IT Service delivery manager

Key Responsibilities:

• Service Delivery Management:
  • Oversee the end-to-end delivery of IT services to ensure they meet established standards and Service Level Agreements (SLAs).
  • Effectively managed relationships with managed service provider partners to ensure seamless service delivery and high-quality performance.
  • Monitor and manage the performance of IT services and ensure continuous improvement.
  • Act as a point of escalation for any service delivery issues or incidents.
  • Partner with the LG IT team to ensure seamless alignment with organizational goals.
• Infrastructure Management:
  • Ensure the availability, reliability, and scalability of infrastructure to support business operations.
  • Collaborate with AVEO and LG IT teams to integrate new technologies and infrastructure improvements.
  • Monitor and manage infrastructure for cloud computing platforms.
• Cybersecurity Management:
  • Partner with LG IT to manage cybersecurity policies, procedures, and protocols to protect the organization's IT assets.
  • Monitor and respond to cybersecurity threats and incidents, conduct investigations and implement corrective actions as needed.
  • Ensure compliance with industry standards and regulatory requirements related to cybersecurity.
• Team Leadership:
  • Lead and mentor IT Support Specialists, fostering a culture of excellence and continuous learning.
  • Provide guidance and support to team members, promoting best practices in service delivery, infrastructure management, and cybersecurity.

Qualifications:

• Education:
  • Bachelor’s degree in information technology, Computer Science, or a related field.
  • Relevant certifications (e.g., ITIL, CISSP, CISM, or equivalent) are highly desirable.
• Experience:
  • Proven experience in IT service delivery management, with a strong understanding of ITIL or other service management frameworks.
  • Solid experience in managing IT infrastructure, including network, server, storage, virtualization, cloud and digital workplace technologies.
  • Strong knowledge of cybersecurity principles, practices, and technologies.
• Skills:
  • Excellent problem-solving and analytical skills.
  • Strong leadership and team management abilities.
  • Strong vendor management skills.
  • Effective communication and interpersonal skills.
  • Ability to work in a fast-paced environment and handle multiple priorities

Additional Information:

• Experience with the biotech and pharmaceutical industries is desirable.
• Required to work in the Boston office 3 days a week, Tue-Thu.
• On-call availability may be required for handling critical incidents outside regular business hours.

Posted On: Wednesday, August 28, 2024