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Director, Global R&D Production Application Support more...
Location:Princeton, NJ
First posted:March 19, 2021

Location: Princeton

Position Summary

Otsuka Information Technology Director of Global R&D Production application support and business operations management acts as a focal point for all production support services and operations management across all stakeholders globally.

  • Proactively managing all escalations, continuously improving service levels, achieves operational excellence and highest level of customer satisfaction, leads and drives execution of operational small enhancements and release management for global/regional portfolio of applications, builds and manages partnerships across the support ecosystems to deliver transformative business outcomes through improved quality of service, cost take out, portfolio optimization, business continuity planning, and implements one of the most innovative and the world-class IT support services organization.

Additional Responsibilities:

  • Leads, directs, and manages teams of application Support Analysts and Production Support Engineers supporting the Global R&D systems in maintaining and advancing the overall quality of the enhancement planning, delivery and support for internal/external customers/partners.

  • Manages relationship with strategic vendors and software providers and acts as a focal point for business users for all production application support services.

  • Maintains strategic partnerships and drives joint support initiatives with various business enabling functions and teams: Global R&D business information managers, business and solution architecture, strategic planning, delivery, and finance management, Data Services, End User Computing, help desk, infrastructure, Site Support, Production, T&V, Operations with main focus being consistent end to end user experience, improved stakeholder satisfaction, service delivery, and quality.

  • Communicate and establish relationship with affiliates and partner entity leadership with personalized and appropriate and relevant information points with system operational and IT support context.

  • Leads a proactive approach to production support by expanding the monitoring and alerting processes and tools to deliver on business results while continuing to drive the execution of IT operational/small enhancements/continuous improvements projects in collaboration with suppliers, business partners, and IT management. L1.5 Support effectiveness would be a major performance indicator.

  • Champion and identify and lead opportunities towards automation such as RPA, Chatbot and other techniques and thereby gain efficiency, cost avoidance, exception handling etc.

  • Actively leads presentations to senior management on business requests, systems performance, communication plans, and new concepts.

  • Maintains business continuity plans and institutionalize best support practices and policies such as ITIL. Ensure that all business operations needs are monitored and fulfilled in time for business/department needs through alignment of service levels to focused business outcomes, milestones and deliverables.

  • Leads and drives software and application license management and investment towards Repair and maintenance and also conform to the financial, legal and security controls.

  • Prepares, owns and operates support budget aggressively managing 10M+ budget and portfolio of 100+ applications ensuring highest level of customers satisfaction through consistent and reliable service and support during every interaction including but not limited to developing alternative service options, supporting transitions from project to production support, measuring business results through metrics, managing escalations and coordinating actions for resolution efforts, providing timely communications and making recommendations for positive directional change based on current and future needs.

  • Proactively analyzes/rationalizes the application support portfolio and plans for systems decommissioning and retirements. Ensures all support work including systems retirement performed by the teams is fully compliant with all defined guidelines and SOPs.

  • Fully responsible for vendor performance management, service level management, and leverages internal/external partner network to lead/support operational innovations and transformations as it relates to novel and distinctive operating model and procedures in alignment with OIT future vision and business/IT strategies.

  • The role operates in a GxP environment and expected to conform and comply with the collection of quality guidelines and regulations as established by the quality and compliance team. Leads and drives the compliance posture for the systems, processes and people in the organizational context. As a part of the role, effective and timely CAPA management is key requirement. Audit readiness and answering audit queries are key part.


  • Strong knowledge in Pharmaceutical Industry with a focus on R&D - Clinical, regulatory, Safety, Drug supply, and research/Development applications such as LIMS, EDC, IVRS, CTMS, Quality management application e.g. Trackwise, Document management such as Documentum, Learning management, Clinical Data warehousing/repositories such as LSH, various standard Modeling & Simulations software.

  • Prior experience managing large scale business and IT operations with similar size and scale across various pharmaceutical domain R&D, Commercial, Enterprise and/or manufacturing.

  • Proven experience in managing all aspects of vendor relationship, coordination across various support towers including help desk, desk side support, infrastructure mgmt., contract negotiations, vendor performance management, transition management, knowledge management, metrics, SLA definition and ongoing measurements.

  • Working knowledge of support related tools such as service now, asset management and ITIL framework.

  • Strong knowledge of Portfolio, program, and project management including application portfolio rationalization and decommissioning strategies and execution challenges.

  • Knowledge of GxP, CSV and GAMP aspects would be a plus.


  • Demonstrated ability to lead effectively in a fast-paced, deadline-driven environment

  • Track record of leading and delivering cost effective results

  • Excellent verbal and written communication, interpersonal, conflict resolution, and customer service skills

  • Proven program leadership skills with the ability to multi-task, delegate and prioritize

  • Must be able to lead and influence on and off-shore development, integration, and quality assurance teams.

  • Financial acumen to manage and adhere to plans, budgets and variances within the IT function.

  • Proven ability to evaluate and manage risk

  • Possess strong negotiating and conflict resolution skills

  • Ability to set priorities and focus on appropriate roadblocks that hinder the organization's goals

  • Possess strong problem-solving skills including problem definition, alternatives identification and analysis, and decision making

  • Strong understanding of project management practices and software development in a regulated/validated environment

  • Ability to identify team competencies and assign the right people to the right tasks to achieve complex project goals

  • Outcomes/Results focused, self-motivated, innovative and growth mind-set a plus   Education and

Related Experience

  • Bachelor's degree in Computer Science or Engineering required, MBA or Master's degree preferred

  • 12-15 years' experience in leading technology support and business operations management including detailed understanding of solution design, architecture, application development, roll out, support transitions in pharmaceutical R&D, and quality/training management business/technology domain.

  • Management experience with technical delivery teams including but not limited to proven experience in transforming support operations management, vendor selection, software selections, app portfolio rationalizations, driving people, process and technology related productivity and efficiencies to reduce cost of operations.

  • Process management and Process improvement methodologies, such as Six Sigma, LEAN, PMBOK/Project Management etc. is a plus

  • Familiarity with agile project methodology and development Proven track record and ability to bring an outside-in perspective, industry awareness, technology and business process awareness in an internal/external customer facing roles Working experience with regulated/validated systems and processes.


This job description is intended to describe the general nature and level of the work being performed by the people assigned to this position. It is not intended to include every job duty and responsibility specific to the position. Otsuka reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Otsuka is an equal opportunity employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to their protected veteran or disabled status, or any protected status.

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