Head of IT Service Delivery
FUJIFILM Biotechnologies · Holly Springs, NC · 1 mo ago
HybridFull-time
We need to output HTML fragment with headings for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Must not repeat job title. Must not include Job ID etc. Must preserve all substantive info. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, application instructions. Also remove data protection statement? That's legal boilerplate; remove. Remove EEO and ADA info. Remove "To all agencies: ..." etc. Remove "Visit: https://..." maybe part of company overview? It's not boilerplate but maybe keep? It's a link; could keep as part of company overview but it's not required. The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The link is not necessarily boilerplate; but it's a URL; could keep as part of company overview. However we need to decide sections.
We have content:
- Intro paragraph: "Within Global Digital Workplace, the Head of Service Delivery Manager owns how IT services get delivered end to end: what gets measured, what “good” looks like, and how consistently it is met. You will own service performance, the operating model, and the outcome — and you will be close enough to day-to-day operations to know whether what is running is actually working. This is a role for someone who wants both depth and scope. You will be hands-on in service operations — incident, problem, and change management, SLA and OLA performance, and the service catalogue — while owning the service management direction that sits above it. We operate a platform-agnostic ITSM model across a mixed technology estate, working with internal delivery teams and third-party service providers."
That's about the role. Could be "About the role" section.
- Company Overview paragraph: "Company Overview The work we do at FUJIFILM Biotechnologies has never been more important—and we are looking for talented candidates to join us. We are growing our locations, our capabilities, and our teams, and looking for passionate, mission-driven people like you who want to make a real difference in people’s lives. Join FUJIFILM Biotechnologies and help make the next vaccine, cure, or gene therapy in partnership with some of the most innovative biopharma companies across the globe. We are proud to cultivate a culture that will fuel your passion, energy, and drive - what we call Genki. Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of “giving our world more smiles.” Visit: https://www.fujifilm.com/us/en/about/region/careers"
That could be part of "About the role" or separate "Company Overview". But we only have allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. No "Company Overview". So we could incorporate company overview into About the role.
- Job Description paragraph: "Leading through disruption is part of the role — major incidents, service outages, and high-severity escalations. When something breaks, you own the response, direct the teams and vendors resolving it, run the root cause analysis, and are accountable for it landing without repeat failures. You will work with application owners, infrastructure teams, vendors, and colleagues across our global sites, in an environment where service reliability is a patient safety and regulatory matter, not just an IT one."
That's responsibilities.
- Principal Accountabilities list (1-5) each with bullet points. Those are responsibilities/duties.
- Minimum Education Requirements paragraph.
- Minimum Experience Requirements paragraph (multiple bullet-like sentences). Could be under Requirements or Qualifications.
- Knowledge & Skills section with subheadings: Service Management Expertise, Governance, Risk & Compliance, Delivery & Leadership. Those are skills.
- Preferred Certifications paragraph.
- What Success Looks Like paragraph (maybe responsibilities? but could be under Responsibilities or maybe under Qualifications? It's more about outcomes; could be under Responsibilities.
- Benefits paragraph: "Our programs are designed to focus on maintaining and enhancing all pillars of health with a robust benefits package including medical, dental, vision and prescription drug coverage with the option of a Health Savings Account with company contributions. In addition, we offer an industry leading 401(k)savings plan, insurance coverage , employee assistance programs and various wellness incentives. We support life-work balance with paid vacation time, sick time, and company holidays. Explore a supportive environment that enriches both your personal and professional growth!"
That's benefits.
- "This is a global position that will support all our FUJIFILM Biotechnologies sites. Benefits and compensation will be governed by the location that you are based from and considered your home site." That's benefits/compensation note; but we should not create Pay section unless posting actually states them. It mentions compensation governed by location but no specific numbers. So we should not create Pay section because no specific pay info. Similarly Schedule not mentioned.
Thus sections we will include: About the role (intro + company overview), Responsibilities (job description + principal accountabilities + what success looks like maybe), Requirements (minimum education + minimum experience), Qualifications (maybe combine with Requirements? But we need separate headings only if content exists. Could put education under Requirements, experience under Requirements as well. Qualifications could be for certifications? But we have Preferred Certifications; could be under Qualifications. Skills section for Knowledge & Skills. Benefits section for benefits.
