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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Associate Director IT Service Management - **Company:** PAREXEL - **Location:** Harrow, UK (Remote available) - **Salary:** £73,343.0 - **Contract:** Permanent contract - **Skills:** Agile Methodology, Artificial Intelligence, Data Analysis, Monitoring of Systems, IT Management, Information Technology Operations, Release Management, Mttr, Information Technology, GXP, Servicenow - **Published:** July 17, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5804894605 ## About the Role * Bachelor's degree in Information Technology, Computer Science, or related field (Master's preferred) * ITIL Certification (v3/v4) desirable * Additional certifications (e.g., PMP, ServiceNow, Agile) are a plus, * Advanced level IT experience with increasing responsibility in IT operations or IT service management * Strong demonstrable experience in IT leadership roles managing global or regional teams * Strong hands-on and strategic experience with Incident, Problem, Change, and Release Management * Proven experience in enterprise environments using ServiceNow ITSM Preferred Experience * Experience in life sciences, clinical research, or regulated industries * Familiarity with GxP, SOX compliance, and audit processes * Experience leading major incident response and executive communications * Demonstrated success driving ITSM maturity transformation initiatives Technical & Professional Skills * Deep understanding of ITIL frameworks (v3/v4) and best practices * Strong analytical and problem-solving capabilities * Experience with automation, orchestration, and monitoring tools * Excellent communication skills with ability to engage both technical and executive audiences * Strong organizational and program management skills ## Description This role will work within our innovative IT & Corporate PMO group that continues to evolve to meet business needs, fuel Parexel's growth and enable improved support for stakeholders, including customers and ultimately patients, who will benefit from Parexel's integrated processes and systems. This role will based in the UK and can be fully home based. This position will involve working in an innovative and collaborative environment leading an international team, partnering with senior peers, and supported by an engaged senior leader. Parexel is seeking a highly experienced and strategic Associate Director of IT Service Management (ITSM) to lead global operations across Incident, Problem, Change, and Release Management. You will be responsible for ensuring the stability, reliability, and continuous improvement of IT services that support Parexel's global clinical and business operations. The ideal candidate will be a strong people leader with progressive experience in IT operations and ITSM disciplines, with a proven track record of driving process maturity, operational excellence, and service reliability in a regulated, enterprise-scale environment., Leadership & Strategy * Provide strategic leadership and governance across ITSM processes: Incident, Problem, Change, and Release Management * Define and execute a roadmap to improve service stability, reduce incidents, and increase operational efficiency * Lead, mentor, and develop a global team of ITSM professionals, fostering a culture of accountability, collaboration, and continuous improvement * Align ITSM practices with ITIL frameworks and Parexel's business objectives, regulatory requirements, and quality standards Operational Excellence * Oversee major incident management, ensuring rapid restoration of services and effective executive communication during critical events * Drive root cause analysis (RCA) and problem management practices to eliminate recurring issues * Govern the Change Advisory Board (CAB) and ensure changes are implemented with minimal risk and disruption * Manage release schedules and ensure seamless coordination across application, infrastructure, and business teams ServiceNow Platform Leadership * Act as a business owner/stakeholder for ServiceNow ITSM modules (Incident, Problem, Change, Release) * Partner with platform engineering teams to enhance workflows, automation, and reporting capabilities * Ensure accurate data, reporting, and KPI dashboards to support decision-making and executive visibility Process Governance & Compliance * Establish and enforce policies, standards, and procedures across ITSM processes * Ensure compliance with GxP, SOX, and other regulatory requirements as applicable * Maintain audit readiness and support internal/external audits related to IT operations Metrics & Continuous Improvement * Define and monitor KPIs such as MTTR, change success rate, incident backlog, and problem resolution effectiveness * Drive continuous service improvement initiatives using data-driven insights and industry best practices * Identify opportunities for automation, AI/virtual agent capabilities, and integration across platforms Stakeholder Engagement * Serve as a key liaison between IT, business stakeholders, and executive leadership * Provide clear, concise reporting and communication on service performance and major initiatives * Collaborate with global teams including Infrastructure, Applications, Security, and Vendor Management ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Blueprints for Success: Steering a Global Data & AI Architecture](https://www.wearedevelopers.com/videos/1577-blueprints-for-success-steering-a-global-data-ai-architecture) - [What Developers Get Wrong About Application Quality](https://www.wearedevelopers.com/videos/233-what-developers-get-wrong-about-application-quality) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Robots are coming into the wild! 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