Information Systems Manager - Service Desk

• Lead and manage the operations of Amgens Global Service Desk (Level 0 Level 2), including performance oversight of external Managed Service Providers (MSPs) and collaboration with regional delivery leads.
• Serve as the primary interface between Amgen IS and service desk vendors to ensure contractual adherence, SLA performance, quality standards, and operational efficiency.
• Own and drive delivery of key initiatives such as "shift-left", self-service enablement, automation of support via ServiceNow, and AI virtual agents.
• Oversee enhancements to ServiceNow platform capabilities related to service desk modules including incident, problem, request, knowledge, and analytics.
• Act as ServiceNow service owner for relevant support workflows and ensure alignment to broader ITSM strategy.
• Ensure accurate documentation, communication, and training materials are created to support change readiness and service enhancements.
• Analyze service desk metrics and performance indicators, report regularly on KPIs, identify improvement opportunities, and lead resolution of gaps.
• Partner with Application Support, Platform, Asset/Configuration, and VMO teams to maintain seamless end-to-end support and compliance with IS policies and financial accountability.
• Promote and facilitate strong stakeholder relationships across IS service owners, regional support teams, and business stakeholders to ensure service excellence.
• Maintain governance processes for support organizational change, including performance reviews, budget tracking, capacity management, and roadmap alignment.
• Continuously enhance documentation, process controls, and knowledge base assets to support consistency and maintainability of the service desk operation.

Basic Qualifications:

Doctorate degree / Master's degree / Bachelor's degree and 8 to 13 years

Preferred Qualifications:

• Vendor Management Expertise: Demonstrable ability to manage Managed Service Providers (MSPs) in a global, distributed service delivery model, ensuring SLA alignment, performance tracking, and service improvement.
• Service Delivery & ITIL Framework: Solid experience with IT service management processes (ITIL), including incident, problem, request, and knowledge management, as well as governance of SLAs and KPIs.
• Self-Service & Automation Enablement: Demonstrated ability to lead initiatives such as shift-left, self-service portals, virtual agents, and workflow automation within enterprise IT environments.
• ServiceNow Proficiency: Hands-on experience with the ServiceNow platform, particularly in managing support modules, enhancing workflows, analyzing metrics, and supporting ITIL-based capabilities.

• ITIL v3/4 Foundation Certification (preferred)
• SAFe Product Owner/Product Manager (preferred)
• ServiceNow Fundamentals (nice to have)
• Project or Portfolio Management Certifications (e.g., PMP, PPM) (nice to have)