Senior Director IT Service Optimization & Digital Experience (Biotech)

TL;DR

Senior Director IT Service Optimization & Digital Experience (Biotech): Managing global end-user solutions, IT delivery standards, and digital experience for a large-scale research organization with an accent on infrastructure operations and ITIL process adoption. Focus on optimizing identity and access management, collaboration tools, and service desk efficiency to support high-impact scientific research.

Location: Hybrid in Cambridge, MA. The Broad will not provide sponsorship for this opportunity.

Salary: $193,000 – $282,333 per year

Company

hirify.global is a research organization convening researchers from MIT, Harvard, and affiliated hospitals to accelerate the understanding and treatment of disease.

What you will do

• Define and execute the infrastructure operations strategy, including end-user and desk-side services, policies, and standards.
• Manage a team of senior leaders responsible for Identity and Access Management (Okta), Collaboration (O365, Slack), and Endpoint Management.
• Oversee the global service desk and implement ITIL frameworks to improve service delivery and operational efficiency.
• Evaluate and manage vendors and managed service providers to ensure the delivery of high-quality technical solutions.
• Collaborate with the Senior IT Leadership Team to align operational strategy with security and infrastructure.
• Develop and track CSAT reporting metrics to continuously improve the overall end-user experience.

Requirements

• Bachelor’s degree in Information Systems, Computer Science, or equivalent work experience.
• 15+ years of total experience in Information Technology.
• 10+ years of experience managing globally diverse IT teams in a large enterprise.
• Must be authorized to work in the US; sponsorship is not provided.
• Strong knowledge of infrastructure components (LAN/WAN/Wi-Fi) and hardware/peripherals.
• Proven ability to communicate complex technical issues to multiple organizational levels internally and externally.

Nice to have

• 10+ years of experience in the Pharma, Biotech, Academia, or scientific research industry.
• Experience implementing an ITIL framework and process.

Culture & Benefits

• Comprehensive health package including medical, dental, vision, life, and disability insurance.
• Financial security through a 401(k) retirement plan, flexible spending, and health savings accounts.
• Generous time off with at least 13 paid holidays, winter closure, and paid time off.
• Family support including parental and family care leave.
• Employee assistance program to support overall well-being.