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Talent Groups

Sr. Manager Global IT Service Delivery

Pay: Not specified

Posted: 5 days ago

Location: Cambridge, MA (Onsite)

Last Updated: 1 day ago

Hours: Full-Time

Expires: 11/3/2026

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Job Description

Lead global IT Service Desk and end-user support operations across a 1,000+ employee organization. Manage internal support teams, MSPs/vendors , service performance, budgets, and escalations. Own

ITSM/ITIL

processes including Incident, Request, Problem, Knowledge, and Service Catalog management. Drive automation, self-service, continuous improvement, and customer experience initiatives. Partner with Security, Infrastructure, Enterprise Applications, HR, and business stakeholders. Hands-on knowledge of Freshservice/ServiceNow, Intune/Jamf, Microsoft 365, Teams/Zoom, AD/Entra ID/Okta, and MFA . 10+ years in IT Service Desk/end-user support and 5+ years leading Service Desk/IT support organizations. Experience in biotech/pharma or regulated environments and ITIL certification required. Knowledge of GxP, validated systems, and compliance preferred.