[Hiring] Director, User Services @Celerion

Role Description

The Director, User Services is responsible for leading Celerion’s global end-user technology support strategy and ensuring an exceptional IT experience for all employees through a combination of internal leadership and strategic vendor management. This role serves as the primary liaison between business stakeholders and global IT service partners, ensuring that technology support services are responsive, efficient, and aligned with business objectives.

The Director will develop strong relationships across Celerion’s global business units to understand evolving business needs, translate those needs into measurable service requirements, and ensure external service providers consistently deliver high-quality support in accordance with established service level agreements (SLAs). This leader will drive continual service improvement initiatives, enhance customer satisfaction, and champion operational excellence across all user-facing IT services.

Essential Functions:

• IT Service Delivery Leadership:
  • Lead the global strategy, governance, and continuous improvement of end-user IT support services.
  • Ensure a consistent, high-quality support experience for employees across all Celerion locations.
  • Define service delivery standards focused on responsiveness, quality, customer satisfaction, and operational excellence.
  • Drive initiatives that improve employee productivity through technology enablement.
• Business Partnership:
  • Develop trusted relationships with business leaders to understand operational priorities and evolving technology support needs.
  • Act as the voice of the business within IT for all user support services.
  • Translate business requirements into actionable service expectations for internal teams and external partners.
  • Communicate service capabilities, processes, and performance metrics to stakeholders.
• Vendor Management:
  • Serve as the primary operational relationship manager for outsourced service providers supporting end-user technologies.
  • Monitor vendor performance against contractual obligations, SLAs, KPIs, and customer experience objectives.
  • Conduct regular operational reviews and business reviews with strategic partners.
  • Escalate and resolve performance issues while driving accountability and continuous improvement.
  • Partner with Procurement and IT leadership during contract renewals, service expansions, and vendor evaluations.
• Service Operations:
  • Oversee global service desk operations, desktop support, executive support, field services, and endpoint lifecycle management.
  • Ensure effective incident, request, problem, and knowledge management processes are followed.
  • Promote ITIL-based best practices to improve service quality and operational efficiency.
  • Drive automation and self-service initiatives to improve user experience.
• Customer Experience:
  • Champion a customer-first culture throughout IT support operations.
  • Establish and monitor user satisfaction metrics, including CSAT and service quality trends.
  • Identify opportunities to simplify support processes and reduce recurring issues.
  • Lead initiatives that improve the overall digital workplace experience.
• Continuous Improvement:
  • Analyze service metrics and operational trends to identify improvement opportunities.
  • Implement process improvements that increase efficiency, reduce support costs, and enhance service quality.
  • Partner with infrastructure, security, application, and business teams to proactively resolve systemic issues.
  • Lead organizational change related to user support technologies and service delivery.
• Leadership:
  • Mentor and develop internal IT service management staff.
  • Foster collaboration between internal teams and external partners.
  • Build a culture of accountability, customer service, innovation, and continuous improvement.
  • Support strategic IT initiatives and organizational transformation efforts.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related discipline required.
• 10+ years of progressive IT leadership experience in end-user services, service delivery, or IT operations.
• 5+ years managing global managed service providers or outsourced IT support organizations.
• Experience leading global Service Desk and End User Computing environments.
• Experience working in regulated industries (pharmaceutical, healthcare, clinical research, or life sciences) preferred.
• Experience managing distributed teams across multiple geographic regions.
• Microsoft 365 ecosystem.
• Windows endpoint management.
• Mobile device management (Intune preferred).
• Microsoft Teams.
• ITSM platforms (ServiceNow preferred).
• Identity and access management.
• Endpoint lifecycle management.
• Asset management.
• ITIL framework and service management best practices.

Company Description

Celerion is committed to swift, exceptional clinical research through translational medicine. Every day, we use our experience, agility, and innovative research strategies to help get drugs to market faster.