We must not repeat job title. Use
for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Must not repeat job title. Must not include Job ID etc. Must preserve all substantive info. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, application instructions. Also remove data protection statement? That's legal boilerplate; remove. Remove EEO and ADA info. Remove "To all agencies: ..." etc. Remove "Visit: https://..." maybe part of company overview? It's not boilerplate but maybe keep? It's a link; could keep as part of company overview but it's not required. The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The link is not necessarily boilerplate; but it's a URL; could keep as part of company overview. However we need to decide sections.
We have content:
- Intro paragraph: "Within Global Digital Workplace, the Head of Service Delivery Manager owns how IT services get delivered end to end: what gets measured, what “good” looks like, and how consistently it is met. You will own service performance, the operating model, and the outcome — and you will be close enough to day-to-day operations to know whether what is running is actually working. This is a role for someone who wants both depth and scope. You will be hands-on in service operations — incident, problem, and change management, SLA and OLA performance, and the service catalogue — while owning the service management direction that sits above it. We operate a platform-agnostic ITSM model across a mixed technology estate, working with internal delivery teams and third-party service providers."
That's about the role. Could be "About the role" section.
- Company Overview paragraph: "Company Overview The work we do at FUJIFILM Biotechnologies has never been more important—and we are looking for talented candidates to join us. We are growing our locations, our capabilities, and our teams, and looking for passionate, mission-driven people like you who want to make a real difference in people’s lives. Join FUJIFILM Biotechnologies and help make the next vaccine, cure, or gene therapy in partnership with some of the most innovative biopharma companies across the globe. We are proud to cultivate a culture that will fuel your passion, energy, and drive - what we call Genki. Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of “giving our world more smiles.” Visit: https://www.fujifilm.com/us/en/about/region/careers"
That could be part of "About the role" or separate "Company Overview". But we only have allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. No "Company Overview". So we could incorporate company overview into About the role.
- Job Description paragraph: "Leading through disruption is part of the role — major incidents, service outages, and high-severity escalations. When something breaks, you own the response, direct the teams and vendors resolving it, run the root cause analysis, and are accountable for it landing without repeat failures. You will work with application owners, infrastructure teams, vendors, and colleagues across our global sites, in an environment where service reliability is a patient safety and regulatory matter, not just an IT one."
That's responsibilities.
- Principal Accountabilities list (1-5) each with bullet points. Those are responsibilities/duties.
- Minimum Education Requirements paragraph.
- Minimum Experience Requirements paragraph (multiple bullet-like sentences). Could be under Requirements or Qualifications.
- Knowledge & Skills section with subheadings: Service Management Expertise, Governance, Risk & Compliance, Delivery & Leadership. Those are skills.
- Preferred Certifications paragraph.
- What Success Looks Like paragraph (maybe responsibilities? but could be under Responsibilities or maybe under Qualifications? It's more about outcomes; could be under Responsibilities.
- Benefits paragraph: "Our programs are designed to focus on maintaining and enhancing all pillars of health with a robust benefits package including medical, dental, vision and prescription drug coverage with the option of a Health Savings Account with company contributions. In addition, we offer an industry leading 401(k)savings plan, insurance coverage , employee assistance programs and various wellness incentives. We support life-work balance with paid vacation time, sick time, and company holidays. Explore a supportive environment that enriches both your personal and professional growth!"
That's benefits.
- "This is a global position that will support all our FUJIFILM Biotechnologies sites. Benefits and compensation will be governed by the location that you are based from and considered your home site." That's benefits/compensation note; but we should not create Pay section unless posting actually states them. It mentions compensation governed by location but no specific numbers. So we should not create Pay section because no specific pay info. Similarly Schedule not mentioned.
Thus sections we will include: About the role (intro + company overview), Responsibilities (job description + principal accountabilities + what success looks like maybe), Requirements (minimum education + minimum experience), Qualifications (maybe combine with Requirements? But we need separate headings only if content exists. Could put education under Requirements, experience under Requirements as well. Qualifications could be for certifications? But we have Preferred Certifications; could be under Qualifications. Skills section for Knowledge & Skills. Benefits section for benefits.
We must not repeat job title. Use for each section heading.
We must use - for any list of duties/requirements/benefits. So for responsibilities list (principal accountabilities) we need
- . For requirements (education, experience) maybe list. For benefits list.
We must preserve ALL substantive information; do not invent or summarize away detail. So we need to keep all details from the text, but we can format them.
