As Associate Director of Global Signal Management at Sandoz, you'll manage external teams detecting safety signals. Drive process improvements and compliance in pharmacovigilance practices.
About the role
- Develop and execute the vision and roadmap for end-user technology services, ensuring alignment with business priorities and IT strategy.
- Establish and enforce IT service management (ITSM) standards, policies, and best practices.
- Serve as the voice of end-user services with senior leadership and influence technology priorities and investments.
- Foster a culture of innovation, automation, SaaS optimization, and AI-enabled workflows.
- Oversee day-to-day operations of the IT Service Desk and Desktop Support teams, ensuring SLA adherence and KPI tracking.
- Lead incident, problem, and change management processes to minimize downtime and enhance system reliability.
- Monitor performance metrics and leverage insights to deliver operational improvements.
- Ensure end-to-end ownership of onboarding, offboarding, endpoint lifecycle management, patching, and vulnerability remediation.
- Partner with cross-functional teams to integrate endpoints, audio-visual, and collaboration solutions with enterprise infrastructure.
- Establish and manage a VIP/Executive Support program providing proactive white-glove service for senior leadership.
- Lead, mentor, and develop technical support teams, build expertise in SaaS platforms, automation, and AI-enabled support.
- Act as primary liaison with business stakeholders and partner with SaaS vendors to maximize licensing investments and influence product roadmaps.
- Ensure IT support services comply with security, compliance, and governance frameworks and lead disaster recovery and business continuity planning for end-user technologies.
- Expected to be on site, in office four days per week.
Requirements
- 10+ years of progressive IT support experience, with at least 5 years in a leadership role overseeing Service Desk/Desktop Support or equivalent.
- Proven success managing ITSM processes (Incident, Problem, Change) and platforms such as ServiceNow or JIRA.
- Expertise in endpoint management (Windows, macOS, Intune, JAMF).
- Experience with SaaS collaboration platforms (Microsoft 365, Okta, Slack, Zoom).
- Strong knowledge of security best practices, endpoint protection, and SaaS governance.
- Demonstrated ability to deliver executive/VIP technology support with discretion and white-glove service.
- Ability to use metrics and analytics to improve service delivery and measure outcomes.
- Exceptional communication skills with experience engaging and influencing executive stakeholders.
- Strong project management skills with ability to manage competing priorities in fast-paced environments.
- Experience in a high-growth, dynamic organization with a global workforce.
- Preferred: Experience with scripting (PowerShell, Python) and automation frameworks for SaaS and endpoint management.
- Preferred: Familiarity with AI features in SaaS platforms (Copilot, Zoom AI, Slack AI).
Benefits
- Employees at Fanatics' corporate entity can work remotely for up to four weeks per year, which can be taken in daily or weekly increments.
- Base pay range for New York City is $175,000 to $200,000 (base pay only; does not include short-term or long-term incentive compensation).
Job title
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No Education Requirement
Tech skills
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