Manager, IT Services

Would you like to join an international team working to improve the future of healthcare? Do you want to enhance the lives of millions of people? Grifols is a global healthcare company that since 1909 has been working to improve the health and well-being of people around the world. We are leaders in plasma-derived medicines and transfusion medicine and develop, produce and market innovative medicines, solutions and services in more than 110 countries and regions.

Summary:

The IT Services Manager leads a team of technicians who provide services directly to end users of the Grifols IT platforms and services. The person in this role advises both users and technical staff in incident resolution; advises and participates in project teams in evaluating infrastructure and workplace functionality, capabilities, and options.  The IT Services Manager oversees incident management, monitoring, and maintenance of software and/or hardware platforms in assigned areas of responsibility to ensure performance and availability for end users.  Investigates emerging trends and technologies as input to IT service delivery planning and process improvement.                    
 

Primary responsibilities for role:                    

• Relationship Management, Planning, and Strategic Alignment
  •     Establishes and manages strategic relationships with IT and business partners to ensure IT plans and development efforts are well aligned with business goals.
  •     Participates in the definition, development, and maintenance of IT strategic and operational plans that support Grifols’ mission, values, and business objectives.
  •     Builds and enables a team who establish effective and trusting working relationships with all of their business and IT partners.
  •     Continuously improves knowledge of business processes, industry trends, and IT systems to better communicate IT capabilities and support IT solutions development.
  •     Contributes to the development and management of the IT project portfolio.
  •     Collaborates with cross-functional teams, IT management, and other technical staff to resolve IT system incidents and changes and to support implementation of new technologies.
  •     Establishes trust with end users during short and long term interactions to support IT's service delivery goals.
  •     Establishes and manages effective working relationships with external service providers supporting areas of responsibility; supervises and evaluates contractor teams.

• Project Delivery and Management
  • Proactively identifies project risks and issues; helps determine necessary escalation, mitigation, and resolution steps.
  • Creates, reviews, updates, and approves required documentation for changes and projects as appropriate in accordance with IT Methodology.
  • Monitors and regularly communicates deliverables status, concerns, and issues to the appropriate business and IT stakeholders and the project team.
  • Participates in estimating project cost and time requirements, assessing capabilities and support/resource requirements in area of responsibility.
  • Provides escalation path for project issues, and guides team to resolution through technical expertise, business knowledge, and negotiation skills.
  • Plays a lead role in the planning of large, complex projects from inception through proposal development.
  • Advises Infrastructure team members in complying with the defined procedures, tools, and methodology to be used in each project.
  • Oversees adoption management of new systems, functions, and technologies, including the development and delivery of end user training as needed.
  • Guides Service staff in the planning of internal IT projects of varying size, advising in areas of specific expertise.
  • May perform modification of systems and coordinates team efforts during system deployment in assigned areas of responsibility.
  • Provides management of first and second level post go-live support services for a wide range of system and technology deployments.
  • Leads and advises project team members; mentors and coaches Service and Infrastructure staff in areas of expertise.

• IT Operational Support 
  • Ensures IT quality, legal, and regulatory compliance through adherence to quality control standards in all activities.
  • Reviews team needs for staffing, training, and technical qualification; approves or seeks leadership approval for immediate needs and long term plans.
  • Drives consensus on implementing recommendations across business and IT teams affected to ensure high quality IT service/solutions delivery.
  • Manages and monitors a queue of issues and changes for team to ensure timely resolution; ensures stakeholders are updated regularly on progress.
  • Participates in the development, documentation, and evolution of IT policies, procedures, and tools to align with business and IT strategies and ensure sustainability of services.
  • Continuously improves level of expertise in technical, professional, and leadership skills required to execute job duties and lead teams.
  • Manages operational activities in area of responsibility; provides escalation point for management of complex issues, request prioritization, and critical negotiations.
  • Regularly communicates task statuses, open issues, new priorities, and challenges for reporting teams to impacted stakeholders and IT leadership.
  • May be responsible for the identification, hiring, training, and management of staff in area of responsibility; ensures staffing levels and skills meet departmental needs.
  • Performs administration of IT systems as needed to support team and to maintain effective operation and consistent availability. 
  • Participates and advises in the continuous enhancement of systems and services to improve IT effectiveness and system performance.
  • Manages user inquiries and support requests, communicating directly with users by phone, email, or other means requiring superior customer service skills.
  • Utilizes technical and problem solving skills to research and advise team in technical issues in the area supported; escalates or closes unresolved problems as appropriate.
  • Monitors team performance through daily observation; provides technical and professional skills instruction to technicians as needed to improve quality of services.
  • Reviews and analyzes feedback on systems performance and user expectations; documents and reports trends and issues to IT leadership, proposing ideas for improvements.

