Associate Director, IT End User and Manufacturing Services

Overview

Iovance Biotherapeutics is seeking an Associate Director, IT End User and Manufacturing Services to drive end user productivity through effective delivery of IT services for a US based operation, 24x7 manufacturing operation in Philadelphia, and global expansion to EU and select ex-US markets.  

This role will lead a team of employees, contractors, external service providers and use his/her proven experience to deliver, measure, and continuously improve help desk, lab and pharmaceutical GMP manufacturing IT services for a highly dynamic and regulated biopharmaceutical business.

Essential Functions and Responsibilities

• Partner, collaborate, and develop strong working relationships at all levels with sites and functions to proactively understand IT end user needs in support of local, functional, and corporate objectives, including cell therapy manufacturing at our Philadelphia site and a large remote workforce
• Proactively reach out to the Iovance workforce to understand, communicate, and continuously improve service effectiveness
• Be the lead for communicating services and change management, thereby continuously improving the user experience, optimizing employee productivity, and providing best in class customer service
• Define, execute, measure and report on service effectiveness at both a site level and globally across our organization
• Lead a team of on-site personnel, on-call personnel, shift workers and remote external service providers to support 24x7 manufacturing operations and manage daily demand and delivery of services including inbound help desk requests, hardware and peripheral deployment, software installations/patches, asset/inventory management, device inventory, onboarding, offboarding and white glove support
• Develop the team to understand and operate in a GMP compliant manner
• Define, implement, and provide reliable and user-friendly conferencing solutions for meetings and events
• Manage contracts, budgets, and procurement
• Define KPI’s and implement policies, procedures, automation, and controls for consistent delivery of services in a cost-effective manner using proven methodologies such as the ITIL service framework
• Continuously identify and implement opportunities for self-service and automation to improve end user experience and productivity
• Define and implement training program for IT support staff and new employee hires
• Manage IT Collaboration systems for Tier 2 support and supporting Conferences, Audit, Meeting and Events needs of the organization.
• Proactively coach and mentor the Iovance helpdesk team
• Must adhere to Iovance Biotherapeutics’ core values, policies, procedures, and business ethics.

• Perform miscellaneous duties as assigned.

Travel

• Travel may be required to support various Iovance sites

Required Education, Skills, and Knowledge

• 10 plus years of experience in IT help desk roles with at least 4 years managing and leading a help desk for a geographically dispersed business; the strongest candidate will have 2 plus years of experience managing support for a global business
• Minimum of 2 years managing IT systems in a GMP laboratory/automation setting including knowledge and experience with validation, quality systems and regulatory requirements for the pharmaceutical and biotechnology industry
• Ability to engage, collaborate and communicate effectively at all levels
• Extensive knowledge and experience using ITIL framework, processes, SLA’s, and metrics to manage services and vendors
• Strong fundamental technical knowledge and experience managing Windows-based laptops, client software/apps, patching, Active Directory, networking, collaboration solutions and Microsoft 365
• Proven ability successfully managing/mentoring help desk personnel and developing high performing cross functional teams of employees, contractors, and external service providers
• Highly organized, self-motivated, very efficient, and detailed orientated individual who can effectively prioritize, multi-task and achieve results via teamwork and using consultative approaches
• Ability to thrive/adjust in a multi-faceted and highly dynamic business environment where priorities can change quickly
• Independently and proactively anticipates problems, analyzes situations, and provides solutions to complex problems with the necessary priorities
• Experience documenting process and procedures for a GxP environment.

Preferred Education, Skills, and Knowledge

• Strong experience supporting Lenovo laptops with Windows, Intune for mobile device management, Okta for SSO/MFA, CrowdStrike and end point security solutions.
• Familiarity with pharmaceutical computer system validation, IT GxP best practices, systems supporting laboratory environments, and ITIL service management framework
• Familiarity with Lab Systems and IOT needs of a manufacturing environment.
• Practical knowledge of IT Service Management framework and/or ITIL concepts and practices with ServiceNow platform
• Certifications: relevant technical certifications and ITIL
• Bachelor’s degree in computer science, information systems, or equivalent

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made upon request to enable individuals to perform essential functions. 

Physical Demands and Activities Required

• Must be able to remain in a stationary position standing or sitting for prolonged periods of time.
• Must be able to move about inside an office and exert up to 10 pounds of force occasionally or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Must have visual acuity to perform activities such as: preparing and analyzing data and figures, viewing a computer screen, and extensive reading.
• This position requires repetitive motion, substantial movements (motions) of the wrist, hands, and/or fingers.
• Must be able to communicate with others to exchange information.

Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem-solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Work Environment

This job works in a professional office environment and a manufacturing lab setting. Potential exposure to latex, bleach, loud noise, lab equipment hazards, strong odors, and chemical/biochemical is possible.  Requires operating standard office equipment and keyboards.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Iovance is committed to cultivating and offering a diverse and inclusive work environment. As an equal-opportunity employer, our employees and applicants will be considered without regard to an individual’s race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law. If you need assistance or accommodation to apply to one of our opportunities, please contact careers@iovance.com.

By voluntarily providing information and clicking “Submit Application”, you explicitly consent to the collection and use of your personal information for the purposes described above and in our Candidate Privacy Notice. 

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