16 days old

Director, Service Engagement

WIRB-Copernicus Group (WCG)
Hamilton, NJ 08609

General Information

Location: Hamilton, NJ

Organization: WIRB-Copernicus Group Inc

Job Type: Full Time - Regular

Description and Requirements

The Director, Service Engagement at WIRB-Copernicus Group (WCG) The Director, Service Engagement (DSE) is responsible for the Service Engagement function within IT Services at WCG.  The Service Engagement team supports all IT Services customer engagements, whether project or service-related.  The DSE will lead a team of Service Engagement Managers (SEM), fostering positive relationships with IT Services customers as their primary point of contact.  The DSE ensures constant communication is provided throughout projects, incidents and problems, keeping all interested and affected parties informed.  Within the scope of this position, contributes to the companys overall mission to protect the rights and welfare of human subjects involved in clinical research. overall mission to protect the rights and welfare of human subjects involved in clinical research.  


  • Our next hire can work out of our Hamilton NJ or Plymouth Meeting PA locations.  This is not a remote position.     

Education Requirements:

  • Bachelors degree in computer science, a business-related field, or equivalent combination of education and experience.

Certification/license/Registration Requirements:

  • ITIL certification preferred, built not required


  • Minimum 8-10 years of progressive experience in Information Technology with demonstrated relationship management skills.  This should include 4-6 years of service delivery experience.

  • Demonstrated leadership skills with 6+ years in a leadership position.

  • Advanced working knowledge of IT Infrastructure Library (ITIL) best practices and processes and IT Service Management lifecycle

  • Have a deep understanding of project management, and process improvement methodologies

  • Must have excellent verbal, written, and presentation skills in addition to strong organizational skills.  

  • Able to handle multiple initiatives and keep proper focus on each one

  • Demonstrated ability to effectively establish and maintain working relationships with peers and constituents at manager/director levels of the organization

Essential Duties/Responsibilities:    

  • Provide strategic leadership, vision and oversight for the WCG IT Service Management Program, leveraging the (ITIL) best practice framework.

  • Partner with ITS and Product Engineering colleagues and vendors as appropriate to ensure ITS services meet end user needs.

  • Provide escalation and expedite services for requests from customers in situations where the service desk is unable to facilitate resolution in a timely manner.  Address short-term, immediate customer satisfaction problems

  • Partner with business owners, service owners, and ITS teams to identify new services or assess changes to existing services

  • Collect and present key performance indicators and service level agreements to stakeholders within the assigned business unit(s)

  • Analyze customer satisfaction data and identify actionable areas to improve the delivery of IT services and support continuous improvement

  • Communicate service interruptions and announce new / changing services

  • Support project team during planning stages to ensure Service is fit for purpose

  • Act as coordinator between project and business teams.  Assist in implementation and testing as needed

  • Understand/navigate IT processes to deliver solutions to our business partners

  • Support the IT Change Management process to ensure effective implementation of changes and minimize business impact

  • Provide reports to management regarding on-going projects and user feedback

  • Some business travel may be required

About WCG: 

WCG is the worlds leading provider of solutions that measurably improve the quality and efficiency of clinical research. The industrys first clinical services organization (CSO), WCG enables biopharmaceutical companies, CROs, and institutions to accelerate the delivery of new treatments and therapies to patients, while maintaining the highest standards of human subject protection.  WCGs highly motivated team delivers transformational solutions that stimulate growth, protect ethical compliance, and maximize efficiency for those who perform clinical trials.


Posted: 2020-01-04 Expires: 2020-02-03

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Director, Service Engagement

WIRB-Copernicus Group (WCG)
Hamilton, NJ 08609

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast