Director, IT Service Delivery and Operations

Who We Are

Flagship Pioneering is a biotechnology company that invents and builds platform companies that change the world. We bring together the greatest scientific minds with entrepreneurial company builders and assemble the capital to allow them to take courageous leaps. Those big leaps in human health and sustainability exponentially accelerate scientific progress in areas ranging from cancer detection and treatment to nature-positive agriculture.  

What sets Flagship apart is our ability to advance biotechnology by uniting life science innovation, company creation, and capital investment under one roof in a way that is largely without precedent. Our scientific founders, entrepreneurial leaders, and professional capital managers are each aligned around an institutionalized process that enables us to innovate and transform for the benefit of people and planet.  

Many of the companies Flagship has founded have addressed humanity’s most urgent challenges: vaccinating billions of people against COVID-19, curing intractable diseases, improving human health, preempting illness, and feeding the world by improving the resiliency and sustainability of agriculture. 

Flagship has been recognized twice on FORTUNE’s “Change the World” list, an annual ranking of companies that have made a positive social and environmental impact through activities that are part of their core business strategies, and has been twice named to Fast Company’s annual list of the World’s Most Innovative Companies.

Role Summary:

The Director, IT Service Delivery & Operations is a senior leadership role operating at the intersection of strategy and execution. This position serves as the critical bridge between IT leadership priorities and operational delivery — translating strategic direction into actionable plans and ensuring execution remains aligned with organizational goals.

This role does not directly execute service delivery; it enables those who do. The Director establishes governance frameworks, defines performance expectations, and provides the structure, visibility, and accountability required for delivery teams to succeed. The role also leads initiative implementation through structured hypercare, ensuring successful adoption and transition into steady-state operations.

Working closely with the Sr. Director of IT Service Delivery, this leader co-shapes the service roadmap, advances ITIL 4 service management maturity, and builds the operational discipline required to scale IT services across Flagship and its portfolio.

Role Context

This role operates in close partnership with two key functions:

• Director, IT Service Delivery – owns execution of the service model, delivery teams, and stakeholder relationships.
• Service Excellence Manager – owns process design, reporting, ITSM practices, and operational coordination.

The Director, IT Service Delivery & Operations defines the governance, accountability, and performance frameworks within which these functions operate — enabling consistent, high-quality execution without owning day-to-day delivery.

Key Responsibilities

1. Strategy-to-Execution Leadership

• Translate IT strategy into structured implementation plans with clear milestones, ownership, and success metrics.
• Partner on roadmap planning, prioritization, and sequencing of initiatives.
• Lead initiatives through hypercare, ensuring adoption, issue resolution, and smooth transition to steady state.
• Provide change leadership to delivery teams — setting expectations, removing barriers, and ensuring clarity.
• Maintain visibility into initiative progress; escalate risks, blockers, and decisions proactively.

2. Governance & Performance Oversight

• Define and govern SLAs, KPIs, OLAs, and reporting frameworks aligned to ITIL 4 principles.
• Interpret service performance data to identify systemic issues and improvement opportunities.
• Own the Continual Service Improvement (CSI) program, setting priorities and sponsoring initiatives.
• Conduct regular operating reviews; provide coaching and accountability across functions.
• Ensure customer experience metrics (e.g., CSAT/NPS) are measured and acted upon.

3. IT Asset Management (ITAM) Governance

• Establish and govern the ITAM program, including policies, lifecycle standards, and data integrity.
• Define CMDB governance and accountability for accuracy and completeness.
• Guide asset lifecycle processes (procurement, deployment, refresh, disposition).
• Leverage asset data to inform investment, lifecycle planning, and cost optimization.
• Partner with Finance and Procurement to align asset strategy with budgets and forecasts.

4. Vendor Governance & Performance

• Define vendor governance frameworks, onboarding standards, and performance expectations.
• Establish and enforce SLAs/KPIs within vendor contracts.
• Lead vendor performance reviews and drive accountability through data-backed insights.
• Partner with Legal and Procurement on renewals, negotiations, and performance remediation.

5. ITIL 4 & ITSM Maturity

• Assess current ITSM capabilities and define a multi-year ITIL 4 maturity roadmap.
• Sponsor adoption of core practices (Incident, Problem, Change, Service Request, Service Level).
• Establish governance forums (e.g., CAB, Problem Review Board) with clear decision structures.
• Govern ITSM platforms to ensure alignment with processes and continuous optimization.
• Track and report on service management maturity and performance trends.

6. Team Enablement & Leadership

• Define clear roles, responsibilities, and accountability structures across service delivery functions.
• Coach and develop team leaders, fostering a culture of accountability and continuous improvement.
• Build organizational capability, talent pipelines, and succession plans.
• Promote a culture grounded in customer focus, operational rigor, and data-driven decision-making.

7. Strategic Partnership

• Partner with IT leadership to co-develop strategy, roadmaps, and capability plans.
• Represent the service delivery function in leadership forums and executive discussions.
• Contribute to business cases, budget planning, and investment decisions.
• Build strong relationships with stakeholders, IT peers, and strategic vendors.
• Identify risks and opportunities, providing actionable recommendations to leadership.

Qualifications

Required

• 10+ years of IT experience, including 5+ years in service delivery, operations, or ITSM leadership.
• Demonstrated ability to lead through governance and enablement rather than direct execution.
• Proven experience translating strategy into execution and leading initiatives through change.
• Strong background in ITIL-aligned service management and ITSM program development.
• Experience designing and governing ITAM/CMDB programs.
• Vendor management experience with performance accountability and contract alignment.
• Strong analytical and data interpretation skills.
• ITIL 4 Foundation certification (advanced certifications preferred).
• Experience governing enterprise ITSM platforms.
• Excellent communication skills across technical and executive audiences.

Preferred

• Experience in life sciences, biotech, or research environments.
• Familiarity with ITAM/HAM tooling within ITSM platforms.
• PMP or equivalent certification.
• Experience with IT financial management and budget planning.
• Experience in matrixed or multi-entity organizations.

Leadership Competencies

• Bridge Leadership: Aligns strategy with execution seamlessly.
• Enabling Leadership: Builds capability and empowers teams to perform.
• Structural Thinking: Designs scalable governance and operating models.
• Customer Focus: Drives accountability for service experience outcomes.
• Data-Driven: Uses insights to guide decisions and improvements.
• Strategic Partnership: Contributes meaningfully at the leadership level.
• Executive Presence: Communicates with clarity and credibility.
• Builder Mindset: Thrives in ambiguity and creates structure.

We are an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. 

We recognize that great candidates often bring unique strengths without fulfilling every qualification. If you have some of the experience listed above but not all, please apply anyway. We are dedicated to building diverse and inclusive teams and look forward to learning more about your background and interest in Flagship. 

Recruitment & Staffing Agencies: Flagship Pioneering and its affiliated Flagship Lab companies (collectively, “FSP”) do not accept unsolicited resumes from any source other than candidates. The submission of unsolicited resumes by recruitment or staffing agencies to FSP or its employees is strictly prohibited unless contacted directly by Flagship Pioneering’s internal Talent Acquisition team. Any resume submitted by an agency in the absence of a signed agreement will automatically become the property of FSP, and FSP will not owe any referral or other fees with respect thereto. 

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The salary range for this role is $172,000 - $236,500. Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies, and experience. Flagship Pioneering currently offers healthcare coverage, annual incentive program, retirement benefits and a broad range of other benefits. Compensation and benefits information is based on Flagship Pioneering's good faith estimate as of the date of publication and may be modified in the future.