Manager, IT Service Management Operations

At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference.

Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact.

We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together.

Job Description

Job Description:

Manage daily ITSM operations delivered by MSPs across core ITIL processes.

Ensure alignment with Gilead’s ITSM process roadmaps and enterprise standards.

Collaborate with the ServiceNow team to maintain process and tool consistency.

Work with process owners to coordinate inter-process changes and resolve issues.

Monitor service performance and translate insights into actionable improvements.

Drive ITIL compliance and operational excellence across service domains.

Balance multiple priorities in a fast-paced, dynamic environment.

Responsibilities include, but are not limited to:

Operational Oversight & Execution Monitoring

Monitor daily execution of ITSM processes delivered by MSPs.

Track performance trends and escalate deviations from service levels.

Support ITOM activities such as event monitoring, CMDB data quality, and service health tracking.

Ensure consistent execution across hybrid environments (on-prem, SaaS, cloud).

Facilitate communication between MSPs and internal stakeholders to resolve escalations.

Service Performance & Reporting

Review SLA/KPI metrics from MSPs and identify improvement opportunities.

Compile and publish dashboards and reports on service delivery and trends.

Partner with internal teams to assess enhancement impacts and ensure ITSM alignment.

Enhancement Review & Process Alignment

Validate low-impact enhancements proposed by MSPs for alignment with process roadmaps.

Ensure updates deliver measurable value and operational efficiency.

Coordinate with process owners to prevent conflicts with strategic direction or compliance.

Knowledge & Request Management

Monitor accuracy and usage of operational knowledge articles maintained by MSPs.

Ensure service request fulfillment meets defined standards and drives user satisfaction.

Review service catalog updates for operational feasibility and business alignment.

Required Knowledge and Skills

Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).

5+ years of experience in IT Service Management operations; pharmaceutical or biotech experience preferred but not required.

In-depth knowledge of IT operations and delivery service across hybrid platforms.

Prior experience working in or managing MSP-driven service delivery models

Hands-on expertise with ServiceNow modules (Incident, Problem, Change, Request, Knowledge, CMDB).

Strong communication, coordination, and stakeholder engagement skills.

Ability to manage multiple priorities and drive resolution in high-pressure situations.

Preferred Qualifications

ITIL v4 Foundation Certification (required)

Experience in regulated industries and enterprise governance frameworks

Understanding of Agile and Lean Six Sigma methodologies

Familiarity with SaaS/cloud platforms and system lifecycle processes

Strong working knowledge of ServiceNow platform capabilities and automation features.

Equal Employment Opportunity (EEO)

It is the policy of Gilead Sciences, Inc. and its subsidiaries and affiliates (collectively "Gilead" or the "Company") to recruit select and employ the most qualified persons available for positions throughout the Company. Except if otherwise provided by applicable law, all employment actions relating to issues such as compensation, benefits, transfers, layoffs, returns from layoffs, company-sponsored training, education assistance, social and recreational programs are administered on a non-discriminatory basis (i.e. without regard to protected characteristics or prohibited grounds, which may include an individual’s gender, race, color, national origin, ancestry, religion, creed, physical or mental disability, marital status, sexual orientation, medical condition, veteran status, and age, unless such protection is prohibited by federal, state, municipal, provincial, local or other applicable laws). Gilead also prohibits discrimination based on any other characteristics protected by applicable laws.

For Current Gilead Employees and Contractors:

Please apply via the Internal Career Opportunities portal in Workday.

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