We must remove boilerplate: EEO, ADA, data protection, agency instructions, etc. Also remove duplicated lines (none visible). Also remove "Visit: https://..." maybe keep as part of company overview; it's not boilerplate but it's a URL; could keep.
We must not create Pay/Schedule/Benefits sections unless posting actually states them. Benefits we have content, so include Benefits section. Pay not specific, so omit. Schedule not mentioned, omit.
Now craft HTML.
Structure:
About the role
Within Global Digital Workplace, the Head of Service Delivery Manager owns how IT services get delivered end to end: what gets measured, what “good” looks like, and how consistently it is met. You will own service performance, the operating model, and the outcome — and you will be close enough to day-to-day operations to know whether what is running is actually working. This is a role for someone who wants both depth and scope. You will be hands-on in service operations — incident, problem, and change management, SLA and OLA performance, and the service catalogue — while owning the service management direction that sits above it. We operate a platform-agnostic ITSM model across a mixed technology estate, working with internal delivery teams and third-party service providers.
Company Overview: The work we do at FUJIFILM Biotechnologies has never been more important—and we are looking for talented candidates to join us. We are growing our locations, our capabilities, and our teams, and looking for passionate, mission-driven people like you who want to make a real difference in people’s lives. Join FUJIFILM Biotechnologies and help make the next vaccine, cure, or gene therapy in partnership with some of the most innovative biopharma companies across the globe. We are proud to cultivate a culture that will fuel your passion, energy, and drive - what we call Genki. Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of “giving our world more smiles.” Visit: https://www.fujifilm.com/us/en/about/region/careers
That's About the role.
Responsibilities
Leading through disruption is part of the role — major incidents, service outages, and high-severity escalations. When something breaks, you own the response, direct the teams and vendors resolving it, run the root cause analysis, and are accountable for it landing without repeat failures. You will work with application owners, infrastructure teams, vendors, and colleagues across our global sites, in an environment where service reliability is a patient safety and regulatory matter, not just an IT one.
Then list principal accountabilities as - each.
We need to include each point exactly as given, preserving detail.
Let's extract each:
1. Service Operations & Performance Leadership
Own end-to-end incident, problem, and change management across the IT service portfolio, ensuring consistent process discipline and timely resolution.
Define and track SLAs, OLAs, and service KPIs; report performance against target and drive corrective action where service falls short.
Own the service catalogue and ensure it reflects what is actually delivered, to whom, and at what standard.
Chair or oversee service review forums with business and technical stakeholders.
Act as senior escalation point for service issues that cross team or vendor boundaries.
2. Major Incident & Problem Management
Lead major incident response: coordinate resolver groups, drive communications, and own the incident through to closure.
Run root cause analysis on significant incidents and own the resulting corrective and preventive action plan through to completion.
Track recurring issues and drive them into permanent fixes rather than repeated workarounds.
Own post-incident reviews and ensure lessons learned are captured and actioned.
Maintain and test escalation and crisis communication procedures.
3. Service Management Framework & Continuous Improvement
Own the ITSM framework (incident, problem, change, request, and knowledge management) and its consistent application across teams and providers.
Drive continuous service improvement: identify systemic weaknesses, prioritize fixes, and track them to closure.
Define and maintain service management policies, procedures, and documentation.
Own service reporting and dashboards, and ensure the data quality behind them.
4. Vendor & Partner Delivery Management
Manage day-to-day performance of third-party service providers and delivery partners against contracted SLAs.
Hold vendors accountable for quality, responsiveness, and follow-through; escalate and remediate where performance slips.
Participate in vendor governance: service reviews, commercial escalations, and contract renewal input.
Bring new delivery partners up to speed on our environment, standards, and expectations.
5. Team Leadership & Governance
Direct a team of service delivery and service desk resources day to day: allocate work, set expectations, review quality, and unblock delivery.
Report service performance, risks, and improvement plans to Digital Workplace leadership in terms stakeholders can act on.
Own budget input and resourcing recommendations for the service delivery function.
Build capability in the team through coaching and structured process improvement.
Also "What Success Looks Like" paragraph: "IT services run reliably, with incidents resolved within target and recurring issues in steady decline. Major incidents are handled calmly, communicated clearly, and closed with real corrective action — not just a workaround. SLAs and OLAs are consistently met, with performance visible and reported without having to chase it. Vendors and delivery partners are held to account and deliver to expectation. Service management processes and evidence that stand up confidently to audit and inspection."
