Amgen Service Owner Unified Communications in Tampa, Florida

The Service Owner Unified Communications will report to the Principal IS Architect and will work out of Amgen's Capability Center in Tampa, FL. At Amgen, our mission is simple: to serve patients. Our new Tampa Capability Center provides essential services that enable us to better pursue this mission. This state-of-the-art center serves as a base for finance, information systems, and human resources professionals to make a meaningful impact at one of the world's leading biotechnology companies.


The Service Owner is responsible for developing and delivering one or more end-to-end services within the integrated services group. The role is accountable for designing, building, pricing, and enhancing the service, as well as service delivery and cost recovery. The role also works with business unit leadership to understand the business outcomes of the service, and with architects, technology brokers, and external service providers to understand the underlying technologies. The Service Owner tracks service key performance indicators (KPIs) to drive ongoing improvements in service delivery performance.

Key Responsibilities

  • Participates in developing the service strategy for one or more services in the integrated services group

  • Creates an annual strategy to develop and enhance the services that the service manager is responsible for, and updates the technology plan

  • Understands IS service cost drivers and connects cost of service to consumption drivers

  • Sets price for services based on an understanding of the benchmark service level and price for service in the industry

  • Serves as the single point of engagement for demand planning and demand management conversations with business partners around their needs for a specific service

  • Reviews business requests for service enhancements and undertakes cost evaluation, standards reviews, and prioritization

  • Guides continuous improvement efforts for the service

  • Meets with service architects to discuss impact of new technologies and the architecture roadmap

  • Contributes service descriptions and service-level agreements (SLAs) for specific services to the organization's service catalog

  • Interacts with technology brokers/vendor managers to identify and evaluate new technology products for their servicesBasic Qualifications:Doctorate degreeORMaster's degree and 3 years of Unified Communications experienceORBachelor's degree and 5 years of Unified Communications experienceORAssociate's degree and 10 years of Unified Communications experienceORHigh school diploma / GED and 12 years of Unified Communications experience Preferred Qualifications

  • Ability to communicate and build relationships outside IS

  • Expert in challenging, convincing, and managing the various stakeholders involved

  • Expert in IS service pricing, business case development, and account management

  • Competent in ITIL strategy formulation and service architecture

  • Ability to perform market and competitor analysis and business domain analysis

  • Strong Legacy Telecom background managing Telecom Carriers

  • Working knowledge of effective vendor management and IS continuity management

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, or disability status.