IT Services Team Lead


NC-Clayton, US

Contract Type:  Regular Full-Time
Area:  Information Technology
Req Id:  512166

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.



The IT Services Team Leader supervises a extended team of technicians who provide services directly to end users of the Grifols IT platforms, devices, and services. The person in this role supports both users and technical staff in incident resolution and provision of new services; advises, participates in, and may lead project teams in evaluating infrastructure and workplace functionality, capabilities, and options as well as planning and delivering new IT services.  The IT Services Team Leader services performance and availability for end users by effectively supervising incident management, monitoring, and maintenance of software and/or hardware platforms in assigned areas of responsibility.  Guides staff in investigating emerging trends and technologies as input to IT service delivery planning and process improvement.


Responsibilities include, but are not limited to the following:


Relationship Management, Planning, and Strategic Alignment

  •     Builds effective and trusting working relationships with all of their business and IT partners.
  •     Contributes to the definition, development, and maintenance of IT strategic and operational plans that support Grifols’ mission, values, and business objectives.
  •     Continuously improves knowledge of business processes, industry trends, and IT systems to better communicate IT capabilities and support IT solutions development.
  •     Takes an actrive role in 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 may approve required documentation for changes and projects as assigned 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.
  •     Participates in the planning of projects of varying size and complexity,contributing information based on specific expertise.
  •     Plays a lead role in adoption management of new systems, functions, and technologies, including the development and delivery of end user training as assigned
  •     Guides Service staff in the planning and execution of internal IT projects of varying size and complexity, advising in areas of specific expertise.
  •     Performs modification of systems or IT-supported devices and coordinates team efforts during deployment of systems and services in assigned areas of responsibility.
  •     Oversees first and second level post go-live support resources for a wide range of system and technology deployments.
  •     Advises project team members, mentoring and coaching Service staff in specific 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; seeks leadership approval for immediate needs and long term plans.
  •     Manages and monitors a queue of issues and changes for team to ensure timely resolution; ensures stakeholders are updated regularly on progress.
  •     Contributes to 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 and professional skills required to perform assigned job duties.
  •     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, and challenges to impacted stakeholders and IT management
  •     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 maintain effective operation and consistent availability.
  •     Advises in the continuous enhancement of systems and services to improve IT effectiveness and system performance.
  •     Addresses user inquiries and support requests,often communicating directly with users by phone, email, or other means requiring superior customer service skills.
  •     Utilizes expert technical and problem solving skills to research and advise team in technical issues in the area supported; escalates unresolved problems to the appropriate resources.
  •     Monitors team performance through daily observation; provides technical and professional skills guidance to technicians as needed to improve quality of services.
  •     Gathers feedback on systems performance and user expectations, reporting significant trends and issues to management and proposing ideas for improvements.

Knowledge Sharing and Consulting

  •     Participates in the education of partners in industry and IT best practices in areas of responsibility and expertise.
  •     Mentors peers and junior level staff with both challenging and routine assignments by sharing knowledge and experience.
  •     Contributes to planning technology adoption and integration with existing systems based on areas of responsibility and experience.
  •     Participates in the development of user education and information documents.
  •     Assists staff and management in the evaluation of emerging technologies for the company.

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 knowledge of multiple areas of IT technology platforms.


Education/Experience/Skills Requirements:  (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, education, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions). 


  • Associate's degree in Information Systems, Information Technology, Computer Science, Engineering, Business Administration or related field.  May require documented training and certification in specific technologies or platforms.
  • Typically requires a minimum of 4 years of related experience.  Supervisory experience preferred but not required.
  • Requires Good level of skill and experience in:
    •   IT systems architecture
    •   Training documentation and delivery
    •   Conflict management
    •   Innovative and creative thinking
    •   Project management methodologies and tools
  • Requires Advanced level of skill and experience in:
    •   Infrastructure maintenance and management
    •   Desktop applications used in role
    •   System lifecycle management
    •   Change and adoption management
    •   Coaching and mentoring
    •   Decision-making and agility
    •   Estimating, budgeting, and forecasting
    •   External service provider management
    •   Leadership and organizational management
    •   Process improvement principles
    •   Risk management
    •   Root cause analysis
  • Requires Excellent level of skill and experience in:
    •   Knowledge of IT services, processes, and operating models
    •   Analyzing and solving problems
    •   Interpersonal relationship management
    •   Negotiating and influencing
    •   Written and spoken communications
  • Requires Exceptional level of skill and experience in:
    •   Customer Service
    •   Empowerment and accountability
    •   Networking and collaboration
    •   Working independently and in a global team environment


Positions in NA: Proficiency in English required; ability to communicate effectively in Spanish desirable


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 cold include 8 years of experience, an Associate's degree with 6 years of experience or a Master's degree with 2 years of experience


Work is performed in an office environment with exposure to electrical office equipment. Frequently sits for 6-8 hours per day. Frequent hand movement of both hands with the ability to make fast, simple, movements of the fingers, hands, and wrists.  Frequently walks. Occasionally bends and twists neck.  Light to moderate lifting and carrying objects with a maximum lift of 25lbs. Frequently drives to site locations and frequently travels within the United States.  Able to communicate complex information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences. Frequently interacts with others, relates sensitive information to diverse groups. Ability to apply abstract principles to solve complex conceptual issues. Performs a wide range of complex tasks as dictated by variable demands and changing conditions with little predictability as to the occurrence.


EEO Females/Minorities/Veterans/Disability



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 Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.


Location: NORTH AMERICA : USA : NC-Clayton:USNC0002 - Clayton 


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