We could include that as part of Responsibilities (maybe as a separate
after list). It's substantive.
Thus Responsibilities section will have
for leading through disruption, then
- for each accountability (maybe each accountability as a
- containing multiple sentences; we could break each accountability into its own
- with internal
or
but spec says use
- for any list of duties/requirements/benefits. So each accountability can be a
- containing the sentences (maybe separated by
- for any list of duties/requirements/benefits. So for responsibilities list (principal accountabilities) we need
- . For requirements (education, experience) maybe list. For benefits list.
We must preserve ALL substantive information; do not invent or summarize away detail. So we need to keep all details from the text, but we can format them.
We must remove boilerplate: EEO, ADA, data protection, agency instructions, etc. Also remove duplicated lines (none visible). Also remove "Visit: https://..." maybe keep as part of company overview; it's not boilerplate but it's a URL; could keep.
We must not create Pay/Schedule/Benefits sections unless posting actually states them. Benefits we have content, so include Benefits section. Pay not specific, so omit. Schedule not mentioned, omit.
Now craft HTML.
Structure:
About the role
Within Global Digital Workplace, the Head of Service Delivery Manager owns how IT services get delivered end to end: what gets measured, what “good” looks like, and how consistently it is met. You will own service performance, the operating model, and the outcome — and you will be close enough to day-to-day operations to know whether what is running is actually working. This is a role for someone who wants both depth and scope. You will be hands-on in service operations — incident, problem, and change management, SLA and OLA performance, and the service catalogue — while owning the service management direction that sits above it. We operate a platform-agnostic ITSM model across a mixed technology estate, working with internal delivery teams and third-party service providers.
Company Overview: The work we do at FUJIFILM Biotechnologies has never been more important—and we are looking for talented candidates to join us. We are growing our locations, our capabilities, and our teams, and looking for passionate, mission-driven people like you who want to make a real difference in people’s lives. Join FUJIFILM Biotechnologies and help make the next vaccine, cure, or gene therapy in partnership with some of the most innovative biopharma companies across the globe. We are proud to cultivate a culture that will fuel your passion, energy, and drive - what we call Genki. Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of “giving our world more smiles.” Visit: https://www.fujifilm.com/us/en/about/region/careers
That's About the role.Responsibilities
Leading through disruption is part of the role — major incidents, service outages, and high-severity escalations. When something breaks, you own the response, direct the teams and vendors resolving it, run the root cause analysis, and are accountable for it landing without repeat failures. You will work with application owners, infrastructure teams, vendors, and colleagues across our global sites, in an environment where service reliability is a patient safety and regulatory matter, not just an IT one.
Then list principal accountabilities as- each.
We need to include each point exactly as given, preserving detail.
Let's extract each:
1. Service Operations & Performance Leadership
Own end-to-end incident, problem, and change management across the IT service portfolio, ensuring consistent process discipline and timely resolution.
Define and track SLAs, OLAs, and service KPIs; report performance against target and drive corrective action where service falls short.
Own the service catalogue and ensure it reflects what is actually delivered, to whom, and at what standard.
Chair or oversee service review forums with business and technical stakeholders.
Act as senior escalation point for service issues that cross team or vendor boundaries.
2. Major Incident & Problem Management
Lead major incident response: coordinate resolver groups, drive communications, and own the incident through to closure.
Run root cause analysis on significant incidents and own the resulting corrective and preventive action plan through to completion.
Track recurring issues and drive them into permanent fixes rather than repeated workarounds.
Own post-incident reviews and ensure lessons learned are captured and actioned.
Maintain and test escalation and crisis communication procedures.
3. Service Management Framework & Continuous Improvement
Own the ITSM framework (incident, problem, change, request, and knowledge management) and its consistent application across teams and providers.
Drive continuous service improvement: identify systemic weaknesses, prioritize fixes, and track them to closure.
Define and maintain service management policies, procedures, and documentation.
Own service reporting and dashboards, and ensure the data quality behind them.
4. Vendor & Partner Delivery Management
Manage day-to-day performance of third-party service providers and delivery partners against contracted SLAs.
Hold vendors accountable for quality, responsiveness, and follow-through; escalate and remediate where performance slips.
