Information Systems Mgr - Deskside Support Services

Join Amgen’s Mission of Serving Patients

At Amgen, if you feel like you’re part of something bigger, it’s because you are. Our shared mission—to serve patients living with serious illnesses—drives all that we do.

Since 1980, we’ve helped pioneer the world of biotech in our fight against the world’s toughest diseases. With our focus on four therapeutic areas –Oncology, Inflammation, General Medicine, and Rare Disease– we reach millions of patients each year. As a member of the Amgen team, you’ll help make a lasting impact on the lives of patients as we research, manufacture, and deliver innovative medicines to help people live longer, fuller happier lives.

Our award-winning culture is collaborative, innovative, and science based. If you have a passion for challenges and the opportunities that lay within them, you’ll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.

What you will do

Let’s do this. Let’s change the world.

Roles & Responsibilities:

• Act as the Regional Service Delivery Lead for Deskside Support Services, representing DSS across regional IS and business teams.
• Lead and manage the MSP to ensure effective delivery, performance, and continuous improvement of deskside services.
• Partner with global DSS service owners and regional IS leads to align regional service models with global strategy.
• Monitor and govern SLAs, KPIs, and operational metrics, ensuring service excellence and proactive remediation of issues.
• Supervise hardware asset management and device lifecycle processes, including procurement, deployment, and retirement.
• Leverage platforms like ServiceNow to maintain accurate inventory, asset tracking, and compliance reporting.
• Drive year-over-year cost optimization, innovation, and continuous service improvement through benchmarking and collaboration.
• Create and maintain documentation including Visio diagrams, process flows, technical guidelines, and operational runbooks.
• Participate in and support global governance and regional leadership forums to influence strategic decisions and share standard processes.
• Act as the primary regional critical issue point and advisor for deskside support enhancements, issue resolution, and service evolution.
• Collaborate with global teams to evaluate and pilot emerging technologies that enhance end user services.

What we expect of you

We are all different, yet we all use our unique contributions to serve patients.

Basic Qualifications:

Doctorate degree / Master's degree / Bachelor's degree and 8 to 13 years

Must-Have Skills:

• Vendor Management Expertise: Demonstrable ability to manage Managed Services Providers (MSPs) in a global, distributed service delivery model, ensuring service excellence and accountability.
• Service Delivery & ITIL Framework: Solid experience with IT service management frameworks (e.g., ITIL), including managing SLAs, KPIs, and operational metrics for deskside or end user support services.
• Hardware Asset Lifecycle Management: In-depth knowledge of hardware lifecycle processes—from procurement through retirement—and asset tracking using platforms like ServiceNow.
• ServiceNow Proficiency: Practical experience with ServiceNow, particularly in asset/configuration management and reporting capabilities to enable service governance and compliance.

Professional Certifications:

• ITIL v3/4 Foundation Certification (preferred)
• SAFe Product Owner/Product Manager (preferred)
• ServiceNow Fundamentals (nice to have)
• Project or Portfolio Management Certifications (e.g., PMP, PPM) (nice to have)

What you can expect of us

As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we’ll support your journey every step of the way.

In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.

Apply now and make a lasting impact with the Amgen team.

careers.amgen.com

As an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other and live the Amgen values to continue advancing science to serve patients. Together, we compete in the fight against serious disease.

Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other basis protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.