Introduction to the Broad Institute and Our Mission
The Broad Institute is at the forefront of biomedical research, pioneering a new model of collaborative science to transform our understanding and treatment of disease. Our community, known as "Broadies," is a diverse and talented group of individuals passionate about pushing the boundaries of science. We believe that exceptional people produce exceptional products and services, and we are committed to building the best team possible to achieve our mission. The Broad IT Services (BITS) group is a critical component of this effort, providing cutting-edge technology solutions to support our researchers and accelerate discovery.
Job Overview: Service Delivery Senior Manager
We are seeking an experienced and motivated Service Delivery Senior Manager to join our BITS team. As a key member of our leadership team, you will be responsible for managing and coordinating the delivery of our IT services, ensuring that they are efficient, effective, and meet the highest standards of quality. Your role will be pivotal in overseeing the delivery of services to Broad employees and affiliates, developing and managing service delivery processes, and leading a high-performing team of IT professionals.
Key Responsibilities:
- Oversee the delivery of IT services to Broad employees and affiliates, ensuring they are delivered on time, within scope, and to the highest standards of quality
- Provide strategic input to develop service desk best practices and align service delivery with business objectives
- Develop and manage service delivery processes, procedures, and policies to ensure consistency and high-quality service
- Coordinate with other IT teams and Broad's teams, programs, and stakeholders to ensure seamless delivery of services and resolve any issues that may arise
- Monitor service delivery metrics and KPIs, and implement improvements as necessary to optimize service delivery
- Manage end-user relationships, ensuring high levels of customer satisfaction and acting as the point of contact for any service delivery issues
- Lead and manage a team of 15+ individuals, providing guidance, support, and performance feedback to ensure the team's success
- Participate in strategic planning and decision-making at the executive level to align service delivery with business objectives
Essential Qualifications:
To be successful in this role, you will need:
- ITIL experience or other Best Practices methodology, with a deep understanding of IT service management principles and frameworks
- A minimum of 7 years of experience in service delivery management, preferably in an IT Support Management or Managed Service Provider environment
- Knowledge of IT service management tools, such as ServiceNow, and experience with ITIL or similar frameworks
- Excellent leadership and team management skills, with the ability to motivate and inspire a high-performing team
- Exceptional problem-solving skills, with the ability to work under pressure and navigate complex technical issues
- Excellent communication and customer service skills, with the ability to build strong relationships with stakeholders and end-users
- Proficiency in project management and process improvement, with a focus on continuous improvement and optimization
Preferred Qualifications:
While not required, the following qualifications are preferred:
- Experience working in a biomedical research or academic environment, with a understanding of the unique challenges and opportunities in this field
- Familiarity with agile methodologies and IT service management frameworks, such as ITIL 4
- Experience with cloud-based technologies and services, such as AWS or Azure
- Knowledge of cybersecurity principles and practices, with a focus on protecting sensitive data and systems
- Experience with data analytics and visualization tools, such as Tableau or Power BI
Skills and Competencies:
To be successful in this role, you will need to possess the following skills and competencies:
- Strong technical skills, with a deep understanding of IT service management principles and frameworks
- Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders and end-users
- Strong problem-solving and analytical skills, with the ability to navigate complex technical issues and develop creative solutions
- Ability to work in a fast-paced environment, with a focus on continuous improvement and optimization
- Strong leadership and team management skills, with the ability to motivate and inspire a high-performing team
- Ability to adapt to changing priorities and deadlines, with a focus on delivering high-quality results in a timely manner
Career Growth Opportunities and Learning Benefits:
At the Broad Institute, we are committed to the growth and development of our employees. As a Service Delivery Senior Manager, you will have access to a range of career growth opportunities and learning benefits, including:
- Professional development opportunities, such as training and certification programs
- Mentorship and coaching from experienced leaders and professionals
- Opportunities to work on high-impact projects and initiatives, with a focus on driving innovation and improvement
- Collaboration with a talented and diverse group of professionals, with a range of backgrounds and expertise
- Access to cutting-edge technologies and tools, with a focus on staying up-to-date with the latest trends and advancements
Work Environment and Company Culture:
The Broad Institute is a dynamic and innovative work environment, with a focus on collaboration, creativity, and community. As a Service Delivery Senior Manager, you will be part of a talented and diverse team, with a range of backgrounds and expertise. Our company culture is built on a set of core values, including:
- A commitment to excellence and quality, with a focus on delivering high-impact results
- A passion for innovation and discovery, with a focus on driving progress and improvement
- A focus on collaboration and teamwork, with a emphasis on building strong relationships and partnerships
- A commitment to diversity and inclusion, with a focus on creating a welcoming and inclusive environment for all employees
- A emphasis on work-life balance, with a focus on supporting the well-being and happiness of our employees
Compensation, Perks, and Benefits:
The Broad Institute offers a competitive compensation package, with a range of perks and benefits, including:
- A competitive salary, with opportunities for growth and advancement
- A comprehensive benefits package, including health, dental, and vision insurance
- A 401(k) retirement plan, with a generous employer match
- A flexible work environment, with opportunities for remote work and flexible scheduling
- A range of perks and discounts, including access to on-site fitness classes, free parking, and discounts on public transportation
Conclusion:
If you are a motivated and experienced IT professional, with a passion for service delivery and leadership, we encourage you to apply for this exciting opportunity. As a Service Delivery Senior Manager at the Broad Institute, you will be part of a dynamic and innovative team, with a focus on driving progress and improvement in the field of biomedical research. With a competitive compensation package, a range of perks and benefits, and opportunities for career growth and development, this is an opportunity not to be missed.
We Encourage You to Apply!
Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team and contribute to our mission of accelerating the understanding and treatment of disease. Apply now to take the first step in an exciting and rewarding career at the Broad Institute.
Apply Now