Director of Digital Operations - (Mexico City)

ICON plc is a world-leading healthcare intelligence and clinical research organisation. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and public health organisations.

With our patients at the centre of all that we do, we help to accelerate the development of drugs and devices that save lives and improve quality of life.

Our people are our greatest strength, are at the core of our culture, and the driving force behind our success. ICON people have a mission to succeed and a passion that ensures what we do, we do well.

The Director of Digital Operations is a senior IT leader who will provide guidance and leadership to a growing IT organization that would benefit from their experience and expertise.

Will also lead a distributed group of Application Support Specialists whose primary mission is to provide exceptional support for ICON's key suite of applications across ICON’s service lines, through our global team; they will be responsible for managing both the operational and strategic activities for their group.

They are a strategic partner to their stakeholders and drive the Digital Application Services roadmap.

The Director will also liaise with Senior Management in the business and to represent IT for any local office requirements and will also support US and Canada regions.

This role is Hybrid and requires the candidate to attend the office (Mexico City) a minimum of 3 days a week.

The Application Support Team provide the following key services :

• Level 2 / 3 Support: Customers receive advanced technical assistance that goes beyond basic troubleshooting provided during initial triage.

• Application Upgrades, Replacements & Ongoing Maintenance : The team incorporates regular maintenance of applications into the annual roadmap/strategy, which may involve minor or major upgrades, application retirements, and security updates that address critical vulnerabilities.

• Service Transitions : The team collaborates with necessary stakeholders to establish an agreed-upon support model after go-live to ensure a successful service transition for any newly developed or acquired applications.

• IT Audit & Compliance​ : Supporting IT audits to ensure we meet regulatory standards and internal policies.​

The role

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Significant experience in a similar role preferably in medium-to-large scale global organization managing a large group of support specialists with a diverse range of applications to support.

• A key goal will be to coach & drive high performance within the team and to deliver best practice support. Familiarity with ServiceNow is beneficial.

• Possess a continuous improvement mindset: A crucial aspect of our group is looking for opportunities to automate manual activities to eliminate waste and enable us to focus on more critical & value-add tasks. The individual should have the ability to challenge the status quo, and to question why we do things in a certain way and explore more efficient alternatives while aligning with service delivery best practices. ​

• Work with other Senior Leaders in the group to ensure optimal resource and workload management and identify and address any support gaps.

• Possess a customer focused background and display commercial awareness.

• Ability to research, embrace new and innovative technologies/applications for the benefit of their stakeholders.

• Ensure applications in scope are managed and maintained in terms of all applicable license counts; appropriate user set-ups, upgrades, replacements, retirements, patching & security updates.

• Experience in systems architecture design, systems development methodologies and systems integration technologies.

• Proven ability to successfully deliver medium-large scale programs of change on time and within budget.

• Ability to present strategies and change initiatives (to technical or non-technical audiences) to secure approval and funding.

• Possess strong interpersonal, relationship management, influencing and negotiation skills.

• Manage any Vendor and Partner contracts and relationships to ensure required support is provided.

• Define and manage the annual budget, identify savings and drive the Capex submissions to support the Application Services Roadmap.

• Responsible for the hiring and training of new IT Operations team members.

• Pharma experience is a distinct advantage due to the requirement to understand and comply with regulatory requirements., SOPs, procedures. }

• Any other related tasks designated by Senior Director, Digital Operations.

You will need:

• Bachelor's degree in Business or Computing, or equivalent work experience required.

• Any certifications in automation, lean methodologies or experience with AI is advantageous.

• Advanced English level

• ITIL certification.

Benefits of Working in ICON:

Our success depends on the knowledge, capabilities and quality of our people. That's why we are committed to developing our employees in a continuous learning culture -one where we challenge you with engaging work and where every experience adds to your professional development.

At ICON, our focus is to provide you with a comprehensive and competitive total reward package that comprises, not only an excellent level of base pay, but also a wide range of variable pay and recognition programs. In addition, our best in class employee benefits, supportive policies and wellbeing initiatives are tailored to support you and your family at all stages of your career -both now, and into the future.

ICON, including subsidiaries, is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know through the form below.

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