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Title:  Mgr, D&T, Site Support and Svc Delivery

Requisition ID:  65239
Date:  Jun 1, 2024

Exton, Pennsylvania, US

Department:  Digtl & Transfrmtion


Fully Onsite role at Exton, PA.


Who We Are:

At West, we’re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life-saving and life-enhancing injectable medicines to millions of patients daily, West’s indelible mark on the healthcare industry has just begun. A name started our story. How will yours help write our future?  


There’s no better place to join an inclusive community of professionals with opportunities for lifelong learning, growth and development. Supported by benefit programs, we empower the physical, mental, emotional and financial health of our team members and their families.  


We believe in giving back to help those in need in the communities where we live and work. And are equally committed to creating a healthier environment and planet through our sustainability efforts.  



Job Summary:

In this role, you will oversee the delivery of end-user services while ensuring the overall security and security compliance of our IT system, network, cloud, and end-user technology. The successful candidate will be responsible for ensuring that all services are delivered efficiently, effectively, and within the agreed service levels.


Essential Duties and Responsibilities:

  • Lead a team of site support staff from planning and project organization to execution and delivery of solutions to meet the needs defined by West business and site leaders.
  • Delegate tasks and set deadlines for team goals to ensure delivery of business and site infrastructure needs
  • Provide support, guidance, leadership and collaboration within D&T as well as business partners to support overall company goals.
  • Provide guidance and feedback in determining capital costs and investments as well as forecasting budgetary requirements for future strategies
  • Strong management skills within a global structure that is inclusive, innovative, and collaborative.
  • Collaborate with other D&T Managers to execute strategic changes in Cybersecurity, Infrastructure and Site Services support which are based on future technology roadmaps
  • Develops service management strategies, identifying staff, tools and specialized support requirements as necessary to ensure that site operational and support processes are working as expected
  • Ensure continual service improvement of site services at multiple business sites
  • Ensure that site services, user devices and end user experience meet business performance, compliance and security standards
  • Responsible for the overall operability, resiliency, performance and functionality of NASA site services and end user experience
  • Ensure team end user experience delivery, service level agreement adherence and service ticket queue maintenance.
  • Ensure team delivery and participation in On-Call rotation for support of site services and security incidents outside of normal business hours
  • Conduct root cause analysis/post mortem meetings and facilitate the problem management process for lessons learned and preventative reoccurrence
  • Support and maintain service management software tools version and patches
  • Support and maintain D & T configuration management methodologies and integrate federated data to a holistic configuration management system
  • Develop service dependency maps through physical and logical configuration item relationships
  • Support and deliver D&T operational processes manually and through task automation tools
  • Perform other duties as assigned


Education and Experience:

  • Bachelor’s degree Computer Science, Information Systems, Cybersecurity or other related field or equivalent experience
  • Minimum 7 years experience in related work experience
  • Strong knowledge of IT security principles, standards, and best practices.
  • Strong leadership and people management skills, with the ability to motivate and develop teams.
  • Certifications such as CISSP, CISM, or ITIL are desirable.


Preferred Knowledge, Skills and Abilities:

  • Ability to provide leadership and prioritize multiple requests for a team in a collaborative way
  • Excellent interpersonal skills to lead a local team that participates in global standards
  • Excellent problem-solving and analytical skills
  • Ability to communicate effectively with all levels of the organization, both verbally and in writing
  • Ability to lead and influence cross-functional teams and stakeholders
  • Self-motivated and able to work independently, as well as in a team environment
  • Deep experience in Service Delivery concepts and methodology
  • Desire and ability to stay abreast of current and emerging technologies, security standards and end user enhancements and to apply them appropriately to business challenges
  • Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
  • Work effectively independently and collaboratively
  • Experience and desire to work in a global services delivery environment
  • Strong project management skills with the ability to manage multiple projects simultaneously.
  • Experience in vendor management and contract negotiation.
  • Familiarity with Cloud technologies such as AWS, Azure, or GCP security, networking and infrastructure capabilities
  • Experience in Agile or DevOps methodologies.
  • Strong knowledge of ITIL processes and procedures.
  • Familiarity with Identity and Access Management (IAM) and Single Sign-On (SSO) technologies.
  • Experience in one or more scripting languages: PowerShell, python, etc
  • Experience in supporting software deployment via Microsoft Intune and/or SCCM
  • Application experience and collaboration on JIRA
  • Application experience and collaboration in Microsoft 365 tools such as: Office Suite, Teams, SharePoint, etc
  • Possess knowledge and support for End User Devices including but not limited to: iOS, Windows Desktop/Server, MacOS apps, laptop, desk peripherals.
  • Able to be aware of all relevant standard operating procedures, safety and quality policies as per Company policy as they are related to the position covered by this job description
  • Willingness to travel globally


Physical and Travel Requirements:

25% travel, including potential global travel

Occassional on-call work required

Prefer 8am – 5pm US Eastern time.  Willingness to work outside of these hours as needed.



West embraces diversity and equality of opportunity. We foster an environment where all individuals are safe, treated fairly, valued and respected. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, disability status or other applicable legally protected characteristics. Where permitted by law, employment with West Pharmaceutical Services, Inc. or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of post-offer background screening and/or drug screening.  

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