Head of IT Service Delivery

Position Overview

Within Global Digital Workplace, the Head of Service Delivery Manager owns how IT services get delivered end to end: what gets measured, what “good” looks like, and how consistently it is met. You will own service performance, the operating model, and the outcome — and you will be close enough to day-to-day operations to know whether what is running is actually working.

This is a role for someone who wants both depth and scope. You will be hands-on in service operations — incident, problem, and change management, SLA and OLA performance, and the service catalogue — while owning the service management direction that sits above it. We operate a platform-agnostic ITSM model across a mixed technology estate, working with internal delivery teams and third-party service providers.

Company Overview

The work we do at FUJIFILM Biotechnologies has never been more important—and we are looking for talented candidates to join us. We are growing our locations, our capabilities, and our teams, and looking for passionate, mission-driven people like you who want to make a real difference in people’s lives. Join FUJIFILM Biotechnologies and help make the next vaccine, cure, or gene therapy in partnership with some of the most innovative biopharma companies across the globe. We are proud to cultivate a culture that will fuel your passion, energy, and drive - what we call Genki.  Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of “giving our world more smiles.” Visit: https://www.fujifilm.com/us/en/about/region/careers

Job Description

Leading through disruption is part of the role — major incidents, service outages, and high-severity escalations. When something breaks, you own the response, direct the teams and vendors resolving it, run the root cause analysis, and are accountable for it landing without repeat failures.

You will work with application owners, infrastructure teams, vendors, and colleagues across our global sites, in an environment where service reliability is a patient safety and regulatory matter, not just an IT one.

Principal Accountabilities

1. Service Operations & Performance Leadership  

• Own end-to-end incident, problem, and change management across the IT service portfolio, ensuring consistent process discipline and timely resolution.
• Define and track SLAs, OLAs, and service KPIs; report performance against target and drive corrective action where service falls short.
• Own the service catalogue and ensure it reflects what is actually delivered, to whom, and at what standard.
• Chair or oversee service review forums with business and technical stakeholders.
• Act as senior escalation point for service issues that cross team or vendor boundaries.

2. Major Incident & Problem Management  

• Lead major incident response: coordinate resolver groups, drive communications, and own the incident through to closure.
• Run root cause analysis on significant incidents and own the resulting corrective and preventive action plan through to completion.
• Track recurring issues and drive them into permanent fixes rather than repeated workarounds.
• Own post-incident reviews and ensure lessons learned are captured and actioned.
• Maintain and test escalation and crisis communication procedures.

3. Service Management Framework & Continuous Improvement  

• Own the ITSM framework (incident, problem, change, request, and knowledge management) and its consistent application across teams and providers.
• Drive continuous service improvement: identify systemic weaknesses, prioritize fixes, and track them to closure.
• Define and maintain service management policies, procedures, and documentation.
• Own service reporting and dashboards, and ensure the data quality behind them.

4. Vendor & Partner Delivery Management  

• Manage day-to-day performance of third-party service providers and delivery partners against contracted SLAs.
• Hold vendors accountable for quality, responsiveness, and follow-through; escalate and remediate where performance slips.
• Participate in vendor governance: service reviews, commercial escalations, and contract renewal input.
• Bring new delivery partners up to speed on our environment, standards, and expectations.

5. Team Leadership & Governance  

• Direct a team of service delivery and service desk resources day to day: allocate work, set expectations, review quality, and unblock delivery.
• Report service performance, risks, and improvement plans to Digital Workplace leadership in terms stakeholders can act on.
• Own budget input and resourcing recommendations for the service delivery function.
• Build capability in the team through coaching and structured process improvement.

Minimum Education Requirements

• Bachelor's degree in Information Technology, Computer Science, Business, Engineering, or a related field, or equivalent professional experience.
• ITIL Foundation certification required; a higher-level ITIL certification (Practitioner, Intermediate, or Managing Professional) strongly preferred.

