Senior Director, IT Optimization and Digital Experience

The Broad Institute of MIT and Harvard is a research organization that convenes a community of researchers from across many disciplines and partner institutions—MIT, Harvard, and Harvard-affiliated hospitals. The Enterprise Technology team believes exceptional people produce exceptional products and services. We are committed to building the best team we can in service of the Institute's mission of "Accelerating the Understanding and Treatment of Disease."

Our team of highly accomplished technical experts work with 1000’s of Broad researchers to create, scale, and run a wide range of technology solutions. We are always looking for committed, mission-driven individuals to bring new viewpoints, experiences, and creativity to the team. We are seeking driven candidates who are motivated to learn new technologies and are willing to take on challenges with enthusiasm.

As part of the Enterprise Technology Leadership Team, 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 will directly manage a team of 2-4 senior leaders in delivery of these services with the focus on providing relevant solutions, educating and building awareness with end users and driving adoption across the enterprise.

This role is responsible for end to end operational strategy, development and service ownership of the following services:

• Provisioning and persona management Collaboration & Productivity Slack, O365, G-Suite, Zoom,etc..
• A/V ( rooms & events ) Service / Help Desk End User Support ( BITS Stop )
• Executive Support Endpoint Device Management compute & mobile laptop imaging and maintenance
• asset management
• Print Services
• ITIL process creation & adoption
• Development and delivery of CSAT reporting metrics

The role works proactively with leaders of all levels across IT, managing issues while maintaining exceptional end user experience.

• Ensure services are always available, improve services and processes, and manage risks effectively.
• Resolve incidents and requests quickly while minimizing disruption for users.
• Use project management and IT service management skills to boost team collaboration and productivity, and support global client and customer events.

Primary Job Scope

Responsible for defining and executing the infrastructure operations strategy, end user, and desk side services, policies, and standards to support the business goals and mitigate risk.

• Monitors accessibility of applications or services to ensure infrastructure is scalable and flexible to adapt to changing business needs and technological advancements.
• Oversees 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.
• Evaluate and select vendors and technology partners that provide the best value and support for BITS.
• Identify and implement industry aligned “metrics that matter” 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.
• Actively engage the Senior IT Leadership Team to collaborate 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, database, 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
• Manages global service desk, ITSM and service management
• Management of database team supporting business critical applications, general understanding of Oracle, SQL, other database technologies.
• Manage executive support team that provides “white glove” support.
• Ensures Corporate IT incidents are resolved in a timely and cost-effective manner; Manage escalations to the highest levels of satisfaction
• Promotes adoption of business enablement tools such as chat, portals, self-help, collaboration, and video conferencing to enhance the end user experience
• Stay informed of the latest technology trends and develop business cases in collaboration with other leaders in BITS.
• Develop functional goals and objectives

Education And Experience You’ll Bring

• 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
• Ability to bring insight, knowledge, best practices and feedback to strategic discussions
• 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.

The Broad will not provide sponsorship for this opportunity.