Want to know if this job is worth applying to?
Waltham, Massachusetts, United States
Onsite
What You’ll Do
Lead and develop a global IT operations team, driving accountability, performance, and service excellence
Own service delivery performance, including MTTR, SLAs, backlog, and end-user satisfaction
Establish and enforce a clear Tier 1 / Tier 2 / Tier 3 operating model
Lead major incident management and drive timely resolution and root cause analysis
Mature and enforce ITIL processes (incident, problem, and change management) using ServiceNow
Define and track operational KPIs and reporting to provide visibility into service performance
Oversee hybrid structure operations across Azure and on-prem environments
Manage identity services across Active Directory and Microsoft Entra ID
Lead endpoint and device management strategy, including Intune, SCCM, and Autopilot
Ensure enterprise patching, endpoint compliance, and secure configuration management
Manage vendors, managed service providers, and third-party partners, including SLAs and performance
Contribute to IT operations budgeting, cost control, and resource planning
Own disaster recovery, business continuity readiness, and capacity planning across global environments
Partner with manufacturing, laboratory (OT), and cross-functional IT teams to drive reliability, standardization, and continuous improvement
What We’re Looking For
12+ years of IT experience, including 5+ years leading infrastructure or operations teams
Proven ability to build, develop, and elevate global technical teams
Strong hands-on experience with:
Microsoft Entra ID and Active Directory
Azure and hybrid infrastructure (AWS experience a plus)
Endpoint management (Intune; SCCM a plus)
Enterprise patching, compliance, and device lifecycle management
Microsoft 365 ecosystem
Experience with ITSM tools and frameworks (ServiceNow required; ITIL strongly preferred)
Demonstrated ability to improve operational performance through KPIs, SLAs, and process maturity
Experience managing vendors and third-party service providers
Understanding of structure operations in regulated or manufacturing environments.
Experience with disaster recovery, business continuity, and capacity planning
Strong leadership, communication, and stakeholder management skills
Operational mindset with a focus on reliability, scalability, and continuous improvement
Experience building and scaling high-performing global teams, driving capability growth while fostering a collaborative, service-oriented culture
Microsoft certifications are a strong plus
Our mission is to inspire advances in bioprocessing as a trusted partner in the production of biologic drugs that improve human health worldwide. Focused on cost and process efficiencies, we deliver innovative technologies and solutions that help set new standards in bioprocessing. The estimated base salary range for this role, based in the United States of America is $143,100- $200,000. Compensation decisions are dependent on several factors including, but not limited to an individual's qualifications, location, internal equity, and alignment with market data. Additionally, employees are eligible to participate in one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits such as paid time off, health/dental/vision, retirement benefits and flexible spending accounts. All compensation and benefits information will be confirmed in writing at the time of offer.