Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.
Position Summary
We are seeking an experienced and results-oriented Senior Operations Manager to lead our IT Infrastructure and End User Services organization. This role is responsible for ensuring the reliability, security, and continuous improvement of IT operations, infrastructure services, application support, and end-user experience.
The ideal candidate is a strong operational leader who combines technical expertise with excellent stakeholder management skills. This individual will work closely with global IT teams, Centers of Excellence (COEs), business leaders, and external partners to deliver high-quality services, drive operational excellence, and lead infrastructure-related initiatives that support business growth.
Key Responsibilities
IT Operations & Infrastructure
- Lead day-to-day IT infrastructure operations, ensuring high availability, performance, and reliability of enterprise systems.
- Manage infrastructure services including servers, networks, storage, workplace technologies, and related platforms.
- Oversee IT service delivery, ensuring compliance with established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Drive operational excellence through process standardization, automation, and continuous improvement initiatives.
End User Services
- Lead the End User Support and Help Desk teams, ensuring an exceptional user experience.
- Establish and monitor service quality metrics, customer satisfaction, and operational performance.
- Develop strategies to improve first-call resolution, incident management, problem management, and service efficiency.
- Ensure effective support for workplace technologies, collaboration tools, mobile devices, and endpoint computing.
Application Support
- Oversee operational support for business applications, coordinating with application owners, vendors, and development teams.
- Ensure timely resolution of incidents while driving root cause analysis and preventive actions.
- Collaborate with business stakeholders to continuously improve application support processes.
Infrastructure Projects
- Lead and coordinate infrastructure-related projects, including technology refreshes, migrations, upgrades, office expansions, and modernization initiatives.
- Partner with global project teams and Centers of Excellence to successfully implement enterprise initiatives.
- Ensure projects are delivered on time, within budget, and aligned with business objectives.
Asset Lifecycle Management
- Own the lifecycle management of IT assets, including:
- Servers
- Desktop and laptop computers
- Mobile devices
- Network equipment
- Peripheral devices
- Other enterprise IT hardware
- Establish governance for procurement, deployment, inventory, maintenance, refresh, and disposal of IT assets.
- Ensure compliance with corporate standards, security requirements, and financial controls.
Stakeholder Management
- Build strong partnerships with global IT organizations, Centers of Excellence, vendors, and business leaders.
- Act as the primary point of contact for regional IT operations while aligning with global technology strategies.
- Influence cross-functional teams to achieve operational goals and service improvements.
Leadership
- Lead, coach, and develop high-performing technical teams.
- Foster a culture of accountability, collaboration, innovation, and customer focus.
- Manage vendor relationships and outsourced service providers to ensure expected service levels.
- Support organizational change management and technology adoption initiatives.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
- 10+ years of experience in IT Infrastructure, IT Operations, or End User Services.
- Proven experience leading technical teams in medium to large enterprise environments.
- Experience managing Help Desk, End User Support, Infrastructure Operations, and Application Support.
- Strong knowledge of ITIL principles and IT Service Management practices.
- Experience managing infrastructure projects and technology implementations.
- Experience with IT asset lifecycle management and governance.
- Strong understanding of enterprise infrastructure, endpoint management, cloud services, networking, and cybersecurity fundamentals.
- Experience working within global, matrixed organizations.
- Excellent communication and stakeholder management skills.
- Strong analytical, problem-solving, and decision-making abilities.
- Fluent English required; additional languages are a plus.
Preferred Qualifications
- ITIL Foundation or higher certification.
- PMP, PRINCE2, Agile, or Scrum certifications.
- Experience with ServiceNow or other ITSM platforms.
- Experience managing outsourced service providers.
- Experience supporting manufacturing, life sciences, healthcare, or regulated environments is an advantage.
Success in This Role
The successful candidate will:
- Deliver reliable, scalable, and secure IT operations.
- Continuously improve service quality and user satisfaction.
- Build strong partnerships with global teams and business stakeholders.
- Drive operational efficiency through standardization and automation.
- Lead infrastructure projects that enable business growth.
- Ensure effective governance of the IT asset lifecycle.
- Develop and inspire a high-performing operations team.
- Foster a culture focused on customer service, accountability, and continuous improvement.