Associate Director, IT Service Delivery

📋 Description

• • Scholar Rock is at a pivotal moment, transitioning from a clinical-stage organization to a commercial-stage biopharmaceutical powerhouse. At the heart of this significant transformation lies the critical function of IT Service Delivery. We are seeking a dynamic, highly motivated, and hands-on leader to join our team as the Associate Director, IT Service Delivery. This role is not just about managing IT support; it's about fundamentally stabilizing and elevating our IT service desk operations while simultaneously laying the groundwork for a modern, scalable, and exceptionally customer-centric service model that will define the employee IT experience at Scholar Rock.
• • This position offers unparalleled visibility, significant ownership, and substantial influence within the organization. You will be instrumental in shaping how IT is perceived and experienced across the entire company. Your leadership will directly impact a diverse and growing workforce, encompassing onsite, hybrid, and fully remote users, ensuring they have the seamless technological support they need to excel. A key aspect of this role involves fostering strong, collaborative partnerships with both internal cross-functional teams and external managed service providers, creating a unified and effective support ecosystem.
• • As the Associate Director, IT Service Delivery, your core responsibilities will encompass owning the end-to-end employee IT support experience. This means taking complete accountability for every touchpoint an employee has with IT services, from initial request to final resolution. You will be responsible for leading and mentoring internal IT support staff, nurturing their growth and ensuring they are equipped to deliver exceptional service. Concurrently, you will expertly manage our external managed service providers, ensuring they meet and exceed contractual obligations and align with Scholar Rock's service standards.
• • A primary objective will be to establish and embed operational rigor, ensuring the reliability and stability of our IT services. This involves implementing robust processes, clear workflows, and effective monitoring to minimize disruptions and maximize uptime. Building and maintaining stakeholder trust is paramount; you will achieve this through consistent, high-quality service delivery, transparent communication, and a proactive approach to addressing needs and concerns.
• • Furthermore, you will be a driving force behind continuous improvement initiatives and the long-term transformation of our IT service delivery capabilities. This requires a forward-thinking mindset, an ability to identify areas for enhancement, and the strategic vision to implement changes that align with industry best practices and Scholar Rock's evolving business requirements. You will analyze service metrics, gather feedback, and leverage data to refine processes, introduce new technologies, and optimize resource allocation.
• • Your mandate will be to first stabilize the existing IT support infrastructure, addressing any immediate challenges and ensuring a solid foundation. Once stability is achieved, you will then focus on evolving our IT service delivery into a best-in-class organization. This evolution must be meticulously aligned with the stringent requirements of a regulated, fast-growing biotech environment, ensuring compliance, security, and scalability are at the forefront of all decisions.
• • This role is ideal for a leader who thrives in a dynamic environment, possesses a deep understanding of IT service management principles, and is passionate about delivering exceptional user experiences. You will be empowered to make a tangible impact, contributing directly to Scholar Rock's mission of discovering, developing, and delivering life-changing therapies. Your success will be measured by the efficiency, effectiveness, and user satisfaction of the IT services you oversee, ultimately enabling our scientific and business teams to focus on their critical work without technological hindrance.
• • Key responsibilities include developing and implementing IT support policies and procedures, managing the IT asset lifecycle, overseeing incident and problem management, and ensuring effective communication channels are maintained between IT and the broader organization. You will also play a crucial role in IT onboarding and offboarding processes, ensuring a smooth technology transition for all employees. Strategic planning for future IT support needs, including budgeting and resource allocation, will also fall under your purview. This is an opportunity to build and shape a vital function within a company dedicated to making a profound difference in the lives of patients with serious diseases.