Lead, Enterprise Applications & Services Management

Flagship Pioneering, Inc.•Cambridge, MA

8d•$128,000 - $176,000

About The Position

The Lead, Enterprise Applications & Service Management plays a critical role in ensuring Flagship Pioneering's enterprise applications effectively support and evolve with business needs. This position serves as a senior leader within the Enterprise Applications function and acts as a key partner to the Director of Enterprise Applications in driving operational excellence, service delivery maturity, and scalable support models across the application portfolio. The role combines deep functional and technical expertise with strong operational leadership, vendor management, and stakeholder engagement capabilities. The Lead, Enterprise Applications & Service Management is responsible for overseeing the support, optimization, governance, and continuous improvement of critical enterprise applications while helping establish and mature enterprise-grade application operations practices. This position will own key aspects of application service management, including MSP oversight, support governance, incident and change management processes, knowledge management, and operational reporting. The individual will serve as a trusted advisor to internal Business Relationship Managers (BRMs), IT leadership, and business stakeholders while helping scale the Enterprise Applications function through process standardization, automation, and operational excellence. The ideal candidate has experience operating within a mature enterprise applications organization and has successfully led application support, service management, and vendor governance functions in complex enterprise environments.

Requirements

Bachelor's degree in Information Systems, Computer Science, Business Administration, or related field (or equivalent experience).
Minimum 7–10 years of experience supporting, administering, or leading enterprise applications in a complex enterprise environment.
Experience operating within a mature Enterprise Applications, Business Systems, or Enterprise Technology organization.
Demonstrated experience managing outsourced support providers, managed service providers (MSPs), or external application support vendors.
Strong knowledge of IT Service Management (ITSM) practices and platforms, including Jira Service Management or equivalent tools.
Working knowledge of ITIL principles and processes, including incident management, problem management, change management, Change Advisory Board (CAB)participation, service request management, and Configuration Management Database (CMDB) governance.
Experience working within Agile and Scrum delivery frameworks.
Experience leading enterprise software implementations, upgrades, and operational transitions.
Experience developing operational metrics, service reporting, support models, and governance processes.
Experience with application portfolio management, service operations, and continuous improvement initiatives preferred.
Experience with enterprise platforms such as UKG, NetSuite, Salesforce, Coupa, Workato, or similar business-critical applications strongly preferred.
Prior experience in life sciences, biotechnology, healthcare, or similarly regulated and complex enterprise environments is desirable.

Responsibilities

Lead operational oversight of managed service providers (MSPs) and external support partners responsible for application support services.
Define, monitor, and continuously improve service level agreements (SLAs), key performance indicators (KPIs), and operational metrics related to application support.
Conduct regular operational and governance reviews with MSP partners to assess performance, identify improvement opportunities, and ensure service commitments are met.
Review service reports, analyze trends, identify recurring issues, and drive corrective actions.
Own escalation management processes between MSP support teams, internal SMEs, software vendors, and business stakeholders.
Lead root cause analysis efforts for major incidents and recurring service issues and ensure corrective actions are implemented.
Coordinate application changes, upgrades, patches, and releases across vendors, MSPs, and internal stakeholders.
Ensure operational readiness, support documentation, and knowledge transfer activities are completed prior to production deployments.
Establish and maintain support runbooks, knowledge articles, operational procedures, and service documentation required to support scalable application operations.
Drive continuous service improvement initiatives focused on reducing operational risk, increasing automation, and improving user experience.
Serve as the subject matter expert (SME) for up to 5 core enterprise applications (HCM, ATS, ERP, Procurement, CLM)
Support a broader set of additional applications (i.e. Notion, Smartsheets) using standard runbook procedures and escalation models.
Maintain system configuration, access provisioning, and user role management in accordance with IT security and compliance policies.
Manage application license inventories, monitor usage trends, and proactively reclaim dormant licenses.
Support the BRM and business requestors during new software evaluations by advising on fit within the existing application portfolio and identifying alternate solutions when applicable.
Collaborate with vendors and internal stakeholders to validate product capabilities, negotiate technical requirements, and finalize system design.
Lead or oversee application implementation efforts, including configuration, testing, vendor management, and integration coordination.
Serve as the technical lead or workstream manager when external partners are engaged in delivery.
Identify opportunities to streamline support and license management processes.
Lead initiatives to automate routine run activities, including the implementation of tools such as Workato workflows or license monitoring dashboards.
Ensure ongoing alignment of systems with Flagship’s IT standards, application support levels, and integration policies.
Serve as a senior leader within the Enterprise Applications team and act as a trusted advisor to IT leadership and business stakeholders.
Provide mentorship, coaching, and operational guidance to junior analysts and application administrators.
Champion adoption of Enterprise Applications standards, support processes, governance practices, and operational disciplines.
Partner with the Director of Enterprise Applications to define and mature application support strategies, operating models, and service delivery frameworks.
Lead cross-functional efforts to improve application support capabilities, knowledge management, automation, and service operations.