Interim Head of Technology Transformation - 6 month fixed term contract

The Interim Head of Technology Transformation is a 6-month fixed-term leadership appointment reporting directly to the Chief Data Officer. This is a delivery-focused role with accountability for driving tangible outcomes across Ergomed's Future Ready programme — a strategic initiative to evaluate, decide, and begin executing the optimal IT operating model for the enterprise. The postholder will move the programme from analysis into action: landing the insource/hybrid/MSP decision, standing up robust IT service management practices, designing the target operating model, and initiating the internal capability build.

PROGRAMME DELIVERY & OPERATING MODEL DECISION

• Operating Model Decision: Drive the structured evaluation of Ergomed's three IT operating model options — full insource, enhanced hybrid, and full MSP — to a firm, costed, risk-adjusted recommendation within the first 90 days.
• ROI Development and financial approval : Develop a detailed ROI and cost analysis and secure approval to proceed
• Implementation Accountability: Own implementation of the chosen operating model —accountable for initiating and driving execution: standing up governance, mobilising workstreams, managing the transition, and holding the programme to milestones.
• Vendor Assessment: Conduct hands-on commercial and technical due diligence on incumbent and prospective MSP partners), producing comparative scorecards and a clear recommendation.
• MSP Mobilisation: Where the chosen model involves a new or renegotiated MSP engagement, lead or directly support contract execution, onboarding, and performance baseline-setting.
• Programme Governance: Stand up programme governance immediately upon joining: define scope, milestones, steering structure, RAID log, and reporting cadence without waiting for direction.
• Stakeholder Alignment: Secure stakeholder alignment across IT leadership, Finance, HR, Legal, and business unit leads — translating complex trade-offs into clear, decision-ready outputs.
• Durable Outputs: Produce board-quality business cases, decision papers, and transition plans that executed against

IT SERVICE MANAGEMENT — DELIVERY & IMPROVEMENT

• Service Ownership: Take active ownership of IT service delivery quality during the transition period
• ITSM Maturity Assessment: Assess current service management maturity against ITIL best practice across incident, problem, change, and request management; identify and close critical gaps at pace.
• Service Performance: Drive measurable improvement in key service metrics — SLA attainment, incident resolution times, backlog reduction, and user satisfaction — within the contract period.
• Escalation & Governance: Establish or strengthen escalation paths, major incident management processes, and vendor SLA governance appropriate to Ergomed's GxP and non-GxP environment.
• ITSM Tooling: Define the ITSM tooling strategy and, where required, initiate implementation — including integration with monitoring, AIOps, and reporting capabilities.
• Continuity & Knowledge Transfer: Ensure service continuity is maintained throughout any operating model transition, with formal knowledge transfer processes agreed with incumbent providers.

TARGET OPERATING MODEL & ORGANISATION DESIGN

• TOM Delivery: Deliver a fully documented target operating model: organisational structure, role definitions, RACI frameworks, service tower breakdown, and span of control — ready for immediate implementation.
• Capability Blueprint: Define the internal IT capability blueprint: functions to insource, skills required, graded headcount model, and a sequenced hiring plan prioritised by risk and dependency.
• Global Site Model: Develop a site-tier model reflecting Ergomed's global footprint, defining support levels, on-site vs. remote delivery, and escalation routes for each tier.
• Transition Roadmap: Produce a transition roadmap with phased milestones, resource requirements, and go/no-go criteria, enabling the permanent leadership team to execute with confidence.
• INTERNAL IT CAPABILITY BUILD
• Talent Acquisition: Initiate recruitment for critical internal IT roles identified in the capability blueprint, working with HR to define briefs, assess candidates, and make early hires within the interim period.
• Talent Development: Identify high-potential individuals within the existing IT organisation and establish structured development pathways — including Microsoft ESI training leverage — to accelerate internal capability.
• Team Foundation: Build team culture, operating norms, and accountability frameworks that will outlast the interim engagement and enable the permanent team to sustain momentum.

 

Qualifications

• Degree in a relevant field (e.g., Computer Science, Information Systems, Engineering, Business, or equivalent professional experience)
• ITIL v4 certification (Practitioner or above) strongly preferred — Foundation acceptable with demonstrably extensive practical service management experience
• Prince2 Practitioner, MSP, or equivalent programme management qualification desirable

Experience

• Extensive, hands-on IT service management experience — not advisory — including direct accountability for incident, problem, change, and request management in a complex, multi-site environment
• Demonstrable track record of improving measurable service management outcomes (SLA attainment, MTTR, backlog reduction) within a real delivery role
• Proven experience leading IT operating model transformations and delivering the transition —ideally within a global, multi-site CRO, pharmaceutical, or life sciences environment
• Experience conducting MSP evaluation, vendor due diligence, and contract negotiation in a regulated environment; able to interrogate commercial models and SLA structures with confidence
• Prior experience designing and implementing target operating models and organisational structures for IT functions of comparable scale (~500–3,000 users across multiple geographies)
• Experience building or rebuilding internal IT capability including hiring, onboarding, and developing teams within a transformation context
• Strong track record as an interim or programme director: recognised for landing tangible decisions, producing high-quality artefacts, and leaving a sustainable foundation within a fixed timeframe
• Familiarity with GxP IT environments (21 CFR Part 11, GAMP 5, or equivalent) and the compliance implications for IT service delivery and change management is highly desirable
• Deep practical service management expertise: able to diagnose and fix process gaps, re-engineer escalation paths, and drive SLA performance without waiting for the operating model to be settled
• Strong commercial acumen: able to read and challenge MSP contracts, SLAs, and commercial models and translate risk into business-language recommendations
• Exceptional stakeholder management and influencing skills — able to engage credibly from service desk managers to Board level
• Rigorous programme delivery: able to stand up governance, manage a complex RAID log, and hold workstreams accountable with minimal support infrastructure
• Analytical rigour: able to synthesise cost, risk, capability, and culture data into clear, decision-ready outputs
• High degree of self-direction and resilience; operates with urgency and does not require hand-holding in ambiguous, fast-moving environments
• Proficiency with Microsoft 365 ecosystem (Azure, Intune, Defender, Copilot) and modern ITSM platforms (ServiceNow, Jira Service Management, or equivalent

Communication skills

• Fluent English (written and verbal) is essential. The ability to produce clear, board-ready documentation — business cases, operating model blueprints, service improvement plans, transition roadmaps — is a core requirement of this role.

Our core values are key to how we operate, and if you feel they resonate with you then Ergomed is a great company to join!

Quality 

Integrity & Trust

Drive & Passion

Agility & Responsiveness

Belonging 

Collaborative Partnerships

We look forward to welcoming your application.