Senior Director, IT Optimization and Digital Experience

About the role

The Senior Director IT Service Optimization & Digital Experience is responsible for the creation, implementation, and ongoing maintenance of the IT standards of delivery for global end user solutions, services, and support. This role directly manages a team of 2-4 senior leaders in delivering these services.

Responsibilities

• Define and execute the infrastructure operations strategy, end user, and desk-side services, policies, and standards to support business goals and mitigate risk.
• Maintain the scalability and flexibility of the infrastructure to adapt to changing business needs and technological advancements.
• Manage a team of infrastructure and operations technical staff, service management, and managed service providers to ensure the delivery of high-quality services, solutions, and projects.
• Select vendors and technology partners that provide the best value and support for IT Service Management (ITS).
• Evaluate and implement industry-aligned metrics to continuously improve service levels and reporting.
• Engage business stakeholders to measure success; communicate effectively and relentlessly at all levels to ensure solutions are appropriately utilized.
• Collaborate with the Senior IT Leadership Team on strategic projects and operational alignment with IT applications, infrastructure, and security teams.
• Manage the implementation, maintenance, and optimization of IT infrastructure, including servers, storage, databases, backup, disaster recovery, and monitoring systems.
• Manage all aspects of service delivery related to PCs, laptops, mobile devices, printers, and peripherals.
• Manage video conferencing technologies and the support of conference rooms.
• Manage the global service desk, IT Service Management (ITS), and service management.
• Manage the database team supporting business-critical applications, with a general understanding of Oracle, SQL, and other database technologies.
• Manage the executive support team that provides "white-glove" support.
• Ensure corporate IT incidents are resolved in a timely and cost-effective manner; manage escalations to the highest levels of satisfaction.
• Promote adoption of business-enablement tools such as chat, portals, self-help, collaboration, and video conferencing to enhance the end-user experience.
• Develop functional goals and objectives.

Requirements

• Bachelor’s degree in Information Systems, Computer Science, or equivalent work experience.
• 15+ years of various experience in Information Technology.
• 10+ years of experience managing globally diverse IT teams in a large global enterprise.
• 10+ years of experience and strong understanding of hardware and peripherals.
• Extensive experience working with IT vendors, suppliers, and managed services providers.
• Working knowledge of infrastructure components (LAN/WAN/Wi-Fi).
• Experience working in a service delivery environment within IT Infrastructure.
• Demonstrated ability to effectively communicate technical and business issues and solutions to multiple organizational levels internally and externally.
• Strong leadership and organizational skills with the ability to adapt quickly to changing priorities and assignments.
• 10+ years in the Pharma/Biotech/Academia/scientific research community/industry is preferred.
• Experience implementing an ITIL framework and process is preferred.

Qualifications

• Education: Bachelor’s degree in Information Systems, Computer Science, or equivalent work experience.
• Experience: 15+ years of various experience in Information Technology, 10+ years of experience managing globally diverse IT teams in a large global enterprise, 10+ years of experience and strong understanding of hardware and peripherals, extensive experience working with IT vendors, suppliers, and managed services providers, working knowledge of infrastructure components (LAN/WAN/Wi-Fi), experience working in a service delivery environment within IT Infrastructure, demonstrated ability to effectively communicate technical and business issues and solutions to multiple organizational levels internally and externally, strong leadership and organizational skills with the ability to adapt quickly to changing priorities and assignments, 10+ years in the Pharma/Biotech/Academia/scientific research community/industry is preferred, experience implementing an ITIL framework and process is preferred.

Skills

• Technical skills: Knowledge of infrastructure components (LAN/WAN/Wi-Fi), experience working in a service delivery environment within IT Infrastructure, experience working with IT vendors, suppliers, and managed services providers, working knowledge of infrastructure components (LAN/WAN/Wi-Fi), experience working in a service delivery environment within IT Infrastructure, experience working with IT vendors, suppliers, and managed services providers.
• Communication skills: Demonstrated ability to effectively communicate technical and business issues and solutions to multiple organizational levels internally and externally.
• Leadership skills: Strong leadership and organizational skills with the ability to adapt quickly to changing priorities and assignments.

Benefits

The Broad Institute offers a comprehensive benefits package including medical, dental, vision, life, and disability insurance; a 401(k) retirement plan; flexible spending and health savings accounts; at least 13 paid holidays; winter closure; paid time off; parental and family care leave; and an employee assistance program, among other Broad benefits.