ITIL Support Manager - Application Service Ownership

Manager - ITIL Support

non-regulated application ownership end to end for IQVIA Laboratories.
This role partners closely with Product Owners, Business and Product Support team to ensure applications meet regulatory requirements, are audit‑ready, and are supported effectively throughout their lifecycle. Key responsibilities include maintaining Application Portfolio accuracy, producing annual or periodic scorecards/metrics, overseeing user access reviews, managing the SOP documents, ensuring deployment/release readiness, and acting as the primary contact during audits, RAP reviews, and compliance activities.

The Service Owner also ensures production supportability, incident and problem management, disaster recovery preparedness, change and release governance, vendor oversight, backups, and application documentation are in place and continuously maintained. They participate in high‑impact incident bridges, support audits (SOX and sponsor), and ensure DR and backup testing are completed and documented. Additionally as required as site‑specific ownership, the role additionally coordinates with local IT and business teams, supports BCP/DR activities, and assists with hands‑on troubleshooting to ensure reliable day‑to‑day operations.

Essential Functions:
- Works with Product Support, Product Owners and Business owners to ensure application portfolio is maintained as per Service Owner responsibilities.
- Participate for implementing technology enablement, process improvement for their application portfolio.
- Excellent communicator, able to challenge, negotiate with and influence stakeholders of all levels to achieve desired outcomes.
- Work on the Disaster Recovery for all the assigned Applications (regulated and unregulated) as Service owner
- Perform monthly scorecard and metrics to analyze the tickets generated and put plan to reduce the top issues generating from their respective applications.
- Work with customers and project management teams to identify key project milestones and implementation timelines
- Perform User Account Reviews for all regulated apps yearly basis for the assigned applications.
- Work closely with QA/Compliance team for Audit of applications or any QI (Quality Incidents)
- Participates in QA, UAT & production launch support related to various customer engagements for assigned projects.
- Knowledge of Service Ownership and support processes and preferably working in similar environment.
- Meeting regularly with Stakeholders for each regulated application. 
- Communicate IT issues to business units at various levels of seniority 
- Good understanding of project methodologies and ITIL principles (certification desirable)

Qualifications

Bachelor’s/Master degree in computer science, Information Technology, or related field. 
12+ years of experience in IT service management, with a focus on Service Ownership, Product Support.
Proven experience in implementing and optimizing various systems and solutions, including incident management, Cloud Technology, 
Excellent communication skills and the ability to engage and influence stakeholders at all levels.
Strong problem-solving and service-oriented mindset.

Required Skills & Competencies:
- Strong understanding of regulated environments and compliance requirements
- Experience with application support, change management, and incident management
- SQL, Cloud Technologies (Azure/AWS), Project Management, Service Ownership, Product Support
- Possesses solid written and verbal skills
- Working knowledge of software development processes and methodologies Req
- Powerful work ethic with a focus on customer satisfaction
- Strong customer facing and presentation skills (Req)
- Technical troubleshooting and documentation skills

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.

Experience Level

Senior Level