Participate in vendor governance: service reviews, commercial escalations, and contract renewal input.
Bring new delivery partners up to speed on our environment, standards, and expectations.
5. Team Leadership & Governance
Direct a team of service delivery and service desk resources day to day: allocate work, set expectations, review quality, and unblock delivery.
Report service performance, risks, and improvement plans to Digital Workplace leadership in terms stakeholders can act on.
Own budget input and resourcing recommendations for the service delivery function.
Build capability in the team through coaching and structured process improvement.
Also "What Success Looks Like" paragraph: "IT services run reliably, with incidents resolved within target and recurring issues in steady decline. Major incidents are handled calmly, communicated clearly, and closed with real corrective action — not just a workaround. SLAs and OLAs are consistently met, with performance visible and reported without having to chase it. Vendors and delivery partners are held to account and deliver to expectation. Service management processes and evidence that stand up confidently to audit and inspection."
We could include that as part of Responsibilities (maybe as a separate
after list). It's substantive. Thus Responsibilities section will have
for leading through disruption, then
- for each accountability (maybe each accountability as a
- containing multiple sentences; we could break each accountability into its own
- with internal
or
but spec says use- for any list of duties/requirements/benefits. So each accountability can be a
- containing the sentences (maybe separated by
- each.
We need to include each point exactly as given, preserving detail.
Let's extract each:
1. Service Operations & Performance Leadership
Own end-to-end incident, problem, and change management across the IT service portfolio, ensuring consistent process discipline and timely resolution.
Define and track SLAs, OLAs, and service KPIs; report performance against target and drive corrective action where service falls short.
Own the service catalogue and ensure it reflects what is actually delivered, to whom, and at what standard.
Chair or oversee service review forums with business and technical stakeholders.
Act as senior escalation point for service issues that cross team or vendor boundaries.
2. Major Incident & Problem Management
Lead major incident response: coordinate resolver groups, drive communications, and own the incident through to closure.
Run root cause analysis on significant incidents and own the resulting corrective and preventive action plan through to completion.
Track recurring issues and drive them into permanent fixes rather than repeated workarounds.
Own post-incident reviews and ensure lessons learned are captured and actioned.
Maintain and test escalation and crisis communication procedures.
3. Service Management Framework & Continuous Improvement
Own the ITSM framework (incident, problem, change, request, and knowledge management) and its consistent application across teams and providers.
Drive continuous service improvement: identify systemic weaknesses, prioritize fixes, and track them to closure.
Define and maintain service management policies, procedures, and documentation.
Own service reporting and dashboards, and ensure the data quality behind them.
4. Vendor & Partner Delivery Management
Manage day-to-day performance of third-party service providers and delivery partners against contracted SLAs.
Hold vendors accountable for quality, responsiveness, and follow-through; escalate and remediate where performance slips.
Participate in vendor governance: service reviews, commercial escalations, and contract renewal input.
Bring new delivery partners up to speed on our environment, standards, and expectations.
5. Team Leadership & Governance
Direct a team of service delivery and service desk resources day to day: allocate work, set expectations, review quality, and unblock delivery.
Report service performance, risks, and improvement plans to Digital Workplace leadership in terms stakeholders can act on.
Own budget input and resourcing recommendations for the service delivery function.
Build capability in the team through coaching and structured process improvement.
Also "What Success Looks Like" paragraph: "IT services run reliably, with incidents resolved within target and recurring issues in steady decline. Major incidents are handled calmly, communicated clearly, and closed with real corrective action — not just a workaround. SLAs and OLAs are consistently met, with performance visible and reported without having to chase it. Vendors and delivery partners are held to account and deliver to expectation. Service management processes and evidence that stand up confidently to audit and inspection."
We could include that as part of Responsibilities (maybe as a separate
- . For requirements (education, experience) maybe list. For benefits list.
We must preserve ALL substantive information; do not invent or summarize away detail. So we need to keep all details from the text, but we can format them.
We must remove boilerplate: EEO, ADA, data protection, agency instructions, etc. Also remove duplicated lines (none visible). Also remove "Visit: https://..." maybe keep as part of company overview; it's not boilerplate but it's a URL; could keep.
We must not create Pay/Schedule/Benefits sections unless posting actually states them. Benefits we have content, so include Benefits section. Pay not specific, so omit. Schedule not mentioned, omit.
Now craft HTML.
Structure: