Drive structured evaluation of IT operating model options — full insource, enhanced hybrid, and full MSP
Develop detailed ROI and cost analysis for approval
Own implementation of the chosen operating model
Conduct hands-on commercial and technical due diligence on incumbent and prospective partners
Establish programme governance immediately upon joining
Secure stakeholder alignment across IT leadership, Finance, HR, Legal, and business unit leads
Produce board-quality business cases, decision papers, and transition plans
Take ownership of IT service delivery quality during the transition period
Assess current service management maturity against ITIL best practices and identify gaps
Drive measurable improvement in key service metrics — SLA attainment, incident resolution times, backlog reduction, and user satisfaction
Define the ITSM tooling strategy and initiate implementation as needed
Ensure service continuity is maintained throughout any operating model transition
Deliver a fully documented target operating model
Define internal IT capability blueprint and sequenced hiring plan
Initiate recruitment for critical internal IT roles; identify high-potential individuals for development
Build team culture, operating norms, and accountability frameworks
Requirements
Degree in a relevant field (e.g., Computer Science, Information Systems, Engineering, Business, or equivalent professional experience)
ITIL v4 certification (Practitioner or above) strongly preferred — Foundation acceptable with demonstrably extensive practical service management experience
Prince2 Practitioner, MSP, or equivalent programme management qualification desirable
Extensive, hands-on IT service management experience — not advisory — including direct accountability for incident, problem, change, and request management in a complex, multi-site environment
Demonstrable track record of improving measurable service management outcomes (SLA attainment, MTTR, backlog reduction) within a real delivery role
Proven experience leading IT operating model transformations and delivering the transition —ideally within a global, multi-site CRO, pharmaceutical, or life sciences environment
Experience conducting MSP evaluation, vendor due diligence, and contract negotiation in a regulated environment; able to interrogate commercial models and SLA structures with confidence
Prior experience designing and implementing target operating models and organisational structures for IT functions of comparable scale (~500–3,000 users across multiple geographies)
Experience building or rebuilding internal IT capability including hiring, onboarding, and developing teams within a transformation context
Strong track record as an interim or programme director: recognised for landing tangible decisions, producing high-quality artefacts, and leaving a sustainable foundation within a fixed timeframe
Familiarity with GxP IT environments (21 CFR Part 11, GAMP 5, or equivalent) and the compliance implications for IT service delivery and change management is highly desirable
Deep practical service management expertise: able to diagnose and fix process gaps, re-engineer escalation paths, and drive SLA performance without waiting for the operating model to be settled
Strong commercial acumen: able to read and challenge MSP contracts, SLAs, and commercial models and translate risk into business-language recommendations
Exceptional stakeholder management and influencing skills — able to engage credibly from service desk managers to Board level
Rigorous programme delivery: able to stand up governance, manage a complex RAID log, and hold workstreams accountable with minimal support infrastructure
Analytical rigour: able to synthesise cost, risk, capability, and culture data into clear, decision-ready outputs
High degree of self-direction and resilience; operates with urgency and does not require hand-holding in ambiguous, fast-moving environments
Proficiency with Microsoft 365 ecosystem (Azure, Intune, Defender, Copilot) and modern ITSM platforms (ServiceNow, Jira Service Management, or equivalent)
Fluent English (written and verbal) is essential. The ability to produce clear, board-ready documentation — business cases, operating model blueprints, service improvement plans, transition roadmaps — is a core requirement of this role.