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About the Role

The Associate Director Information Technology will be responsible for the global service delivery framework. This role collaborates and engages service delivery from other functions to develop a cohesive and consistent ESM framework, and aligns the organization regarding information technology and information security.

Responsibilities

• Champion a global service delivery framework, collaborating with other functions to develop a cohesive and consistent ESM framework.
• Manage IT service functional teams to operational excellence, ensuring continuous communication of strategy and goals, and effective forecasting & planning.
• Provide line management for regional Service Delivery team leads.
• Oversee end-to-end service support and operation, ensuring service delivery within agreed SLAs and team/individual KPIs.
• Establish a reporting framework to drive continuous service improvement.
• Align with change management best practices as prescribed in SOPs.
• Measure and maintain a high level of customer satisfaction.
• Act as a trusted advisor for key global and regional stakeholders.
• Serve as a point of escalation for service delivery issues or concerns.
• Be accountable for measuring, monitoring, and meeting service level targets.
• Provide regular executive reports on operations service levels and other required metrics.
• Prepare for and attend service review meetings with key stakeholders.
• Streamline operations to drive continuous service improvement initiatives, creating measurable efficiency and automation through innovation.
• Create and implement a Quality Assurance framework to drive measurable high-quality operational deliverables from ITO.
• Own the operational processes for Incident, Problem, Request, and Knowledge management, ensuring global alignment.
• Create appropriate KPIs across all IT departments and measurable targets for owned processes, including consulting and self-service reporting tools.
• Demonstrate effective risk management through strong root cause investigation techniques and implementation of quality controls & quality assurance practices.
• Own the knowledge bases related to IT Service Delivery and the IT interfaces to the broader business.
• Adhere to the company's IT quality and compliance framework, with attention to industry regulations for validated computer systems.
• Work with the Senior IT Director to establish operational and capital budgets, ensuring adherence to financial objectives and tracking the annual departmental budget.
• Identify and foster opportunities to expand Novotech’s Enterprise Service Management capabilities.
• Work with the Senior IT Director to drive strategy aligned with Novotech’s goals and objectives.
• Act as the business owner for the ServiceNow platform.
• Champion a data-driven approach to reviewing and improving IT Service delivery, software/applications, data, department processes, and staff management.
• Analyze complex business requirements and develop operational delivery strategies aligned with IT and company strategy.

Requirements

• 6 years of experience in IT people and process management, an IT or Business Degree, or equivalent certification and additional time in relevant roles.
• Experience managing globally distributed teams.
• Strong capabilities in data analytics & business process analysis.
• Experience creating budget forecasts and managing budget allocations.
• Previous experience managing projects of at least 1 million AUD.
• Strong experience with technical platforms including Active Directory, Exchange, Office 365 suite, SharePoint, and ServiceNow.
• Experience in a clinical/medical field or other fields with strong global regulatory compliance requirements is preferable.
• Full unrestricted working rights in Australia.
• Cannot provide sponsorship for this role.

Skills

• Data analytics
• Business process analysis
• Budget forecasting
• Budget management
• Project management
• Active Directory
• Exchange
• Office 365 suite
• SharePoint
• ServiceNow
• Risk management
• Root cause investigation
• Quality controls
• Quality assurance
• IT Service Delivery
• IT interfaces
• IT quality and compliance
• IT operations
• Enterprise Service Management
• Change management
• Customer satisfaction
• Strategic mindset
• Proactive decision making
• Collaboration

Location

• Australia

Work Type

• Hybrid working
• Flexible working hours

Experience Level

• Associate Director

Education Level

• IT or Business Degree
• Equivalent certification

Benefits

• Flexible working options
• Paid parental leave for both parents
• Flexible leave entitlements
• Wellness programs
• Ongoing development programs

About the Company

• Novotech is a global full-service clinical Contract Research Organization (CRO).
• Novotech is a globally recognized leader in clinical research and scientific advisory services.
• Named Employer of Choice, Great Place to Work and Employer of Choice for Gender Equality (EOCGE).
• Has expanded its global footprint with 30+ offices across Asia-Pacific, the United States, and Europe.
• Unites professionals from diverse backgrounds and disciplines to advance therapies that improve patient outcomes worldwide.
• Offers trust, flexibility, and autonomy through programs like NovoLife, its flexible benefits framework.
• Provides access to mentorship opportunities, professional development programs, and a dynamic community.
• Has advanced therapeutic and regulatory expertise, the ability to execute across markets, and a client-centric service model.
• Offers a collaborative culture where every voice is heard and valued.
• Provides ongoing support from senior stakeholders and the leadership team.

Equal Opportunity

• Committed to being an employer of choice for gender equality and providing an inclusive work environment where everyone is treated fairly and with respect.
• Looking for people who identify as LGBTIQ+, have a disability or have caring responsibilities.
• A Circle Back Initiative Employer committed to responding to every application.