• Director, IT Service Delivery

    Job Locations US-NJ-Princeton
    Requisition ID
  • Responsibilities

    Otsuka IT is embarking on an ambitious transformation plan.  As part of the journey we need to hire a Director, IT Service Delivery.


    The Director is responsible for managing and advancing the first-level service and support of end-user service requests and computing issues. The position requires strong managerial skills, and a deep commitment to end-user satisfaction and experience in driving process improvement.


    Key responsibilities include but not limited to the following:

    • Responsible for establishing and managing Enterprise Service Management for IT and Business Services; transforming today’s help desk to a pro-active predictive customer service desk
    • Accountable for End User Experience and Satisfaction with Service Delivery
    • Manages Request for IT Services, Incidents and Problems, striving to solve First Call Resolution, and supports triage to next level experts to solve and close-out end user issues.
    • Serve as the End-User Advocate to follow all requests and issues to closure; including those triages to L2/L3.
    • Implement L0 Self-Service and Shift-Left from L2/L3
    • Manages the 24/7 Multi-Lingual Desk and Manage Service Provider
    • In addition to the Service Desk, manage Hardware Depot, Deskside and VIP Client Services, Access Management and Desktop Image Build.
    • Serve as the Product Owner for the Service Now Service Management and Operations Platform.
    • Develop, manage, measure and report on key service-level metrics, including average response time, first-contact resolution rate, mean time to repair, cost per call, call avoidance, demand mix and end-user productivity.
    • Strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management.
    • Build and maintain relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.
    • Perform end-user satisfaction surveys (transactional and periodic) and develop action plans to address areas needing improvement.
    • Advance the use of a knowledge repository to share information among all levels of IT service and support.
    • Prepare cost analyses, budget plans and proposals as needed.
    • Be an active member of the change, release, asset and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime.
    • Leverage service desk best practices and process frameworks, such as the ITIL, to drive continual process improvement.
    • Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.
    • Perform trend analyses and develop action plans for improving service timeliness and reducing costs.
    • Stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services.


    • Bachelor's degree is required, degree in computer science, information systems, or related discipline is preferred
    • ITIL certification preferred
    • Minimum 5 years managing an IT service, vendors and support function is required
    • Supervisory experience is required
    • Experience in troubleshooting conventional software and hardware platforms is required
    • Experience working alongside other IT and business management professionals required
    • High level of organization, managing risk and decision-making skills working in a fast-paced environment
    • Excellent communication skills; written, oral and listening
    • The ideal candidate will be expected to manage the service desk 24/7 throughout the year and must be available for off-hour support when necessary
    • Up to 10% travel is required based upon business needs


    Otsuka Pharmaceutical Company is a global healthcare company with the corporate philosophy: “Otsuka-people creating new products for better health worldwide.” Otsuka researches, develops, manufactures and markets innovative products, with a focus on pharmaceutical products to meet unmet medical needs and nutraceutical products for the maintenance of everyday health.
    In pharmaceuticals, Otsuka is a leader in the challenging area of mental health and also has research programs on several under-addressed diseases including tuberculosis, a significant global public health issue. These commitments illustrate how Otsuka is a “big venture” company at heart, applying creativity in everything it does.
    Otsuka Pharmaceutical Company is a subsidiary of Otsuka Holdings Co., Ltd. headquartered in Tokyo, Japan. The Otsuka group of companies employed 50,000 people worldwide and had consolidated sales of approximately USD 11 billion (€ 9.9 billion) in 2016. 
    All Otsuka stories start by taking the road less travelled. Learn more about Otsuka Pharmaceutical Company on its global website at www.otsuka.co.jp/en. Learn more about Otsuka in the U.S. at www.otsuka-us.com.
    This job description is intended to describe the general nature and level of the work being performed by the people assigned to this position. It is not intended to include every job duty and responsibility specific to the position. Otsuka reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.
    Otsuka is an equal opportunity employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to their protected veteran or disabled status, or any protected status.

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