ITIL Process Manager

PolyPeptide is one of the world’s largest contract manufacturers of therapeutic peptides for pharmaceuticals and cosmetics. As a Contract Development & Manufacturing Organization (CDMO), PolyPeptide focuses on peptide- and oligonucleotide-based active pharmaceutical ingredients. Supporting customers primarily in pharma and biotech, PolyPeptide plays a pivotal role in improving the health of millions of patients worldwide.

With a strong commitment to continuous development and innovation, PolyPeptide fosters a collaborative culture where co-workers feel part of a shared vision. Guided by core values of Innovation, Trust, and Excellence, the company is dedicated to enhancing both business and employee potential. Rapid growth, high ambitions, and a focus on development opportunities define PolyPeptide’s global presence, with over 1,200 employees across locations in France, Belgium, India, Sweden, Switzerland, and the USA.

PolyPeptide Global IS/IT is dedicated to delivering value, providing support, and delivering innovative and reliable solutions to the company and its customers. The department’s vision, “We create value and innovative solutions,” is based on PolyPeptide’s core values and aims to support the company’s vision of becoming the number one commercial manufacturer of peptides.

The Cybersecurity and Service Excellence team plays a critical role by ensuring IT security, regulatory compliance, and robust IT service management.

As an ITIL Process Manager, you will play a key role in aligning PolyPeptide’s IT practices with organizational objectives. This dynamic role encompasses three key areas of responsibility: ITIL Practices Ownership, System Ownership, and Major Incident Management. Reporting to the ITIL Process Manager and collaborating with the CISO, you will ensure the delivery of efficient IT services, maintain system reliability, and swiftly manage critical incidents.

This is a high-priority area for PolyPeptide, with plans to establish it as a more defined function, making your role a strategic cornerstone for future growth. In the near term, responsibilities for Major Incident Management will transition to the 24×7 Operation Center in India, adding an important stakeholder management dimension to your work.

ITIL Practices Owner

• Develop, maintain, and optimize ITIL practices to align with organizational goals.
• Monitor and improve process efficiency using key performance indicators (KPIs).
• Develop and suggest solution articles to improve process understanding.

System Owner (ManageEngine ServiceDesk+)

• Oversee the system’s lifecycle, ensuring uptime, configuration, and integration with other systems.
• Safeguard system and data integrity, security, and recovery.

Major Incident Manager

• Manage critical incidents during business hours and develop robust incident management routines.
• Collaborate with the Global IS/IT Business Continuity Team on planning and exercises.

• ITIL Expertise: A solid understanding of key ITIL practices and the ability to implement and manage them effectively, including to support the rollout of ITIL processes on a global scale.
• Technical Proficiency: Familiarity with systems like ManageEngine ServiceDesk+, ServiceNow or similar systems, and knowledge of Microsoft (Azure) technologies. Relevant certifications are a plus.
• Process Management: Experience in running, developing, and optimizing IT service management processes

Join PolyPeptide and contribute to groundbreaking advancements in pharmaceuticals, making a meaningful difference in people’s health worldwide.

Capax Recruitment is assisting PolyPeptide in this recruitment. For further information, please contact Line Kejser at [email protected].