Dir Service Delivery Management

Regeneron Pharmaceuticals•Warren, MI

6d•Onsite

About The Position

Regeneron is seeking a seasoned Director of Global Network and Compute Service Delivery to own the end-to-end delivery, reliability, governance, and continuous improvement of global network, compute, and storage infrastructure services. The role leads service delivery across WAN/SD-WAN, LAN and wireless, data center, cloud connectivity, and internet edge, as well as compute and storage systems supporting R&D, manufacturing, laboratory, and commercial sites worldwide. The director will manage service delivery managers and managed service partners and collaborate with Digital & Technology leadership, engineering, cybersecurity, cloud, site IT, quality and compliance, and business stakeholders. The role is accountable for ensuring services are available, secure, cost-effective, and aligned with business outcomes. It is based at the Sleepy Hollow, NY or Warren, NJ office and is on-site four days per week.

Requirements

12+ years of experience in IT infrastructure, network operations, or service delivery, including at least five years leading global teams and managing managers.
Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent experience.
Proven experience managing outsourced network and compute service relationships, including contract negotiation, SLA governance, and vendor performance management.
Experience with ServiceNow; network monitoring and observability tools such as ThousandEyes, LogicMonitor, SolarWinds, Splunk, or Cisco/Meraki dashboards; and AIOps or network automation.
Strong working knowledge of enterprise network technologies and ITIL-based service management, with solid experience in compute and storage service delivery.
Demonstrated financial acumen, including budget ownership, vendor cost optimization, and business case development.
Executive-level communication skills, including the ability to influence senior stakeholders, lead through major incidents, and translate technical issues into business impact.
Ability to manage multiple priorities across time zones and work US business hours, with flexibility for global coverage and on-call escalation in a hybrid model.

Nice To Haves

Master's degree.
Experience in a regulated life sciences or healthcare environment, including GxP, computer system validation, and SOX-aligned controls.
Experience leading managed service transitions and global network transformation, and ensuring compute and storage operational readiness.
Certifications such as ITIL 4 Managing Professional or Strategic Leader, CCNP/CCIE, PMP, or Lean Six Sigma.

Responsibilities

Own global network service delivery performance, including availability, incident, problem, change, capacity, and release management, with accountability for SLAs, OLAs, and customer satisfaction across regions.
Lead and develop a global service delivery organization, including managers of managers and follow-the-sun coverage; establish its operating model, staffing plan, and performance goals, and participate with Service Owners in developing succession pipelines for network, compute, and storage systems.
Govern managed network and compute service providers and other vendors, including contracts, SLAs, quarterly business reviews, service credit enforcement, and remediation of underperformance.
Direct major incident response, ensure timely root cause analysis, and drive problem management and corrective actions to reduce repeat incidents and business impact.
Partner with network and compute engineering, architecture, and cybersecurity to deliver the network, compute, and storage roadmap and ensure operational readiness as services transition into service.
Ensure network and compute services meet regulatory and audit requirements for GxP-validated and business-critical environments, including change control, documentation, disaster recovery, and resiliency testing.
Own the service delivery budget and vendor spend, including forecasting, carrier and circuit cost optimization, managed services invoicing, sourcing strategy, and financial reporting to senior leadership.
Define and report service metrics, KPIs, risks, and continuous improvement priorities to senior leadership; communicate business value and escalate issues across Digital & Technology and the business.