Director – IT Service Delivery

Flagship Pioneering is a bioplatform innovation company that invents and builds platform companies that change the world. We bring together the greatest scientific minds with entrepreneurial company builders and assemble the capital to allow them to take courageous leaps. Those big leaps in human health and sustainability exponentially accelerate scientific progress in areas ranging from cancer detection and treatment to nature-positive agriculture.   

 What sets Flagship apart is our ability to advance biotechnology by uniting life science innovation, company creation, and capital investment under one roof in a way that is largely without precedent. Our scientific founders, entrepreneurial leaders, and professional capital managers are each aligned around an institutionalized process that enables us to innovate and transform for the benefit of people and planet. 

Many of the companies Flagship has founded have addressed humanity’s most urgent challenges: vaccinating billions of people against COVID-19, curing intractable diseases, improving human health, preempting illness, and feeding the world by improving the resiliency and sustainability of agriculture.  

Flagship has been recognized twice on FORTUNE’s “Change the World” list, an annual ranking of companies that have made a positive social and environmental impact through activities that are part of their core business strategies, and has been twice named to Fast Company’s annual list of the World’s Most Innovative Companies.. 

We are seeking a dynamic leader for IT Service Delivery who will transform how we provide services and support across Flagship Pioneering, Pioneering Medicines, and our Portfolio Companies. Services span a global footprint, covering approximately 15 locations, and 1,600 employees. We are seeking a strategic leader to drive operational excellence, implement an enterprise-wide IT operating model, and introduce enterprise-grade ITSM platform and tools. You will be responsible for building a high-performing team, holding external partners accountable, and ensuring the efficient and reliable delivery of high-quality, high-performing IT services.

Key Responsibilities:

Strategic Leadership

Lead the design and execution of a unified, enterprise-wide IT service delivery model, ensuring consistency and high-quality service across Flagship Pioneering head office, Pioneering Medicines and the Portfolio Companies.

SOP Development & Implementation

Establish, document, and implement Standard Operating Procedures (SOPs) for IT services, ensuring robust processes that enhance efficiency, accountability, and service quality.

ITSM System Implementation

Spearhead the selection and deployment of an enterprise-grade ITSM platform to manage service requests, incidents, and operational workflows across the organization.

Team Building & Talent Acquisition

Recruit, develop, and retain top talent in IT Service Delivery, fostering a culture of collaboration, innovation, and continuous improvement.

Vendor & Outsourcing Management

Manage relationships with outsourcing partners, ensuring adherence to service level agreements (SLAs), performance metrics, and operational excellence. Ensure we have the right balance of internal expertise and decision-making, while leveraging external partners wherever effective.

Performance Metrics & Reporting

Define and implement key performance indicators (KPIs) and metrics to measure the effectiveness, efficiency, and customer satisfaction of IT services. Use data to drive continuous improvement, and collaborate with the CIO office to align on IT priorities and metrics.

Operational Efficiency

Ensure the highest levels of operational efficiency, optimizing service delivery while managing costs, resources, and risks. Implement and maintain effective asset and inventory management practices.

User Experience & Support

Oversee the user experience across all end-user touchpoints, ensuring timely and effective support, including help desk services, IT infrastructure, and application support.

Stakeholder Collaboration

Work closely with the I&O Architecture and Operations teams to ensure alignment, awareness and coordination at all levels. Partner with our Business Relationship Managers to understand and meet the evolving IT needs of the organization while ensuring that the IT services team aligns with broader business goals.

Work Environment

This is an on-site role, with some flexibility for occasional remote work when personal or family needs arise. Regular presence in the office is essential to ensure effective leadership, strong service delivery, and relationship building with our user community. 

Qualifications:

Education & Experience

Bachelor’s degree in Information Technology related field, or equivalent work experience

5-10 years of IT experience, including experience in leadership roles focused on IT services or support in complex environments.

Proven experience implementing ITSM platforms at an enterprise scale.

Skills & Competencies

Strong leadership and team-building capabilities.

Experience with vendor/outsourcing management and holding partners accountable to SLAs.

Expertise in developing and implementing SOPs and driving operational consistency across large, multi-location enterprises.

Excellent communication and stakeholder management skills.

Flagship Pioneering and our ecosystem companies are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

Recruitment & Staffing Agencies: Flagship Pioneering and its affiliated Flagship Lab companies (collectively, “FSP”) do not accept unsolicited resumes from any source other than candidates. The submission of unsolicited resumes by recruitment or staffing agencies to FSP or its employees is strictly prohibited unless contacted directly by Flagship Pioneering’s internal Talent Acquisition team. Any resume submitted by an agency in the absence of a signed agreement will automatically become the property of FSP, and FSP will not owe any referral or other fees with respect thereto.

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