Director / Senior Director, IT Operations & Enterprise Services

Immunome, Inc.•Bothell, WA

10h•$210,110 - $290,464

About The Position

The Director / Senior Director, IT Operations & Enterprise Services will lead the function responsible for reliable day-to-day technology operations, infrastructure, enterprise services, end-user support, service management, and IT project delivery coordination across Immunome. This leader will ensure employees have the tools, access, support, and technology environment needed to work effectively across office, lab, remote, and future field-based settings. This role also oversees the IT PMO function for material IT projects and cross-functional technology initiatives, including intake, roadmap visibility, delivery coordination, reporting, and project management discipline. The leader will partner closely with business stakeholders, cybersecurity, compliance, business applications, data architecture, facilities, lab operations, and external service providers to deliver IT services and projects with reliability, transparency, and accountability.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field; advanced degree or relevant certifications preferred.
10+ years of progressive IT experience, including leadership of IT operations, infrastructure, service delivery, enterprise services, ITSM, PMO/project delivery, or end-user support teams.
Experience in a growth-stage biotech, pharmaceutical, life sciences, healthcare, or similarly regulated environment preferred.
Demonstrated experience building scalable IT operations, service management, infrastructure, endpoint management, collaboration, project intake, reporting, and support processes.
Experience supporting multi-location environments, hybrid/remote teams, and senior leaders across technical and non-technical functions.
Strong working knowledge of infrastructure, networking, Microsoft 365, endpoint management, identity/access operations, backup/recovery, collaboration tools, facilities technology, and IT asset lifecycle management.
Experience with ITSM platforms and service management processes; ServiceNow experience strongly preferred.
Experience with project management processes, PMO practices, roadmap reporting, project governance support, and cross-functional delivery coordination.
Experience managing vendors, managed service providers, consultants, licensing, budgets, operational technology spend, and project delivery resources.
Strong understanding of cybersecurity, compliance, access control, disaster recovery, and audit readiness concepts, with ability to partner effectively with dedicated security and compliance leaders.
Excellent communication, customer service, problem-solving, prioritization, and cross-functional collaboration skills.
Operational leadership mindset with the ability to balance responsiveness, standardization, scalability, project discipline, and risk management.
Ability to translate business needs into practical IT operations, infrastructure, support, service delivery, and project delivery solutions.
Strong process orientation across ticketing, service catalogs, escalation models, runbooks, metrics, project intake, roadmap reporting, and continuous improvement.
Ability to build trust with business partners and improve the employee technology experience across office, lab, remote, and field-based environments.
Strong vendor management and negotiation skills, with a focus on reliability, accountability, service quality, delivery outcomes, and cost effectiveness.

Nice To Haves

advanced degree or relevant certifications preferred

Responsibilities

Lead IT operations, enterprise services, end-user support, infrastructure operations, and day-to-day technology service delivery.
Maintain a scalable support model across headquarters, additional office locations, lab environments, remote workers, and future field-based roles.
Own service management processes and ServiceNow / ITSM capabilities, including intake, routing, prioritization, escalation, metrics, reporting, knowledge management, and continuous improvement.
Improve the employee technology experience across onboarding, offboarding, access provisioning, device readiness, collaboration tools, enterprise services, and recurring support needs.
Oversee physical and cloud infrastructure operations, including networks, connectivity, servers, storage, cloud services, backup/recovery coordination, and core enterprise platforms.
Support technology needs for office spaces, meeting rooms, lab environments, shared workspaces, and other facility-connected technology in partnership with Facilities, Lab Operations, vendors, and business stakeholders.
Enable multi-location and distributed workforce support through reliable connectivity, device management, secure access, collaboration tools, onboarding processes, and responsive support models.
Oversee endpoint and device management, asset lifecycle planning, and collaboration/productivity platforms such as Microsoft 365, Teams, SharePoint, Zoom, Box, Adobe, and related enterprise services.
Lead the IT PMO function for material IT projects and cross-functional technology initiatives.
Establish practical processes for project intake, evaluation, prioritization support, planning, status reporting, risk/issue management, decision tracking, and escalation.
Improve visibility into the IT project pipeline, roadmap, dependencies, resource needs, and delivery status.
Coordinate project execution across IT, business stakeholders, vendors, and cross-functional governance forums to support clear ownership, communication, and follow-through.
Manage external IT service providers, managed services partners, consultants, project resources, and technology vendors supporting operations, enterprise services, and project delivery.
Partner with cybersecurity and compliance teams to ensure operational processes support security, access control, audit readiness, business continuity, disaster recovery, and applicable regulated-system requirements.
Develop and manage budgets for IT operations, infrastructure, enterprise services, endpoint lifecycle, service management, PMO-related tooling, vendors, and licensing.
Maintain policies, procedures, runbooks, service documentation, project documentation practices, and knowledge management to support consistent execution and audit readiness.
Build, lead, and develop internal employees, consultants, managed service providers, project managers, and specialized vendors supporting IT operations, enterprise services, and PMO activities.
Set clear expectations and accountability through metrics, service targets, escalation paths, project reporting, user communication, and continuous improvement practices.
Partner across IT and business functions to ensure systems, applications, infrastructure, data platforms, and projects have reliable operational support and clear delivery coordination.
Serve as a trusted technology partner to business leaders and employees by improving reliability, transparency, responsiveness, and accountability across IT services and projects.