Associate Director, IT Service Delivery

Scholar Rock • Cambridge, MA

1d

About The Position

Scholar Rock is a biopharmaceutical company that discovers, develops, and delivers life-changing therapies for people with serious diseases that have high unmet need. As a global leader in the biology of the transforming growth factor beta (TGFβ) superfamily of cell proteins and named for the visual resemblance of a scholar rock to protein structures, the clinical-stage company is focused on advancing innovative treatments where protein growth factors are fundamental. Over the past decade, the company has created a pipeline with the potential to advance the standard of care for neuromuscular disease, cardiometabolic disorders, cancer, and other conditions where growth factor-targeted drugs can play a transformational role.
Scholar Rock is the only company to show clinical proof of concept for a muscle-targeted treatment in spinal muscular atrophy (SMA). This commitment to unlocking fundamentally different therapeutic approaches is powered by broad application of a proprietary platform, which has developed novel monoclonal antibodies to modulate protein growth factors with extraordinary selectivity. By harnessing cutting-edge science in disease spaces that are historically under-addressed through traditional therapies, Scholar Rock works every day to create new possibilities for patients. Learn more about the company’s approach at ScholarRock.com and follow @ScholarRock and on LinkedIn.

Summary of Position:

Scholar Rock is transitioning from a clinical-stage organization to a commercial-stage biotech, and IT Service Delivery sits at the center of that transformation. We are looking for a dynamic, hands-on leader to stabilize and elevate our IT service desk while laying the foundation for a modern, scalable, and customer-centric service model. This role offers significant visibility, ownership, and influence. You will shape how IT is experienced across the company—supporting a diverse workforce of onsite, hybrid, and remote users—while partnering closely with internal teams and external managed service providers.

As Associate Director/ Director of IT Service Delivery, you will:
• Own the end-to-end employee IT support experience
• Lead internal support staff and manage external managed service providers
• Establish operational rigor, service reliability, and stakeholder trust
• Drive continuous improvement and long-term transformation of IT service delivery

You will stabilize what exists today, then evolve it into a best-in-class service organization aligned with a regulated, fast-growing biotech environment.

Requirements

• 6+ years of experience in IT service delivery, IT operations, or IT service management
• Proven experience leading teams and managing outsourced service providers
• Strong knowledge of end-user computing and workplace technologies
• Hands-on experience with Microsoft 365, Intune, Okta, JAMF, Windows 11, and ITSM tools
• Working knowledge of cloud and networking concepts
• ITIL Foundation certification (or equivalent experience)
• Strong communication, stakeholder management, and leadership skills

Nice To Haves

• Experience in life sciences or regulated environments is a plus, but adaptability and ownership matter more

Responsibilities

• Lead IT Service Delivery across end-user support, workplace technology, and endpoint management
• Manage and mentor internal support engineers while overseeing third-party managed service providers, ensuring SLAs, documentation, and quality standards are met
• Act as the senior escalation point for complex or high-impact service issues
• Establish and improve ITSM processes (incident, request, knowledge, onboarding/offboarding)
• Drive automation, self-service, and knowledge management to improve efficiency and user experience
• Define and manage hardware standards, refresh cycles, mobile device management, and endpoint security
• Partner with HR and business leaders to deliver a seamless onboarding and employee experience
• Track and report service metrics, identify trends, and use data to drive improvement
• Ensure compliance with corporate policies, security standards, and governance requirements
• Champion a culture of accountability, collaboration, and customer service excellence

Benefits

• Play a key role in a company approaching its first commercial launch
• Influence how IT operates at a critical growth inflection point
• Work in a collaborative, mission-driven culture
• Lead meaningful change with executive visibility and support

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed