Director, IT Service Delivery and Operations

Flagship Pioneering, Inc.•Cambridge, MA

11h

About The Position

Flagship Pioneering is a biotechnology company that invents and builds platform companies that change the world, uniting life science innovation, company creation, and capital investment. The Director, IT Service Delivery & Operations is a senior leadership role operating at the intersection of strategy and execution. This position serves as the critical bridge between IT leadership priorities and operational delivery, translating strategic direction into actionable plans and ensuring execution remains aligned with organizational goals. The role establishes governance frameworks, defines performance expectations, and provides the structure, visibility, and accountability required for delivery teams to succeed. It also leads initiative implementation through structured hypercare, ensuring successful adoption and transition into steady-state operations. Working closely with the Sr. Director of IT Service Delivery, this leader co-shapes the service roadmap, advances ITIL 4 service management maturity, and builds the operational discipline required to scale IT services across Flagship and its portfolio. This role operates in close partnership with the Director, IT Service Delivery, who owns execution of the service model, delivery teams, and stakeholder relationships, and the Service Excellence Manager, who owns process design, reporting, ITSM practices, and operational coordination. The Director, IT Service Delivery & Operations defines the governance, accountability, and performance frameworks within which these functions operate, enabling consistent, high-quality execution without owning day-to-day delivery.

Requirements

10+ years of IT experience, including 5+ years in service delivery, operations, or ITSM leadership.
Demonstrated ability to lead through governance and enablement rather than direct execution.
Proven experience translating strategy into execution and leading initiatives through change.
Strong background in ITIL-aligned service management and ITSM program development.
Experience designing and governing ITAM/CMDB programs.
Vendor management experience with performance accountability and contract alignment.
Strong analytical and data interpretation skills.
ITIL 4 Foundation certification (advanced certifications preferred).
Experience governing enterprise ITSM platforms.
Excellent communication skills across technical and executive audiences.

Nice To Haves

Experience in life sciences, biotech, or research environments.
Familiarity with ITAM/HAM tooling within ITSM platforms.
PMP or equivalent certification.
Experience with IT financial management and budget planning.
Experience in matrixed or multi-entity organizations.

Responsibilities

Translate IT strategy into structured implementation plans with clear milestones, ownership, and success metrics.
Partner on roadmap planning, prioritization, and sequencing of initiatives.
Lead initiatives through hypercare, ensuring adoption, issue resolution, and smooth transition to steady state.
Provide change leadership to delivery teams — setting expectations, removing barriers, and ensuring clarity.
Maintain visibility into initiative progress; escalate risks, blockers, and decisions proactively.
Define and govern SLAs, KPIs, OLAs, and reporting frameworks aligned to ITIL 4 principles.
Interpret service performance data to identify systemic issues and improvement opportunities.
Own the Continual Service Improvement (CSI) program, setting priorities and sponsoring initiatives.
Conduct regular operating reviews; provide coaching and accountability across functions.
Ensure customer experience metrics (e.g., CSAT/NPS) are measured and acted upon.
Establish and govern the ITAM program, including policies, lifecycle standards, and data integrity.
Define CMDB governance and accountability for accuracy and completeness.
Guide asset lifecycle processes (procurement, deployment, refresh, disposition).
Leverage asset data to inform investment, lifecycle planning, and cost optimization.
Partner with Finance and Procurement to align asset strategy with budgets and forecasts.
Define vendor governance frameworks, onboarding standards, and performance expectations.
Establish and enforce SLAs/KPIs within vendor contracts.
Lead vendor performance reviews and drive accountability through data-backed insights.
Partner with Legal and Procurement on renewals, negotiations, and performance remediation.
Assess current ITSM capabilities and define a multi-year ITIL 4 maturity roadmap.
Sponsor adoption of core practices (Incident, Problem, Change, Service Request, Service Level).
Establish governance forums (e.g., CAB, Problem Review Board) with clear decision structures.
Govern ITSM platforms to ensure alignment with processes and continuous optimization.
Track and report on service management maturity and performance trends.
Define clear roles, responsibilities, and accountability structures across service delivery functions.
Coach and develop team leaders, fostering a culture of accountability and continuous improvement.
Build organizational capability, talent pipelines, and succession plans.
Promote a culture grounded in customer focus, operational rigor, and data-driven decision-making.
Partner with IT leadership to co-develop strategy, roadmaps, and capability plans.
Represent the service delivery function in leadership forums and executive discussions.
Contribute to business cases, budget planning, and investment decisions.
Build strong relationships with stakeholders, IT peers, and strategic vendors.
Identify risks and opportunities, providing actionable recommendations to leadership.