Head of Technology Transformation – Interim

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Directly report to the Chief Data Officer.

• Facilitate a structured assessment of IT operating model alternatives — full insource, enhanced hybrid, and full MSP.

• Create comprehensive ROI and cost analysis for approval.

• Oversee the implementation of the selected operating model.

• Conduct hands-on commercial and technical due diligence on current and potential partners.

• Establish program governance immediately upon joining.

• Achieve stakeholder alignment among IT leadership, Finance, HR, Legal, and business unit leaders.

• Produce board-quality business cases, decision papers, and transition plans.

• Take responsibility for the quality of IT service delivery during the transition phase.

• Evaluate the current service management maturity against ITIL best practices and identify areas for improvement.

• Propel measurable advancements in key service metrics — SLA attainment, incident resolution times, backlog reduction, and user satisfaction.

• Define the ITSM tooling strategy and initiate implementation as necessary.

• Ensure continuity of service throughout any transition of the operating model.

• Deliver a thoroughly documented target operating model.

• Outline the internal IT capability blueprint and a sequenced hiring plan.

• Initiate recruitment for essential internal IT roles; identify high-potential individuals for development.

• Foster team culture, establish operating norms, and create accountability frameworks.

⛳️ Requirements

• Degree in a relevant field (e.g., Computer Science, Information Systems, Engineering, Business, or equivalent professional experience).

• ITIL v4 certification (Practitioner or higher) is strongly preferred; Foundation acceptable with demonstrable extensive practical service management experience.

• Prince2 Practitioner, MSP, or equivalent program management qualification is desirable.

• Extensive, hands-on IT service management experience — not advisory — including direct responsibility for incident, problem, change, and request management in a complex, multi-site environment.

• Proven track record of enhancing measurable service management outcomes (SLA attainment, MTTR, backlog reduction) in a real delivery role.

• Demonstrated experience in leading IT operating model transformations and executing the transition — ideally within a global, multi-site CRO, pharmaceutical, or life sciences environment.

• Experience in conducting MSP evaluations, vendor due diligence, and contract negotiations in a regulated environment; capable of scrutinizing commercial models and SLA structures confidently.

• Prior experience in designing and implementing target operating models and organizational structures for IT functions of similar scale (~500–3,000 users across multiple locations).

• Experience in developing internal IT capability, including hiring, onboarding, and nurturing teams within a transformation context.

• Strong history as an interim or program director: recognized for delivering tangible decisions, producing high-quality artifacts, and establishing a sustainable foundation within a fixed timeframe.

• Familiarity with GxP IT environments (21 CFR Part 11, GAMP 5, or equivalent) and the compliance implications for IT service delivery and change management is highly desirable.

• Profound practical service management expertise: able to identify and rectify process gaps, re-engineer escalation paths, and enhance SLA performance without awaiting the finalization of the operating model.

• Strong commercial acumen: capable of interpreting and challenging MSP contracts, SLAs, and commercial models, translating risk into business-language recommendations.

• Exceptional stakeholder management and influencing skills — capable of engaging credibly from service desk managers to Board level.

• Rigorous program delivery: able to establish governance, manage a complex RAID log, and hold workstreams accountable with minimal support infrastructure.

• Analytical rigor: capable of synthesizing cost, risk, capability, and cultural data into clear, decision-ready outputs.

• High degree of self-direction and resilience; operates with urgency and requires minimal guidance in ambiguous, fast-paced environments.

• Proficiency with the Microsoft 365 ecosystem (Azure, Intune, Defender, Copilot) and modern ITSM platforms (ServiceNow, Jira Service Management, or equivalent).

• Fluent English (both written and verbal) is essential. The ability to generate clear, board-ready documentation — business cases, operating model blueprints, service improvement plans, transition roadmaps — is a core requirement of this role.

🏝️ Benefits

• Employee visibility (your voice matters!).

• Opportunities for creative contribution.

• Realistic career development prospects.

• Positive employee experience.

• Support for well-being and mental health.

• A healthy work-life balance.