Senior IT Service Delivery Manager

Septerna•South San Francisco, CA

8d•$160,000 - $180,000

About The Position

We are seeking a highly experienced Senior IT Service Delivery Manager to support our growing clinical-stage biopharmaceutical organization (currently operating two active clinical trials). This role will drive the maturity of our IT service delivery functions, with responsibility spanning change management, procurement management, security risk management, identity and access management, ticket queue oversight, and operational support governance. The IT operations/help-desk team is separate, but this role will provide oversight, leadership alignment, and escalation management to ensure consistent, high-quality service delivery across the organization. This individual will collaborate closely with Security, Clinical, R&D, and business functions to ensure a secure, compliant, and efficient technology environment.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field; or equivalent professional experience
10+ years of progressive experience across IT service management, IT operations, change management, ticket/queue management, vendor/procurement, and service delivery
Strong experience with user identity and access management (IAM): provisioning, de-provisioning, SSO, MFA, RBAC, and audit cycles
Experience working in a regulated or security-sensitive environment (life sciences, pharma, biotech, medical device, or similar)
Background in security risk management related to IT operations, vendor management, and access control
Proven experience providing oversight or leadership to IT operations/help-desk teams
Strong vendor management, contract negotiation, and license lifecycle management experience
Demonstrated ability to build and refine processes, implement improvements, and maintain high-quality documentation
Excellent communication skills with the ability to work cross-functionally and influence without authority

Nice To Haves

Experience supporting GxP, 21 CFR Part 11, HIPAA, or related regulatory frameworks
Prior experience in clinical-stage biotech or pharmaceutical environments
Certifications such as PMP, CISSP, or relevant technical/security credentials
Experience with ITSM platforms (ServiceNow, FreshService, Jira Service Management, BMC Remedy, etc.)
Familiarity with cloud environments (AWS, Azure, GCP) and modern identity systems such as Okta

Responsibilities

Lead and mature the IT service management function, ensuring consistent processes across incident, request, problem, and change workflows
Oversee change management activities, including risk assessment, approvals, communication, scheduling, documentation, and post-change evaluation
Manage procurement of IT goods and services: vendor selection, contract negotiation, renewal tracking, license management, and forecasting
Partner with security teams to assess and mitigate IT operational risks, including vendor risk, access risk, and configuration/change risks
Oversee service desk ticket queue performance: monitor SLAs, manage escalations, analyze trends, and drive continuous improvement
Lead all identity and access management activities: user provisioning and de-provisioning, SSO/MFA governance, role-based access mapping, and access reviews
Provide oversight and partnership with the IT operations/help-desk team, ensuring effective execution, appropriate escalations, and service consistency
Maintain and improve operational documentation including runbooks, process guides, knowledge base content, service catalogs, and change logs
Produce regular IT service reporting: SLA performance, ticket metrics, change success rates, vendor performance, security risks, and audit readiness
Support implementation or optimization of ITSM and IAM tools and workflows
Act as a cross-functional liaison between IT, security, procurement, clinical operations, R&D, and business stakeholders