastructure Library) mindset to improve customer experience.
  • Supporting field force users and needs.
  • Ensures assets (physical and virtual such as a virtual desktop) in the organization are managed and maintained.
  • Ensures a clear understanding of: incidents vs enhancement requests vs problems.
  • Understands root causes and corrective actions to prevent dissatisfaction surveys.  
  • Works with Procurement to select and implement vendor partners and device procurement.
  • Builds and maintains a network of help desk knowledge management objects, holding respective teams accountable to keep the up to date and relevant.
  • Ensures VIP support needs are met.
  • Embraces and pilots new end user technologies including but not limited to, new iPhone releases, desktop models, and OS releases.
  • Ensures optimal hardware configurations to meet business needs (PC CPU/Mem/Battery health).
  • Partners with HR to provide technology onboarding training to end users.
  • Supports conference rooms A/V technologies.
  • Drives automation of routine processes within areas of responsibility
• Project Management
  • Leads in providing self-service solutions to end users such as chat bots.
  • Deploys modern hardware and software solutions to end user devices.
  • Baselines and updates ITSM and CMDB platforms (currently leveraging ServiceNow).
  • Ensure optimal desktop as a services model.
  • Delivers new ITSM related services including digitizing forms and service request workflows.
• Strategy
  • Partners with peer group such as back-end of End User Computing (i.e. Intune, autopilot, and Active Directory policies) to ensure an optimal end user experience.
  • Plans ahead for deprecation of existing hardware and software limitations to ensure an up to date and secure environment.
  • Considers the future support needs of the organization as part of building out a roadmap.
  • Maintains and updates the ITSM/CMDB roadmap.

Requirements

• Work Experience and Education
  • Bachelor's Degree in computer science, information science, management information systems, or business administration or a related field or equivalent experience relevant to this position.
  • May require travel up to 5% annually to oversee off-shore teams.
• Information Technology Experience
  • 10+ years of overall experience in information technology and 4+ years in a related role.
  • ITIL certification is highly desirable
  • Working knowledge of back-end services such as AD, SSO desired
  • Expertise in PC performance monitoring and tuning.
  • Experience with physical laptops such as HP x360, iPhones, and iPads.
  • Experience with virtual desktops such as W365.
  • Understanding of various licensing structures such as Microsoft to ensure licensing compliance for deployed software.
  • Strong business analysis skills and experience. Includes requirements definition and process modelling.
  • Experience working with all levels of the organization to develop a platform strategy and roadmap and also maintain consensus around the strategic direction.
• Leadership and Teamwork
  • Strong track record of effective cross-functional team collaboration and execution.
  • Innovative, consultative mindset and approach to improving end user services.
  • Effective leadership skills, including team and consensus building and the ability to balance team and individual responsibilities.
• Project Management
  • Experience leading teams and driving results for multiple projects across several functional areas.
  • Experience in project planning, development, and delivery.
  • Experience managing projects in collaboration with external partners such as managed service organizations, technology vendors, and consulting companies.
• Communication, Organization and Issues-Resolution Skills
  • Excellent interpersonal and communication skills. Influential networker with a collaborative mindset and strong customer-centric focus.
  • Ability to plan, organize, prioritize, and work effectively in a fast paced and dynamic environment.
  • Proven problem solver who takes ownership and is driven by a sense of exigency, timely resolution, and keen attention to detail to execute successfully under time and resource pressures.
• Eisai Core Values
  • Embodies and consistently demonstrates Eisai’s core company values: Quality, Teamwork, Respect, Integrity, and Professionalism.
• Desirable Knowledge and Experience
  • Experience with managed services in an onshore/offshore model highly preferred.
  • Pharmaceutical experience preferred. Experience with Good Practices (GxP) and General Data Protection Regulation (GDPR) for PC infrastructure qualification.

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Eisai is an equal opportunity employer and as such, is committed in policy and in practice to recruit, hire, train, and promote in all job qualifications without regard to race, color, religion, gender, age, national origin, citizenship status, marital status, sexual orientation, gender identity, disability or veteran status.  Similarly, considering the need for reasonable accommodations, Eisai prohibits discrimination against persons because of disability, including disabled veterans.

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