Sr Mgr, Production Operations

At ICON, it's our people that set us apart. Our diverse teams enable us to become a better partner to our customers and help us to fulfil our mission to advance and improve patients' lives.

Our 'Own It' culture is driven by four key values that bring us together as individuals and set us apart as an organisation: Accountability & Delivery, Collaboration, Partnership and Integrity. We want to be the Clinical Research Organisation that delivers excellence to our clients and to patients at every touch-point. In short, to be the partner of choice in drug development.

That's our vision. We're driven by it. And we need talented people who share it.

If you're as driven as we are, join us. You'll be working in a dynamic and supportive environment, with some of the brightest and the friendliest people in the sector, and you'll be helping shape an industry.

* Recognize, exemplify and adhere to ICON's values which center on our commitment to People, Clients and Performance.

* As a Manager, the employee is expected to recognize the importance of and create a culture of process improvement with a focus on streamlining our processes adding value to our business while meeting client needs.

* Travel (approximately 15%) domestic and/or international*

* Develop and implement client satisfaction metrics within and across support functions.*

* Ensure high quality delivery and execution across the Help Desk and PSA functions including 24/7 cover for services.

*Develop and implement client satisfaction metrics within and across support functions.*

* Determine and manage staffing requirements to maintain alignment with business needs; manage teams ensuring employee engagement, career growth, development and retention.

* Communicate with department management and project managers regarding service and/or quality issues or trends."

* Develop, implement and maintain service level agreements by function or client as necessary.*

* Act as escalation point for internal or external users and clients regarding support functions and support related service delivery.*

* Assess and improve processes within the functions, identifying areas for quality and efficiency improvement, and driving the execution of such

* Participate in business development activities as needed.*

* Track trends across all support functions and report to applicable managers or clients as required.*

* Liaise with other ICON managers to improve the effectiveness of the organization .*

* Participate in client and regulatory audits to represent functional area.*

* Manage the profitability and growth of the organization.*

Benefits of Working in ICON:

Our success depends on the quality of our people. That's why we've made it a priority to build a culture that rewards high performance and nurtures talent.

We offer very competitive salary packages. And to keep them competitive, we regularly benchmark them against our competitors. Our annual bonuses reflect delivery of performance goals - both ours and yours.

We also provide a range of health-related benefits to employees and their families and offer competitive retirement plans - and related benefits such as life assurance - so you can save and plan with confidence for the years ahead.

But beyond the competitive salaries and comprehensive benefits, you'll benefit from an environment where you are encouraged to fulfil your sense of purpose and drive lasting change.

ICON 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.