Minimum Experience Requirements

• 10+ years of IT experience, including 5+ years focused on IT service delivery, service management, or operations leadership.
• Demonstrated experience owning incident, problem, and change management processes at scale, across a mixed technology estate.
• Proven track record leading major incident response and driving root cause analysis to closure.
• Experience managing third-party service providers and holding them accountable to SLAs and quality standards.
• Experience directing service delivery or operations teams and being accountable for the quality of what they deliver.
• Proven experience defining, tracking, and reporting on SLAs, OLAs, and service KPIs.
• Experience running service improvement initiatives that measurably reduced incidents, downtime, or repeat issues.
• Experience in a regulated life sciences, pharmaceutical, biotechnology, or comparable GxP environment is an advantage, including audit and validation awareness.
• Working knowledge of enterprise IT environments spanning end user computing, collaboration, network, and infrastructure services.

Knowledge & Skills

Service Management Expertise

• Deep functional knowledge of ITIL processes: incident, problem, change, request, and knowledge management.
• Strong grasp of SLA/OLA design, service level reporting, and service catalogue management.
• Working knowledge of ITSM tooling (e.g. ServiceNow, Ivanti, BMC Remedy, or equivalent) — enough to specify, test, and challenge what partners build and report.
• Comfortable using data and reporting to identify systemic issues and build the case for improvement.

Governance, Risk & Compliance

• Strong understanding of service reliability, audit trail, and controlled change expectations in a regulated environment.
• Working knowledge of GxP, GAMP 5, and ITIL as applicable to IT service delivery.
• Practical experience with change control, risk assessment, and post-incident governance.

Delivery & Leadership

• Comfortable working across agile, ITIL, and formal change control models simultaneously.
• Able to direct delivery partners and set quality expectations without formal line authority.
• Able to set expectations with stakeholders and say plainly what will not be resolved in a given timeframe.
• Clear communicator across technical, business, and global stakeholder audiences, especially under incident pressure.

Preferred Certifications

• ITIL 4 Managing Professional, or equivalent.
• ServiceNow Certified System Administrator, or equivalent ITSM platform certification.
• Project or service management certification (e.g. PRINCE2, PMP, or similar).
• Formal GxP or computerized system validation training.

What Success Looks Like

• IT services run reliably, with incidents resolved within target and recurring issues in steady decline.
• Major incidents are handled calmly, communicated clearly, and closed with real corrective action — not just a workaround.
• SLAs and OLAs are consistently met, with performance visible and reported without having to chase it.
• Vendors and delivery partners are held to account and deliver to expectation.
• Service management processes and evidence that stand up confidently to audit and inspection.

Our programs are designed to focus on maintaining and enhancing all pillars of health with a robust benefits package including medical, dental, vision and prescription drug coverage with the option of a Health Savings Account with company contributions. In addition, we offer an industry leading 401(k)savings plan, insurance coverage, employee assistance programs and various wellness incentives. We support life-work balance with paid vacation time, sick time, and company holidays. Explore a supportive environment that enriches both your personal and professional growth! 

This is a global position that will support all our FUJIFILM Biotechnologies sites. Benefits and compensation will be governed by the location that you are based from and considered your home site. 

As part of any recruitment process, FUJIFILM Biotechnologies collects and processes personal data relating to job applicants. The organisation is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations and may share this as part of the global recruitment process with hiring managers in Europe and the United States. 

To all agencies: Please, no phone calls or emails to any employee of FUJIFILM about this requisition. All resumes submitted by search firms/employment agencies to any employee at FUJIFILM via-email, the internet or in any form and/or method will be deemed the sole property of FUJIFILM, unless such search firms/employment agencies were engaged by FUJIFILM for this requisition and a valid agreement with FUJIFILM is in place. In the event a candidate who was submitted outside of the FUJIFILM agency engagement process is hired, no fee or payment of any kind will be paid.  

EEO Information

Fujifilm is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc.

ADA Information

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department ([email protected]).