Global Manager, IT Infrastructure

Primary Role:

The Global Manager of IT Infrastructure oversees and leads our global infrastructure and support team. This role is responsible for ensuring the efficient operation of helpdesk support, cloud services, and on-premises infrastructure, delivering exceptional service to our clients and internal stakeholders. The Global Manager, IT Infrastructure plays a critical role in the creation and maintenance of compliance programs relating to global GxP standard operating procedures, security systems, data privacy, disaster recovery, and general IT controls. The role has several direct reports and manages 3rd parties delivering services to our locations in the US, UK, France, and Germany.

This role is based in our headquarters (Horsham, PA) and is required to be on-site 2-3 days per week.

Areas of Responsibility:

Service Management: Responsible for the delivery following global (US/EU) Infrastructure Services:

• Help Desk / User Support / Field Services
• Software Support – OS/Patching/3rd Party Software
• Hardware Support – Server/Workstations/Virtual Infrastructure
• Cloud Services Management – Office 365/Azure
• Access Control – Entra/MFA
• Networking
• Storage/Backups

Team Leadership and Management:

• Manage the recruitment, hiring and growth professional development of IT team members.
• Supervise and mentor a diverse team of infrastructure service professionals across multiple time zones
• Foster a collaborative and high-performance work environment.
• Ensure that appropriate skilled resources are in place to meet required service levels.
• Conduct regular performance evaluations and provide professional development opportunities.
• Lead infrastructure and cloud services projects.

Customer and Stakeholder Engagement:

• Primary point of contact for global (US/ES) Infrastructure services
• Maintain strong relationships with IT, business and vendor stakeholders
• Communicate service updates, changes, and improvements effectively
• Partner with the Information Security team to support the information security program
• Ability to be on-call (when required) to support issues in US and UK time zones

Vendor and Contract Management:

• Manage relationships with infrastructure service providers to assess performance and ensure SLA’s are met
• Negotiate and oversee contracts to ensure service levels and cost-effectiveness.
• Evaluate vendor performance and address any issues

Planning and Continuous Improvement:

• Partner with IT leadership to develop and execute long-term strategies for the global IT infrastructure, aligning them with business goals
• Work with leadership to create and manage the IT infrastructure budget, ensuring cost-effectiveness and adherence to financial targets
• Identify opportunities for process improvements and automation to enhance service delivery.
• Stay up to date with industry trends and emerging technologies to drive innovation.
• Lead initiatives to improve the overall efficiency and effectiveness of infrastructure services.

Incident/Problem/Change Management:

• Lead incident response efforts, including root cause analysis and preventive measures.
• Develop and implement problem management processes to minimize service disruptions.
• Responsible for monitoring and alerting of IT systems to ensure early detection and correction of problems
• Develop and maintain comprehensive disaster recovery plans to ensure the availability of critical IT services.
• Implement IT Infrastructure changes ensuring appropriate communication

Other duties and responsibilities as assigned.

Embody the Myonex Core Values - consistently finds ways to live out the Myonex core values of:

• Be a Great Team Player
• Be Client Focused
• Learn & Grow
• Find a Way

Education & Experience:

Minimum of 5 years of IT and Systems Support experience required. Bachelor’s Degree in Computer Sciences, MIS or equivalent work experiences. Master’s Degree valued.

Skills/Qualifications:

• Proven experience in managing IT helpdesk and cloud services in a global environment.
• In-depth knowledge of O365 and cloud platforms (Azure and AWS) and ITIL practices.
• Strong team management skills.
• Project-based experience delivering infrastructure initiatives.
• Excellent problem-solving and communication skills.
• Ability to work effectively in a fast-paced dynamic environment.
• Familiarity with GxP and similar regulated environments is preferred.