Director, IT Service Delivery and Enterprise Applications

Relay Therapeutics•Cambridge, MA

About The Position

As the Director, IT Service Delivery and Enterprise Applications, you will own day-to-day service delivery for Relay Therapeutics’ IT support operations as well as lead our technology engagements with across G&A (including Finance, Accounting, People (HR), Legal, Corporate Communications, Investor Relations, Operations and Facilities). This is a hands-on leadership role reporting to the Head of IT that will serve as the face of service delivery, ensure a positive employee IT experience, stay close to the technical details of support operations, and partner with IT Operations, vendors and internal business partners to deliver solutions across the G&A teams.

Requirements

Associate or Bachelor's degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required.
10+ years of experience in IT leadership spanning IT service delivery and/or supporting G&A organizations, service desk management, or end-user support leadership.
Experience managing on-site and remote support teams in an end user-facing environment.
Experience leading efforts related to new-to-you systems and business processes.
Experience working in a regulated, compliance-driven, or security-conscious environment.
Strong understanding of ITIL, IT service management practices, incident management, service request workflows, escalation management, and SLA-driven operations.
Ability to manage multiple priorities, coordinate resources, and lead cross-functional initiatives.
Strong written and verbal communication skills, with the ability to engage effectively with technical teams, business stakeholders, and vendors.
Experience with end-user support environments that include Microsoft 365, Windows, macOS, lab systems, onboarding/offboarding, and asset management.
Excellent organizational and documentation skills with a continuous improvement mindset.
Strong background in change management, with demonstrated success in managing complex organizational changes.
Expertise in IT financial management, including budgeting, forecasting, and cost optimization techniques, SOX reporting.
Success in IT financial management, including budgeting, forecasting, and cost optimization techniques, SOX reporting.

Responsibilities

Serve as the primary point of contact for all IT service delivery matters, escalations, service delivery performance, user satisfaction, and stakeholder communications.
Lead the on-site support team contractors and coordinate closely with any remote service desk and external partners.
Ensuring successful day-to-day operation of Relay’s Microsoft 365 environment and connected technologies.
Work closely with IT Operations to ensure high-quality support across deskside support, Microsoft 365, endpoint and asset management, Audio/Visual technology, lab systems, and related IT services.
Own the execution and continual improvement of inventory and asset management processes, organization-wide IT communications/training, lab system/machine backups.
Prepare and deliver operational reporting, incident analysis, root cause analysis for major or recurring issues, project status updates, associated risks, and estimated completion timelines.
Partner with IT Operations on projects and initiatives, including Microsoft 365 and AI technologies, to ensure thorough operational readiness for enterprise applications.
Partner with the support service provider to track and review service trends, performance metrics, and opportunities for standardization, operational efficiency, automation, and cost savings.
Manage the design and execution of processes supporting SOX compliance (including evidence collection), resource onboarding/offboarding, and eDiscovery.
Work with Finance as the IT primary point of contact for SOX related inquiries, ensuring processes related to Help Desk requests and activities related to account management for onboarding, offboarding, and access requests are consistently documented and executed.
Work with remote support and internal business teams to ensure the successful continued operation and enhancement of the Boomi Enterprise Platform to support Finance, the People team, and Legal processes.
Work with Legal as the IT primary point of contact for all eDiscovery related efforts, including email and content data from the Microsoft environment and related email/file backups.
Partner with the G&A business functions in best leveraging Enterprise IT technologies including Microsoft (collaboration, Power Platform) and AI tools.