Sr. Manager – Global IT Service Delivery

Cambridge, MA, US • Posted 2 hours ago • Updated 2 hours ago
Contract W2
6 Months
No Travel Required
On-site
$109/hr
Fitment

Dice Job Match Score™

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Job Details

Skills

  • Budget
  • Catalog Management
  • Continuous Improvement
  • Customer Experience
  • GxP
  • IT Service Management
  • ITIL
  • Management
  • Microsoft Office
  • Multi-factor Authentication
  • Pharmaceutics
  • Regulatory Compliance
  • Service Desk
  • ServiceNow
  • Technical Support

Summary

  • Lead global IT Service Desk and end-user support operations across a 1,000+ employee organization.
  • Manage internal support teams, MSPs/vendors, service performance, budgets, and escalations.
  • Own ITSM/ITIL processes including Incident, Request, Problem, Knowledge, and Service Catalog management.
  • Drive automation, self-service, continuous improvement, and customer experience initiatives.
  • Partner with Security, Infrastructure, Enterprise Applications, HR, and business stakeholders.
  • Hands-on knowledge of Freshservice/ServiceNow, Intune/Jamf, Microsoft 365, Teams/Zoom, AD/Entra ID/Okta, and MFA.
  • 10+ years in IT Service Desk/end-user support and 5+ years leading Service Desk/IT support organizations.
  • Experience in biotech/pharma or regulated environments and ITIL certification required.
  • Knowledge of GxP, validated systems, and compliance preferred.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 91099677
  • Position Id: 9099306
  • Posted 2 hours ago
Contact the job poster
VC

Vijay Chepyala

Recruiter @ Talent Groups
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