Senior Manager, Central Support Services role at ICON. Lead cross-functional admin, IT & facilities teams to optimize operations. 8+ yrs ops mgmt exp & strong leadership required.
Lead Operational Excellence: Optimize the Engine of Global Clinical Research
At ICON, we are pioneers in clinical development, dedicated to turning scientific discovery into life-changing therapies. Behind every breakthrough is a robust operational foundation that enables our teams to focus on science and patients.
We are seeking a strategic and influential Senior Manager of Central Support Services to lead and optimize our core operational functions. In this pivotal office-based leadership role, you will be the architect of efficiency, overseeing a portfolio of essential services—including administrative support, IT coordination, facilities management, and business operations—that power our global organization. You will transform support functions into strategic assets, driving service excellence, cost-effectiveness, and seamless cross-functional collaboration. If you are an operational leader passionate about building high-performing teams and scalable processes, this is your opportunity to shape the backbone of a world-leading CRO.
Your Mission: Strategic Leader of Business Enablement
You will be accountable for the performance, strategy, and continuous improvement of all central support services. Your leadership will ensure these functions operate as a cohesive, efficient engine that enhances productivity and enables ICON’s clinical and scientific teams to excel.
Key Responsibilities
1. Strategic Service Leadership & Optimization
- Develop and execute the strategic roadmap for Central Support Services, aligning with organizational goals and best practices in business operations.
- Optimize service delivery models across administrative functions, IT support coordination, facilities management, and other core operational services to maximize efficiency and ROI.
- Monitor and analyze service performance metrics, providing data-driven insights and regular reports to senior leadership to inform strategic decisions.
2. Team Leadership & Development
- Lead, mentor, and develop a multidisciplinary team of support professionals, fostering a culture of collaboration, accountability, and continuous improvement.
- Establish clear performance standards, development plans, and succession strategies to build a high-performing, resilient team.
- Champion professional growth and operational excellence within the support function.
3. Cross-Functional Collaboration & Process Innovation
- Serve as the primary operational liaison, partnering with department heads across ICON (Clinical, HR, Finance, IT) to understand needs, resolve issues, and streamline cross-functional processes.
- Identify and implement process improvements, technology solutions, and automation opportunities to enhance service quality and scalability.
- Manage vendor relationships and contracts related to support services, ensuring value and performance.
4. Operational Governance & Budget Management
- Oversee the budgeting, forecasting, and financial management for central support services, ensuring cost-effectiveness and fiscal responsibility.
- Establish and enforce policies, SLAs, and governance frameworks to ensure consistent, high-quality service delivery.
- Ensure all support activities comply with relevant corporate policies and regulatory requirements.
Who You Are: The Ideal Operational Leader
You are a seasoned business operations leader with a proven track record of transforming support functions into strategic advantages. You combine strong business acumen with exceptional people leadership and a passion for process excellence.
Your Required Profile:
- Bachelor’s degree in Business Administration, Operations Management, or a related field. An MBA or equivalent advanced degree is highly preferred.
- 8-12+ years of progressive experience in managing central support services, shared services, business operations, or facilities management within a large, complex organization (preferably in life sciences, CRO, or professional services).
- Proven track record of optimizing service delivery, improving operational efficiency, and managing significant budgets.
- Strong leadership and team management skills with experience building, mentoring, and developing high-performing teams.
- Excellent strategic, analytical, and problem-solving abilities; adept at using data to drive decisions.
- Outstanding communication, stakeholder management, and influencing skills; able to collaborate effectively at all organizational levels.
- Demonstrated experience in project management, change management, and process improvement methodologies (e.g., Lean, Six Sigma).
Why Lead Central Support Services at ICON?
1. Enterprise-Wide Impact
- Your leadership directly enhances the productivity of thousands of employees globally, enabling ICON’s mission-critical work.
- Play a key role in the operational strategy and scalability of a world-leading organization.
2. Executive Career Trajectory
- This role is a pathway to Director or Vice President of Operations, Global Business Services, or Chief of Staff positions.
- High visibility to senior leadership with significant influence over business operations.
3. Comprehensive Leadership Package
- Highly competitive executive compensation, including significant bonus and long-term incentive potential.
- Premium benefits package, including enhanced health, wellness, and retirement plans.
- Generous vacation allowance and flexible working arrangements.
- Global Employee Assistance Programme and dedicated executive development support.
Join a Culture that Values Operational Excellence
At ICON, we believe that brilliant science requires brilliant operations. We are committed to creating an inclusive environment where operational leaders can innovate, inspire teams, and drive meaningful change.
Ready to architect the operational foundation that powers global clinical development?
If you are a strategic operations leader passionate about service excellence and team development, apply now to become our Senior Manager of Central Support Services.