• Knowledge Sharing and Consulting
  • Establishes methods and channels to facilitate IT communications and knowledge sharing with business partners and the global IT team. 
  • Actively investigates emerging technologies and industry trends to find and promote opportunities for improving IT capabilities and business solutions.
  • Serves as a leader and mentor to global IT in all areas of expertise and experience; attends organized professional events both to increase and to share knowledge.
  • Advises partners in industry and IT best practices in areas of responsibility and expertise.
  • Guides portions of the planning for technology adoption and integration with existing systems based on areas of responsibility and experience.
  • Leads the development of user education and information documents in areas of responsibility.

• IT Service Delivery and Process Capabilities Assurance - Common to all IT Roles
  • Understands and applies continuous improvement principles to business and IT processes in area of responsibility.
  • Ensures compliance with technology policies and regulatory requirements and takes appropriate action to mitigate risks and resolve issues.
  • Proactively seeks and addresses operational opportunities for cost reduction while maintaining or improving IT efficiency and effectiveness.
  • Develops and promotes ideas for the continuous improvement of IT technologies, services, and procedures with IT leadership and the IT Process Improvement team.
  • Actively identifies and advises IT management of potential business, technical, and compliance risks relating to the delivery of IT services.

• Talent Management and Results Delivery - Common to all IT Management Roles
  • Mentors and coaches members of the IT team in completion of routine assignments, project work, and skills development.
  • Supports professional growth of direct report employees by providing counseling and opportunities for training and assignments aligned with career path and Grifols' business goals.
  • Performs annual objective setting mid-year reviews, year-end reviews, and development/career planning for all direct report employees.
  • Contributes to and may participate in Grifols talent review and management processes, ensuring that staff in area of responsibility are appropriately and effectively represented.
  • Engages with IT teams globally to create and implement strategic solutions leveraging internal capabilities and external service provider support to achieve business objectives.                   
     

Additional Responsibilities:

• Empowers team to be productive and accountable; assumes personal accountability for team outcomes in all areas of responsibility.  
• Maintains and shares an expert level of knowledge of at least one specific area of IT technology platforms.                    
   

Education:

Bachelor’s degree in Information Systems, Information Technology, Computer Science, Engineering, Business Administration or related field.                      
 

Experience:

Typically requires a minimum of 3 years of related experience.  Supervisory experience preferred but not required.                    
 

Equivalency:

Depending on the area of assignment, directly related experience or a combination of directly related education and experience and/or competencies may be considered in place of the stated requirements.  Example:  If a job level requires a Bachelor’s degree plus 4 years of experience, an equivalency could include 8 years of experience, an Associate’s degree with 6 years of experience, or a Master’s degree with 2 years of experience.                     
 

This job description is intended to present the general content and requirements for the performance of this job.  The description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.  Managers and supervisors may assign other duties as needed.                    
 

Pay Scale:

The estimated pay scale for the Manager, IT Services role based in Los Angeles California, is $120,000.00-$140,000.00 per year. Additionally, the position is eligible to participate in the company bonus pool. We offer a wide variety of benefits including, but not limited to: Medical, Dental, Vision, PTO, up to 5% 401(K) match and tuition reimbursement. Final compensation packages will ultimately depend on education, experience, skillset, knowledge, where the role is performed, internal equity and market data. We are committed to offering our employees opportunities for professional growth and career progression. Grifols is a global healthcare organization with employees in 30 countries focused on patient health and providing impactful results. Since our humble beginnings in 1909, Grifols has been a family company that prides itself on its family-like culture. Our company has more than tripled over the last 10 years, and you can grow with us!

Third Party Agency and Recruiter Notice:

Agencies that present a candidate to Grifols must have an active, nonexpired, Grifols Agency Master Services Agreement with the Grifols Talent Acquisition Department. Additionally, agencies may only submit candidates to positions that they have been engaged to work on by a Grifols Recruiter. All resumes must be sent to a Grifols Recruiter under these terms or they will be considered a Grifols candidate.

Grifols provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other characteristic or status protected by law. We will consider for employment all qualified Applicants, including those with arrests or conviction records, in a manner consistent with the requirements of applicable state and local laws, including the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

Location: NORTH AMERICA : USA : CA-Los Angeles:US401 - LA CA-Headquarters 

Learn more about Grifols