Dir Service Delivery Management

Regeneron Pharmaceuticals • Sleepy Hollow, WY

8d • $183,100 - $305,200 • Onsite

About The Position

Regeneron is seeking a seasoned leader to own the end-to-end delivery, reliability, governance, and continuous improvement of global network, compute, and storage infrastructure services. The role manages service delivery managers and managed service partners, collaborating with Digital & Technology leadership, engineering, cybersecurity, cloud, site IT, quality and compliance, and business stakeholders. The goal is to ensure infrastructure services are available, secure, cost-effective, and aligned with business outcomes across R&D, manufacturing, laboratory, and commercial sites worldwide.

This is an on-site position four days per week, based at the Sleepy Hollow, New York, or Warren, New Jersey office. The role works during US business hours, with flexibility for global coverage and on-call escalation in a hybrid model.

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 services relationships, including contract negotiation, SLA governance, and vendor performance management.
• Experience with ServiceNow, network monitoring and observability tools, 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 and ability to influence senior stakeholders, lead 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.

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; set the 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 contract and SLA management, 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 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; demonstrate business value and escalate issues across Digital & Technology and the business.

Benefits

• Annual bonuses or other incentive plans, depending on country and role.
• Equity awards, depending on country and role.
• Pension or retirement benefits, depending on country and role.
• 401(k) company match.
• Health and wellness programs.
• Fitness centers.
• Insurance benefits, including medical, dental, vision, life, and disability insurance.
• Paid time off.
• Family support benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Director