Head of User and Service Excellence (80-100%) (f/m/d)

Today, Lonza is a global leader in life sciences operating across three continents. While we work in science, there’s no magic formula to how we do it. Our greatest scientific solution is talented people working together, devising ideas that help businesses to help people. In exchange, we let our people own their careers. Their ideas, big and small, genuinely improve the world. And that’s the kind of work we want to be part of.

The role will ensure that the services and support delivered locally and/or by global IT delivery teams to exceed business expectations. The main responsibility of the role is to for oversee and drive the quality and efficiency of IT services delivered to users. This role involves ensuring that IT support and service management processes are user-centric, efficient, and continuously improved to meet organizational needs, service levels and service objectives. The successful candidate will lead a team dedicated to maintaining high standards of service delivery and enhancing user satisfaction

Being part of the IT Leadership Team, the role will work with the other ITLT members, CoEs and service delivery teams to create and implement business strategies that leverage and integrate IT architecture, infrastructure, services and capabilities in support of business capabilities and initiatives. The role serves as the single point of contact, an internal consultant and a trusted advisor to business stakeholders and is responsible for maintaining a high level of users’ satisfaction with IT capabilities, systems and services.

Key responsibilities:

• Manage global team providing operational services to Lonza businesses
• Set overall vision and strategy for the delivery of User and Service Excellence. Establish and enforce standards, procedures and methods, assess and approve vendors.
• Oversee departmental finances, including budgeting and forecasting. Ensure tactical capacity planning.
• Accountable for ITSM (IT Service Management) and ITSM platform management
• Ensure that the activities of the team are coordinated and communicated to meet the needs of the wider business and that policies are processes are adopted across the organization.
• A key focus of this position is to work with internal teams and third-party suppliers to own the governance and performance of IT systems and processes across Lonza ensuring the provision of robust, cost effective, scalable, fit-for-purpose services

• Leadership and Team Management:
  • Provide leadership and guidance to the IT User and Service Excellence team.
  • Define team goals, objectives, and performance metrics.
  • Foster a collaborative and high-performance culture within the team.
  • Mentor and develop team members to enhance their skills and capabilities.
• IT Service Management Strategy:
  • Develop and implement an IT service management strategy aligned with business goals.
  • Define and enforce IT service management policies, standards, and procedures.
  • Identify opportunities for service improvement and develop corresponding action plans.
  • Ensure compliance with ITIL (Information Technology Infrastructure Library) best practices.
• User Satisfaction and Experience:
  • Establish mechanisms to capture user feedback and measure user satisfaction.
  • Analyze user feedback and develop initiatives to enhance the user experience.
  • Collaborate with stakeholders to understand user needs and align IT services accordingly.
  • Promote a customer-centric approach to service delivery.
• Service Delivery and Performance:
  • Oversee the delivery of IT services, ensuring adherence to service level agreements (SLAs)
  • Drive continuous improvement initiatives to optimize service delivery processes.
  • Establish and maintain effective incident, problem, and change management practices.
• Vendor and Supplier Management:
  • Manage relationships with external vendors and service providers.
  • Evaluate vendor performance and ensure compliance with service agreements.
  • Collaborate with procurement teams to negotiate contracts and pricing.
• Training and Awareness:
  • Develop and deliver training programs to promote IT service management awareness.
  • Educate users on IT services, processes, and self-help resources.
  • Conduct regular workshops and seminars to enhance IT literacy among users.

Key requirements:

• Bachelor of Arts/Science in the field of Computer Management is required or Masters in the field of Computer Management is preferred.
• Must be business fluent in English
• Proven track record in the service delivery, end user services and business partnering
• Proven track record in striving for continuous improvement and driving efficiencies while maintaining high levels of customer satisfaction
• Proven capability to build trust with business partners & communicate honestly and transparently Strong business acumen, decision making, and influence skills across all levels of an organization
• Strong communication skills, including with employees, clients, management and partners
• Strong results orientation (driving to deadlines, project goals, service delivery)
• Ability to work collaboratively and partner with employees, leaders, and vendors
• Excellent presentation skills, including the ability to translate technical information into business terms
• Technology and partnering credibility with business
• Work experience in the Life Sciences or other regulated industry
• Excellent analytical and problem solving skills
• Effective prioritization and project management skills
• Ability to anticipate risks and devise solutions in the moment
• Working knowledge of IT architecture, IT security, ITIL and IT governance

Lonza wants to attract the best talent and recognizes that they are not always available full-time. At Lonza, we will consider requests for flexible working hours. Please talk to us during the interview process about the flexibility you may need.

Every day, Lonza’s products and services have a positive impact on millions of people. For us, this is not only a great privilege, but also a great responsibility. How we achieve our business results is just as important as the achievements themselves. At Lonza, we respect and protect our people and our environment. Any success we achieve is no success at all if not achieved ethically.

People come to Lonza for the challenge and creativity of solving complex problems and developing new ideas in life sciences. In return, we offer the satisfaction that comes with improving lives all around the world. The satisfaction that comes with making a meaningful difference.