ITSM Associate Director

Vertex Pharmaceuticals Incorporated
paid time off, 401(k)
United States, Massachusetts, Boston
50 Northern Avenue (Show on map)
Apr 12, 2025
Job Description General Summary: The Associate Director of IT Service Management will champion and implement industry best practices in service management processes, drawing on IT Service Management principles. Responsibilities include strategizing, transitioning, adopting, operating, and continuously improving IT Service Management practices and procedures. The aim is to align DTE services with business needs and enhance user satisfaction. This role is essential to the success of the organization's DTE operations. Key Duties and Responsibilities: Service Strategy and Design Develop and implement IT service management strategies, focused on ITAM and ITOM, to support the organization's objectives. Design and optimize IT service processes to ensure they are efficient, scalable, and aligned with the industry's best practices. Conduct regular assessments of IT service performance and identify opportunities for improvement. This includes implementing and monitoring compliance policies, conducting audits, and managing risks associated with non-compliance. Collaborate with stakeholders to gather requirements and define service level agreements. Service Transition Oversee the transition of new or changed IT services into the operational environment. Ensure that service transition processes are well-defined and followed to minimize disruptions. Coordinate with DTE teams to manage service rollouts and ensure proper documentation. Service Operation Monitor and manage the performance of ITAM and ITOM services to ensure they meet organizational standards and SLAs. Implement and maintain tools (e.g. CMDB, Discovery) and technologies that support IT service management activities. Monitor software and hardware usage, manage renewals, and ensure compliance with licensing agreements. Ensures that ITOM and ITAM data is accurately collected, stored, and analyzed to support decision-making and improve service delivery. Establish metrics and KPIs to measure service performance and user satisfaction. Continuous Improvement Identify and implement initiatives to improve the quality and delivery of IT services. Foster a culture of continuous improvement within the IT service management team and the broader DTE organization. Implement automation tools and orchestrating various IT processes to improve efficiency and reduce manual efforts. Stay abreast of industry trends and advancements in IT service management and incorporate relevant innovations. May be responsible for on-call duties and response to emergencies on-site as needed. Knowledge and Skills: Strong understanding of ITIL principles and frameworks. Expert knowledge of ITAM and ITOM services and ongoing operations of Service Management processes. Excellent leadership and team management skills. Outstanding analytical and problem-solving abilities. Exceptional communication and interpersonal skills. Ability to work effectively under pressure and manage multiple priorities. Strong Proficiency in advanced IT service management tools and technologies. High level of initiative and work well in a team environment. Handles stressful situations and deadline pressures well. Familiarity with GxP standards a plus Experience in the biotechnology, biopharmaceutical, or related industries a plus Background in managing a Managed Service Provider (MSP). Education and Experience: Bachelor's degree in technology discipline or equivalent Typically requires 8 years relevant business systems in the Life Sciences industry, or the equivalent combination of education and experience ITIL v3 or v4 Foundation certification Pay Range: $165,600 - $248,400 Disclosure Statement: The range provided is based on what we believe is a reasonable estimate for the base salary pay range for this job at the time of posting. This role is eligible for an annual bonus and annual equity awards. Some roles may also be eligible for overtime pay, in accordance with federal and state requirements. Actual base salary pay will be based on a number of factors, including skills, competencies, experience, and other job-related factors permitted by law. At Vertex, our Total Rewards offerings also include inclusive market-leading benefits to meet our employees wherever they are in their career, financial, family and wellbeing journey while providing flexibility and resources to support their growth and aspirations. From medical, dental and vision benefits to generous paid time off (including a week-long company shutdown in the Summer and the Winter), educational assistance programs including student loan repayment, a generous commuting subsidy, matching charitable donations, 401(k) and so much more. Flex Designation: Hybrid-Eligible Or On-Site Eligible Flex Eligibility Status: In this Hybrid-Eligible role, you can choose to be designated as: 1. Hybrid: work remotely up to two days per week; or select 2. On-Site: work five days per week on-site with ad hoc flexibility. Note: The Flex status for this position is subject to Vertex's Policy on Flex @ Vertex Program and may be changed at any time. Company Information Vertex is a global biotechnology company that invests in scientific innovation. Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law. Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the recruiter or hiring manager, or contact Talent Acquisition at ApplicationAssistance@vrtx.com