Service Delivery, Sr Manager
Job Description
The Broad IT Services (BITS) group believes exceptional people produce exceptional products and services. We are committed to building the best team we can in service of the Institute's mission of "Accelerating the Understanding and Treatment of Disease." Our team of highly accomplished technical experts work with 1000s of Broad researchers to create, scale, and run a wide range of technology solutions. We believe that a diverse and inclusive community is essential to achieving our mission. We are always looking for committed, mission-driven individuals to bring new viewpoints, experiences, and creativity to the team. We are seeking driven candidates who are motivated to learn new technologies and are willing to take on challenges with enthusiasm! Job description As our Service Delivery Senior Manager, you will be responsible for managing and coordinating the delivery of our IT services tiered support (L1 & L2) to the Broad. Your role will be pivotal in ensuring our operations are efficient, effective, and meet the highest IT Support standards of quality. Key Responsibilities: Oversee the delivery of services to Broad employees and affiliates, ensuring they are delivered on time, within scope. Provide strategic input with Director and BITS Leadership to develop service desk best practices. Develop and manage service delivery processes, procedures, and policies to ensure consistency and high-quality service. Coordinate with other IT Teams and Broads teams, programs, etc. to ensure seamless delivery of services and resolve any issues that may arise. Monitor service delivery metrics and KPIs, and implement improvements as necessary. Manage end users relationships, ensuring high levels of customer satisfaction and acting as the point of contact for any service delivery issues. Lead and manage the service delivery teams, providing guidance, support, and performance feedback. Participate in strategic planning and decision-making at the executive level to align service delivery with business objectives. Manage a team of 15+ individuals (including hiring, onboarding and training and performance reviews)
Qualifications
ITIL experience or any other Best Practices methodology required You have a minimum of 7 years of experience in service delivery management, preferably in an IT Support Management or Managed Service Provider environment You possess knowledge of IT service management (ServiceNow) and experience with ITIL or similar frameworks You have excellent leadership and team management skills You have exceptional problem-solving skills and the ability to work under pressure You have excellent communication and customer service skills You are proficient in project management and process improvement Working Conditions 3 - 4 days on-site presence required Working hours are 8:30am - 5:30pm #LI-HYBRID All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Check out this video for a look into our community! The Broad Institute is pioneering a new model of collaborative biomedical science to transform biology and medicine. To do that, we have created a unique community of amazing, creative people Broadies each with a passion for pushing scientific frontiers. Broadies have a diverse collection of talents, expertise, and backgrounds, creating a rich collaborative environment for solving intractable scientific problems. We are always looking for new team members within Research, Computational Biology, Software Engineering, and Administration to help us tackle important problems at the cutting edge of science. Why Broad? It comes down to our culture. Our community transcends academic and organizational barriers, encouraging different points of view and making all Broadies part of something meaningful. If ours is a community you would want to be a part of, then please apply!
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