Associate Director, It

**Position Summary**:

- Develops and delivers detailed technology solutions and services via management of IT staff resources, service delivery, business partnering activities and professional services project activities.
- Responsible for ensuring the existing high level of IT support service and for identifying additional product/service opportunities for clients.
- Technical responsibilities include problem identification, system architecture definition, software specification and/or design, implementation, testing, client training and solution deployment.
- Project management activities include interaction with company and client managers and cost/schedule monitoring.
- Manages multiple teams of professional-level employees and/or managers across multiple locations, responsible for providing Tier 2 technical support for IQVIA's products and services for a designated client, group of clients or end users.
- Provides strategic leadership for the delivery of Tier 2 technical support and service activities for IQVIA's products and services. Sets goals and objectives for team members for achievement of operational results.
- Develops Customer Support delivery strategy and related processes, escalation procedures and training.
- Liaises between customers and technical support, product development, sales and field service to identify opportunities for customer support delivery improvements, cost reduction and value-add to the customer/client.
- Develops and communicates Customer Support objectives and priorities and coordinates strategic planning, research and the tactical development, implementation and management of deliverables.
- Supports delivery standards and ensures quality service and operational performance are adhered to across the organization.
- Establishes and maintains organisation/regional-wide budgets, policies and practices.
- Influences decision-making at the management and executive level through formal presentation of complex and technical information.
- Provides coaching and guidance on job performance and career development to direct reports; models and provides leadership examples for organization.

**Position functions**:

- Adhere to established IT policies, procedures and standards and ensure conformance with information systems, goals and procedures
- Provide creative, effective solutions and recommend procedures and resources to enhance efficiency, productivity, and end user satisfaction
- Provide training to professional-level employees and/or managers as well as end-users when indicated
- Maintain a working knowledge of Service Desk and IT Operations procedures related to client services\
- Recreate user problems to resolve operating difficulties and recommend system modifications to reduce user problem
- Escalate more complex problems to appropriate level of senior management and provide information on problems that are severe in nature or that are exceeding target dates
- Project Manage and work on IT and business specific projects with other CI teams and business groups
- Lead projects within the End User Support Organization
- Track professional-level employees and/or managers with SMART goals
- Provide guidance to less experienced IT staff in areas such as problem resolution, incident management, service delivery, client service and communication, etc
- Maintain a working knowledge of ITIL practices, Service Desk and IT Operational procedures related to client service support
- Manages directly or through supervisors in developing and managing information systems for planning, control, and operational purposes.
- Prepares systems projects/plans with priority recommendations and presents systems proposals to higher management.
- Schedules, controls and reports progress of development activities.
- Reviews requirements and prepares related recommendations.
- Prepares operational forecasts and requirements for data processing, systems development, and communications.
- Prepares and administers project and department budgets and reports budget performance.

**Qualifications**:

- 5 - 7 years of prior relevant experience.
- Associate (undergraduate) Level Degree in IT related field or similar.
- Practical knowledge in leading and managing teams and individuals in the execution of processes, projects, service devliery across one or multiple related IT areas.
- Must ensures policies, practices and procedures are understood and followed by direct reports, customers and stakeholders.
- Management knowledge to lead teams and ability to influences others inside and outside of own job area.
- Strong communications and high levels of customer service skills
- Ability to quickly trouble shoot and resolves IT problems
- Working knowledge of Microsoft and Apple products including workstation operating systems and networking technologies
- Possess excellent verbal and written English language communication skills
- Ability to establish and maintain effective working relationships with team m