IT Application / Service Manager

Core Responsibilities

System Ownership & Lifecycle

• Manage the full end-to-end application lifecycle, ensuring operational stability, quality, and continuous optimization.

• Act as the primary operational contact and decision point for queries alongside Product Owners and Information Compliance team.

• Authorize and approve key operational documentation, including system runbooks.

Planning, Change & Release Management

• Plan, authorize, and oversee changes in the IT environment to maintain business continuity and deployment safety.

• Work closely with development teams and Product Owners on building and managing application releases.

• Contribute to PI Plannings on product lifecycle milestones and operational goals

Risk, Security & Compliance

• Create and maintain System Risk Assessments (SRA) in alignment with Legal and Information Compliance requirements.

• Oversee and manage key authentication assets, password vaults, and compliance with security policies.

Operations & Access Oversight

• Manage operations of L2/L3 support lines.

• Monitor SLA/KPI benchmarks and supervise ITIL Incident and Service Request management in ServiceNow.

• Maintain ServiceNow Knowledge Base (KB) articles, operational procedures, and team sites (SharePoint / Confluence).

Candidate Competencies & Requirements:

• 5 years of commercial experience in managing IT products within a similar position.

• Frameworks & Governance: ITIL / ITSM (Incident/Request/Problem Management), System Risk Assessment (SRA) frameworks, Service Management and Agile (Scrum / Kanban / Scrumban).

• Change Management: Proven hands-on fluency in formal Change Management.

• Identity, Access & Security Tools: Understanding of the Corporate Identity Management concepts.

• Systems & Infrastructure: ServiceNow, Google Workspace, and Microsoft 365.

What will make a candidate stand out?

• Domain Knowledge: Information Governance and Compliance, regulated IT ecosystems, IT for Pharma.

• Technical Literacy: Solid understanding of software development concepts, including APIs, data models, microservices architecture.

• AI Advocacy: AI prompt engineering and use case design.

• Data & Analytics Tools: SQL (relational database querying & views), Tableau.

• Technical & Scripting Knowledge: SQL (queries & views), PowerShell scripting for automation, Tableau, Google Sheets, and Excel.

• Testing: ISTQB testing best practices.