Date: Aug 5, 2025
Department: Global ICT
Job Type: Direct Employee
Business Area: Information Technology
Contract Type: Permanent
Location:Cary, NC, US

ABOUT US

Based in Parma, Italy, Chiesi is an international research-focused pharmaceuticals and healthcare group with 90 years’ experience, operating in 30 countries with more than 6,000 employees (Chiesi Group). To achieve its mission of improving people’s quality of life by acting responsibly towards society and the environment, the Group research, develops and markets innovative drugs in its three therapeutic areas: AIR (products and services that promote respiration, from new-born to adult populations), RARE (treatment for patients with rare and ultra-rare diseases) and CARE (products and services that support special care and consumer-facing self-care).
We are proud to be the largest global pharmaceutical group to be awarded B Corp Certification, a recognition of high social and environmental standards. We are a reliable company that adopts and promotes transparent ethical behavior at all levels.
We are committed to embrace diversity, inclusion and equal opportunities. In fact, we are a global family made up of different cultures, different genders, generations, ethnicities, abilities, sexual identities and many other enriching diversities.

EXPERIENCE REQUIRED

• 5+ years of experience in IT service management, vendor management, or operations
• Strong knowledge of ITIL framework and service desk operations
• Experience managing outsourced providers and performance-based contracts

TECHNICAL SKILLS

• ITIL certification (Foundation or Intermediate level)
• Familiarity with service management platforms like ServiceNow
• Strong interpersonal and negotiation skills for managing vendor relationships
• Understanding of compliance implications when outsourcing (e.g., data processing agreements, SOC 2, HIPAA)
• Proven ability to manage cross-functional stakeholders and service escalations
• Experience with metrics-driven service improvement programs
• ITSM Tools: Deep familiarity with IT Service Management platforms, particularly ServiceNow, including incident, request, change, and knowledge management modules. Ability to configure dashboards and extract performance data.
• ITIL Practices: Practical application of ITIL v3/v4 principles for service strategy, design, transition, operation, and continual improvement. Familiarity with service reviews and operational level agreements (OLAs).
• Service Desk Operations: Understanding of Tier 1 to Tier 3 support models, ticket lifecycle, prioritization schemes, escalation paths, and first-call resolution improvement strategies.
• Vendor Management Platforms: Familiarity with tools for managing vendor contracts, SLA tracking, and scorecards (e.g., Coupa, SAP Ariba, or custom Excel/Power BI templates).
• Monitoring & Reporting: Ability to interpret data from monitoring systems (e.g., SolarWinds, PRTG, Datadog) to support incident triage and confirm SLA adherence.
• SLA & KPI Definition: Experience drafting and negotiating Service Level Agreements (SLAs), defining key performance indicators such as Mean Time to Resolution (MTTR), uptime, and user satisfaction scores (CSAT, NPS).
• Knowledge Management: Capable of overseeing a knowledge base strategy including content standards, ownership models, and continuous updates for FAQs and self-service articles.
• Change & Release Coordination: Experience coordinating planned changes and releases in coordination with technical teams, ensuring risk assessment and communication planning.
• Asset & License Tracking: Basic familiarity with IT asset management and license usage tracking tools, working in partnership with infrastructure or application teams.
• Basic Security Compliance Awareness: Understands vendor-related risks (e.g., data access, incident response roles), and supports third-party assessments under HIPAA, GxP, and corporate security policies

EDUCATION

Bachelor’s degree in IT, Business Administration, or related field
No matter where your path starts at Chiesi, it leads to inspiring possibilities. Your future is our focus, and we are committed to nurturing your development in our dynamic, friendly environment with access to resources and training every step of the way.
We provide top-class benefits, including comprehensive healthcare programs, work-life balance initiatives, and robust relocation support. Our salary package is competitive, comprising a basic salary, performance bonuses, and benefits benchmarked against the external market. Additionally, we offer flexible working arrangements, remote work options, and tax assistance services for foreign colleagues, all designed to help you thrive.
Chiesi USA is an equal opportunity employer committed to hiring a diverse work force at all levels of our business. All qualified applicants receive consideration for employment without regard to race, national origin, age, sex, religion, disability, marital status, veteran status, or any other basis protected by local, state or federal law. This policy applies with regard to all aspects of one’s employment, including hiring, transfer, promotion, compensation, eligibility for benefits and termination.

PURPOSE

Ensure high-quality, cost-effective delivery of ICT services through effective management of external vendors and internal service performance. Coordinate service desk operations and act as the key liaison between ICT and business stakeholders for operational ICT service needs. Please note that we are unable to provide sponsorship or work authorization for this position. The candidate should support our hybrid work model from the Cary, NC office.

MAIN RESPONSIBILITIES

• Manage ICT service delivery across all business units, ensuring adherence to service-level agreements (SLAs) and resolution timelines.
• Oversee the outsourced helpdesk provider and coordinate the Service Desk Specialist to ensure a positive user experience.
• Own the vendor lifecycle: sourcing, onboarding, contract negotiation, performance management, and renewals.
• Define and track KPIs for service desk performance, user satisfaction, ticket management, and vendor compliance.
• Act as a point of escalation for ICT service issues and ensure root cause analysis and continuous improvement actions.
• Maintain the ICT service catalog and collaborate with technical leads to ensure alignment of service levels with evolving business needs.
• Contribute to budget planning and cost control related to external services and operational ICT support.
• Ensure compliance with relevant internal policies and external regulations (e.g., HIPAA, GxP), especially in third-party services
• Accountable for Application Management Services
• Accountable for ICT Governance