Manager - IT Site and Support Services

Working with Us
Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams. Take your career farther than you thought possible.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us.

Position Summary:

IT Support Services delivers end-to-end IT support to our global Bristol Myers Squibb workforce ‘when, where and how you need it.’ IT Site Services is a critical component of our IT Support Services global delivery model as the ‘face of IT’ when it comes to offering support through a variety of channels including a user-centric bespoke IT Concierge offering. Besides this, IT Site Services partners with BMS IT/Digital to deliver all site-related digital capabilities and support services. We are servicing over 100 diverse company sites across the globe.

The Manager – IT support, IT Site Services is responsible for IT Site Support activities. As part of this role, you will take part in daily IT operational support activities along with augmented support technicians, additionally providing guidance and leadership to ensure a smooth execution of service delivery. The role will report to the India Site Services Delivery Manager (SDM) and will also assist the SDM by coordinating site activities, managing support ticket queues, overseeing inventory, liaising with internal and external stakeholders and vendors, supporting project tasks, and ensuring adherence to BMS policies and guidelines for data room security and cleanliness. The successful candidate will have a relentless passion for customer service and technology and a strong focus to deliver exceptional IT Support to our workforce within our process framework.

Key Responsibilities:

• Oversee the delivery of IT Support Services, ensuring service levels and performance standards are consistently met across the site(s), and providing hands-on technical support to resolve complex issues or assist end users directly.
• Manage and coordinate the Site Support team and augmented staff, providing direction, mentoring, and performance feedback to ensure effective IT Service Delivery.
• Serve as the primary point of contact for escalations and critical incidents, driving timely resolution and clear communication with stakeholders.
• Work closely with local, regional, and global IT teams, along with external vendors, to ensure that site services support the organization's objectives and initiatives in accordance with SDM guidelines.
• Monitor, analyze, and report on service metrics and ticket queues, identifying trends and opportunities for continuous improvement.
• Ensure compliance with company policies, IT security standards, and regulatory requirements in all site operations and data room management.
• Foster a culture of customer focus, innovation, and service excellence within the team, promoting best practices in IT support and stakeholder engagement.
• Drive knowledge management initiatives, ensuring documentation is current and team members are trained in process changes and new technologies.
• Identify and implement process optimizations to enhance the end-to-end customer journey and overall service delivery.
• Engage directly in ticket-related site support tasks, including device setup, technical problem solving and repairs, as well as preparing workspaces.
• Responsible for accurate inventory of all supported IT assets in stock.
• Support the SDM with specific project related tasks.
• Ensuring data rooms are kept secure, clean, and orderly as per BMS policies and guidelines.

Qualifications & Experience:

• Engineering graduate with CS or IT degree
• Demonstrated strong technical expertise and an approachable, patient personality are required for IT support and customer support.
• Experience managing a team is an advantage.
• ServiceNow, Network, Data room and/or Audio-Visual experience are an advantage.
• Demonstrated capacity to effectively collaborate with colleagues, augmented personnel, and external vendors.
• Ability to work in a fast paced, dynamic environment balancing demand.
• Demonstrated ability working across a “matrixed” organizational model.

If you come across a role that intrigues you but doesn’t perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.

Uniquely Interesting Work, Life-changing Careers
With a single vision as inspiring as “Transforming patients’ lives through science™ ”, every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in a supportive culture, promoting global participation in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

On-site Protocol

BMS has an occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:

Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.

Supporting People with Disabilities

BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to adastaffingsupport@bms.com. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.

Candidate Rights

BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

If you live in or expect to work from Los Angeles County if hired for this position, please visit this page for important additional information: https://careers.bms.com/california-residents/

Data Protection

We will never request payments, financial information, or social security numbers during our application or recruitment process. Learn more about protecting yourself at https://careers.bms.com/fraud-protection.

Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.

If you believe that the job posting is missing information required by local law or incorrect in any way, please contact BMS at TAEnablement@bms.com. Please provide the Job Title and Requisition number so we can review. Communications related to your application should not be sent to this email and you will not receive a response. Inquiries related to the status of your application should be directed to Chat with Ripley.

R1600831 : Manager - IT Site and Support Services