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Global Service Desk and ITIL Process Manager

Location: Slough/Remote

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.

We are currently looking for a Global Service Desk and ITIL Process Manager to join our organization. Within this role, you will oversee the day to day operations of the global service desk and both develops and manages ITIL processes in the remit of IT Service Operations. The position will be a combination of remote working, traveling to our offices in Slough, UK, or visiting other locations globally as required.

In addition, you will strongly cooperate with the following partners to ensure operational efficiency and compliance in IT service delivery:

• Infrastructure CoE’s team and external IT service providers


• Service Delivery Managers


• IT Security & Compliance team

Key responsibilities:

• Manage day-to-day operations of the global service desk, including incident management, request fulfillment, and problem resolution.


• Define, measure, and report on service desk performance against agreed-upon service levels and key performance indicators (KPIs).


• Identify opportunities for continuous improvement in service desk processes and implement enhancements to optimize efficiency and customer satisfaction.


• Act as the Global Single Point of Contact (SPOC) for the Service Desk between Lonza and service providers and contribute to implementation of new solutions and projects to ensure successful transition to operations


• Implement and optimise ITIL processes within the realm of IT Service Operations


• Provide leadership, direction and coach/mentor team members


• Monitor and analyze key performance metrics related to service desk and ITIL processes, providing regular reports to leadership.


• Globally manage the outsourcing partner(s)


• Monitor effective implementation of all projects and recommend improvements for operational efficiency


• Implement monitor and adhere to best practices and process improvements for to support user and service excellence


• Handle complaints and escalations when deviations in service delivery occur.


• Participates in on-going IT Service Operations and governance meetings


• Drive process excellence and continuous improvement


• Manage and coordinate Major Incident Management events. Ensure process is followed and responsible teams execute the required tasks per process.


• Manage stakeholder communications as needed.


• Perform other duties as assigned.

Key requirements:

• ITIL Service V3 or V4


• Demonstrated ability within a service desk environment


• Strong customer service ethic


• Strong presentation skills


• Ability to prioritize and quickly resolve issues


• Excellent verbal communication skills


• Excellent analytical and problem solving skills


• Effective prioritization and project management skills


• Ability to anticipate risks and devise solutions in the moment


• Strong team leadership skills


• Working knowledge of IT architecture, IT security, IT governance

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.

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Reference: R57294