Head of Technology Transformation – Interim

Role Overview

• Reporting directly to the Chief Data Officer
• 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.

Tech Stack

• Azure
• ITSM
• ServiceNow

Benefits

• employee visibility (you have a voice!)
• creative contribution
• realistic career development
• employee experience
• well-being and mental health support
• healthy work life balance