Senior Director, End User Support Services

November 19, 2024

The Senior Director, End User Services is responsible for overseeing the delivery and support of all end-user technology support services within the organization. This role involves managing a team of IT professionals and managed service providers dedicated to ensuring the optimal performance, reliability, and user satisfaction of technology services such as service desk, on-site services (field and tech desk), meeting room support, laptops and mobile device delivery and onboarding experience.

The Senior Director, End User Services will work closely with I&T business partners to develop and implement strategies to enhance the end-user experience. They will be responsible for improved service efficiency (e.g., first time call resolution, automation, and self-service enablement) and ensure alignment with CSL user experience objectives. This includes establishing or revision service level agreements (SLA) and experience level agreements (XLAs), managing vendor relationships, and driving continuous improvement initiatives.

The role requires a strong focus on user-centric design (Ux), exceptional communication skills, and the ability to foster a culture of innovation and customer service excellence.

The ideal candidate will have extensive experience in IT service management, a deep understanding of emerging approaches for Ux, and a proven track record of leading high-performing teams in a dynamic, fast-paced environment that is undergoing a significant technology transformation. Helping to bridge the gap between the current and future technology landscape.

Reporting Relationships: List other positions in the company that are reporting into this position or that this position reports into.

Reports to: Head of, Infrastructure & Operations, Service Management, Cybersecurity, Compliance and Risk, an CISO.

Direct reports: Team of 4-6

Main Responsibilities and Accountabilities: List the roles and responsibilities of the position. (Please limit the number of responsibilities to the primary ten.)

1

Strategic Leadership

Develop and implement a comprehensive strategy for end-user services that aligns with the company goals for user experience and user enablement thought self-service and automation.
Lead and mentor a team of IT professionals and our managed service provides, fostering a culture of user centric design and thinking, excellence, collaboration, and continuous improvement.
Provide visionary leadership to drive the evolution of end-user services and enhance overall user satisfaction.
Provide input to business partners and technical teams around the design of the user experience based on trends and industry best practices.
Stay current with emerging technologies and industry best practices to ensure the organization remains at the forefront of end-user service delivery.
Collect and analyze user feedback to identify areas for improvement and implement necessary changes. Implement continuous improvement initiatives to enhance end-user services and increase efficiency.

2

Service Desk Management

Oversee the service desk operations (enterprise, plasma and manufacturing) to ensure timely and effective resolution of user issues.
Implement best practices for incident and problem management, ensuring high levels of service availability and reliability.
Monitor service desk performance and experience metrics and continuously improve service delivery processes.

3

Field Services and Executive Support

Manage field services teams to provide on-site support for hardware, software, network, and related matters.
Ensure high-quality executive support services, catering to the unique needs of senior leadership and key stakeholders.
Develop and maintain strong relationships with executives and other key users.

4

Meeting Room Service Delivery

Oversee the delivery of meeting room services, ensuring that all audiovisual and conferencing equipment is operational and user-friendly.
Implement processes for the efficient use, maintenance, and support of meeting room technologies.
Where required based on real-estate objectives, ensure meeting rooms are equipped with the latest technology to support seamless collaboration.

5

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End-to-End User Service Delivery Process

Develop and manage end-to-end processes for user service delivery, from onboarding to offboarding.
Oversee the provisioning of equipment and services for new hires, including laptops, mobile devices, authentication, and training.
Manage processes for moves, changes, and leavers, ensuring smooth transitions and asset collection.
Manage transition services, ensuring excellent service for new or changed technology and related processes.

Position Qualifications and Experience Requirements: Provide hiring requirements for the specified position, including educational, experiential, and competency requirements necessary for the position.

Education

Undergraduate degree in Information Technology, Business, or a related field preferred.

Experience

10+ years’ experience in the pharmaceutical/biotechnology industry. Experience in regulated manufacturing environments would also be a good candidate.
Strong interpersonal skills to quickly build rapport and credibility with CSL leaders and key external stakeholders.
Track record of leading service desk/user experience transformation and modernization initiatives.
Strong understanding of service management. Experience running operations in Service Now preferred.
Multiple years' experience leading and managing teams in an 24x 7 international environment and with cross-functional teams.
Strong understand of problem and incident management and technical change management.
Knowledge of cybersecurity best practices and compliance requirements.

Competencies

Excellent writing and oral communication skills; critical thinking and innovation; ability to convey risk to cause appropriate action.
Thinks beyond and incorporates external factors into business strategy.
Builds bridges and empowers One-CSL teams.
Unleashes outcomes and creates an environment of decision making and appropriate risk taking
Ignites agility and creates a nimble environment.
Inspires the future and drives the strategy throughout the organization.
Cultivates talent and takes proactive steps to secure future talent

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