Head of IT Service Delivery

FUJIFILM Corporation

. Own end-to-end incident, problem, and change management across the IT service portfolio .

Posted 9/21/2026full-timeHolly Springs • North Carolina • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT service management, including incident, problem, and change management processes, while ensuring compliance with SLAs and quality standards. Proven ability to lead service delivery teams, drive continuous improvement initiatives, and effectively communicate across diverse stakeholder groups.

Highest-signal resume keywords

ITIL Foundation Certification10+ Years IT ExperienceServiceNow ITSM ToolsIncident Management LeadershipThird-Party Service Provider Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementProblem ManagementChange ManagementService Level Agreement (SLA) TrackingRoot Cause AnalysisService Improvement InitiativesService Catalogue ManagementRisk AssessmentPost-Incident GovernanceContinuous Service Improvement

Soft Skills

Clear CommunicationTeam LeadershipStakeholder EngagementCoachingCrisis Management

Tools & Technologies

ServiceNowIvantiBMC RemedyITSM ToolsEnterprise IT Environments

Certifications & Qualifications

ITIL Foundation CertificationHigher-Level ITIL CertificationITIL 4 Managing ProfessionalServiceNow Certified System AdministratorPRINCE2 Certification

Industry Keywords

GxPGAMP 5Regulated EnvironmentsLife SciencesPharmaceuticalBiotechnology

Tech Stack

Tools & technologies

ITSMPMPServiceNow

About the role

Key responsibilities & impact

Own end-to-end incident, problem, and change management across the IT service portfolio
Define and track SLAs, OLAs, and service KPIs; report performance and drive corrective action
Own and maintain the service catalogue
Chair or oversee service review forums with business and technical stakeholders
Act as senior escalation point for cross-team or cross-vendor service issues
Lead major incident response, coordinate resolver groups, drive communications, and own incidents through closure
Run root cause analyses and own corrective and preventive action plans
Drive recurring issues toward permanent fixes
Own post-incident reviews and ensure lessons learned are captured and actioned
Maintain and test escalation and crisis communication procedures
Own the ITSM framework and its consistent application across teams and providers
Drive continuous service improvement and track systemic fixes to closure
Define and maintain service management policies, procedures, and documentation
Own service reporting and dashboards and ensure data quality
Manage third-party service providers against contracted SLAs
Hold vendors accountable for quality, responsiveness, and follow-through
Participate in vendor governance, commercial escalations, and contract renewal input
Bring new delivery partners up to speed on the environment, standards, and expectations
Direct service delivery and service desk resources day to day
Report service performance, risks, and improvement plans to Digital Workplace leadership
Provide budget input and resourcing recommendations
Build team capability through coaching and structured process improvement
Support FUJIFILM Biotechnologies sites globally

Requirements

What you’ll need

Bachelor's degree in Information Technology, Computer Science, Business, Engineering, or a related field, or equivalent professional experience
ITIL Foundation certification required
10+ years of IT experience, including 5+ years focused on IT service delivery, service management, or operations leadership
Experience owning incident, problem, and change management processes at scale across a mixed technology estate
Experience 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 accountability for delivery quality
Experience defining, tracking, and reporting on SLAs, OLAs, and service KPIs
Experience running service improvement initiatives that reduced incidents, downtime, or repeat issues
Working knowledge of enterprise IT environments spanning end user computing, collaboration, network, and infrastructure services
Deep knowledge of ITIL incident, problem, change, request, and knowledge management processes
Strong understanding of SLA/OLA design, service-level reporting, and service catalogue management
Working knowledge of ITSM tools such as ServiceNow, Ivanti, BMC Remedy, or equivalent
Strong understanding of service reliability, audit trails, and controlled change in regulated environments
Working knowledge of GxP, GAMP 5, and ITIL as applicable to IT service delivery
Experience with change control, risk assessment, and post-incident governance
Ability to work across agile, ITIL, and formal change-control models
Ability to direct delivery partners and set quality expectations without formal line authority
Clear communication across technical, business, and global stakeholder audiences, especially under incident pressure
Experience in regulated life sciences, pharmaceutical, biotechnology, or comparable GxP environments is advantageous
Higher-level ITIL certification is strongly preferred
ITIL 4 Managing Professional or equivalent is preferred
ServiceNow Certified System Administrator or equivalent ITSM platform certification is preferred
PRINCE2, PMP, or similar certification is preferred
Formal GxP or computerized system validation training is preferred

Benefits

Comp & perks

Medical, dental, vision, and prescription drug coverage
Health Savings Account with company contributions
Industry-leading 401(k) savings plan
Insurance coverage
Employee assistance programs
Wellness incentives
Paid vacation time
Sick time
Company holidays
Supportive environment focused on personal and professional growth