Manager, IT Service Delivery
Full Job Posting
Experience
- Minimum of 8 years of progressive end-user support, service desk, or IT operations experience.
- Experience working in a biotechnology or pharmaceutical environment, including hands-on support for chemistry and/or biologics laboratories, instrument-connected Windows workstations, and laboratory applications.
- Three or more years leading service desk or end-user support teams, including remote staff, with accountability for service delivery, performance management, support coverage, team development, and stakeholder communication.
- Demonstrated ownership of MSP and vendor performance, including escalation management, service reviews, SLA reporting, backlog health, corrective actions, and continuous improvement.
- Experience owning hardware assets and software license lifecycles, including inventory controls, utilization, renewals, compliance, forecasting, and cost optimization.
- Experience supporting a SOX-controlled environment, including participation in IT general controls and audit evidence of retention.
- Experience managing service desk performance, including ticket triage and prioritization, SLAs, queue health, escalations, reporting, and continuous improvement.
- Experience supporting end-user hardware, software, identity and access, collaboration tools, conference rooms, AV systems, mobile devices, printers, and workplace technology across Windows and macOS environments.
- Experience providing high-touch support to VIPs and executive leadership and managing end-to-end employee onboarding and offboarding.
- Attributes:
- Strong operational discipline with a service-oriented mindset.
- Demonstrated leadership, coaching, and team-development capabilities.
- Strong ownership and accountability for service quality, performance, and issue resolution.
- Collaborative and able to partner effectively across Infrastructure, Security, Laboratory Operations, Facilities, business teams, vendors, and managed service providers.
- Focused on continuous improvement and driving measurable improvements in employee experience, service quality, and reliability.
- The base pay range for this position is expected to be $115,000 - $135,000 annually, however the base pay offered may vary depending on location, market, job related knowledge, skills and capabilities, and experience. The total compensation package for this position also includes equity, bonus, and benefits.
- Important Information >>>
- We provide equal opportunity to all employees and applicants for employment and believe that great ideas and discoveries come from a mix of expertise, background, and experience. Olema is building a culture where the value of difference is celebrated.
- We offer a competitive compensation and benefits package, seeking to provide an open, flexible, and friendly work environment to empower employees and provide them with a platform to develop their long-term careers. A Summary of Benefits is available for all applicants.
- Please note: Olema doesn’t accept agency resumes and is not responsible for any fees related to unsolicited resumes. Thank you.
- Fraud Alert: We are aware of employment scams where individuals pose as representatives of Olema Oncology and make false use of our company name to defraud job seekers. To protect yourself, please note that Olema’s official email addresses end in @olema.com. Our official corporate website is olema.com; our careers page is olema.com/careers; our LinkedIn page is linkedin.com/company/olema-oncology. Please visit these links for official information from Olema. Communication from any other variant is fraudulent. Olema does not conduct interviews via text message/messaging platforms, will not ask you to download anything as part of your interview, will never request any form of payment, provide upfront payments of any kind, and does not make job offers without an in-person interview.
Preferred Qualifications
- The base pay range for this position is expected to be $115,000 - $135,000 annually, however the base pay offered may vary depending on location, market, job related knowledge, skills and capabilities, and experience. The total compensation package for this position also includes equity, bonus, and benefits.
About Olema Oncology
Clinical-stage biopharmaceutical company developing targeted therapies for patients with metastatic breast cancer and other solid tumors.
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