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IT Operations and Service Delivery Director
Kuros Biosciences. Establish and lead the IT Operations & Service Delivery team .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Operations and Service Delivery, with a strong focus on ITSM processes, vendor management, and performance metrics. Proven ability to lead teams, manage budgets, and ensure compliance in a multi-location environment.
Highest-signal resume keywords
ITIL 4 Foundation CertificationIT Operations ManagementVendor ManagementService Delivery Performance MonitoringStakeholder Collaboration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
IT Service ManagementIncident ManagementChange ManagementAsset ManagementPerformance MetricsBudget ManagementRoot Cause AnalysisService Level Agreement MonitoringOperational ReportingCompliance Management
Soft Skills
People LeadershipStakeholder ManagementCross-Functional CollaborationAnalytical Problem-SolvingEffective Communication
Tools & Technologies
Microsoft AzureMicrosoft 365Microsoft IntuneITSM ToolsOperational Dashboards
Certifications & Qualifications
ITIL 4 Foundation CertificationAdvanced ITIL CertificationCOBIT CertificationProject Management CertificationInformation Security Certification
Industry Keywords
Service GovernanceContinual Service ImprovementRegulatory ComplianceAudit ReadinessLife-Sciences Environment
Tech Stack
Tools & technologiesAzureITSM
About the role
Key responsibilities & impact- Establish and lead the IT Operations & Service Delivery team
- Lead and coordinate internal and external application specialists
- Manage external IT Service Partners across Kuros locations
- Establish business relationships and ensure seamless stakeholder collaboration
- Manage the IT Operations budget, evaluate spending, and approve invoices
- Host and lead recurring operational meetings with MSP providers
- Follow up on action items and cost improvement initiatives
- Review ticket queues, aging incidents, and SLA performance
- Manage recurring performance concerns and coordinate activities between multiple vendors
- Coordinate day-to-day interactions with MSP partners and act as the primary operational contact for service-related matters
- Monitor service delivery performance across all Kuros locations
- Establish and track service KPIs and operational performance metrics
- Identify service improvement opportunities and drive follow-up actions
- Prepare service review materials and operational dashboards for the Head of IT
- Maintain and improve ITSM processes aligned with service management best practices, including incident, change request, IT asset and endpoint, and identity and access management
- Track incidents and service disruptions, maintain incident records and reporting, facilitate root cause analysis sessions, and track remediation plans
- Support investigative and corrective actions for severe incidents in coordination with the CISO and Head of IT
- Support the Head of IT in operating the Change Advisory Board
- Maintain the change calendar, coordinate CAB meetings, document and review change requests, collect risk assessments and implementation plans, and track approved changes and post-implementation reviews
- Monitor change success metrics
- Own hardware asset tracking, software asset inventories, device lifecycle coordination, endpoint compliance reporting, Intune operational administration oversight, and license consumption reporting
- Coordinate asset procurement and refresh activities with internal stakeholders and MSP partners
- Support compliance initiatives, coordinate IT-related evidence collection for audits, track audit actions, follow up remediation, maintain documented operational procedures, and monitor assigned control activities
- Provide regular operational reporting to the Head of IT on SLA performance, ticket trends, service quality metrics, asset compliance, open audit actions, and vendor performance indicators
Requirements
What you’ll need- Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field
- ITIL 4 Foundation certification required or must be obtained within an agreed period after joining
- Minimum of 8 years of relevant experience in IT operations, infrastructure, service delivery, or IT service management
- At least 3 years of leadership experience, including responsibility for internal teams, external service providers, or application specialists
- Proven experience managing IT services across multiple locations or countries
- Strong experience in MSP and vendor governance, including SLA monitoring, service reviews, escalations, and cost management
- Practical experience implementing and improving ITSM processes, particularly incident, problem, change, asset, and endpoint management
- Experience coordinating major incidents, root cause analyses, remediation plans, and Change Advisory Board activities
- Experience defining service KPIs, preparing operational dashboards, managing budgets, and reporting to senior leadership
- Experience supporting audits and compliance activities
- Strong people leadership, stakeholder management, and cross-functional collaboration skills
- Solid knowledge of ITIL principles, ITSM processes, service governance, and continual service improvement
- Strong MSP and vendor management capabilities, including performance, contract, escalation, and commercial management
- Ability to translate strategic priorities into structured operational plans, clear accountability, and measurable results
- Strong analytical, problem-solving, financial-management, and decision-oriented reporting skills
- Sound understanding of operational controls, audit readiness, information security, data privacy, and regulatory compliance
- Structured, pragmatic, service-oriented, and hands-on working style with a high degree of ownership and follow-through
- Excellent written and verbal communication skills in English
- Experience in a regulated or life-sciences environment is strongly preferred
- Advanced ITIL, COBIT, project management, information security, or vendor management certification is advantageous
- Microsoft Azure, Microsoft 365, or Microsoft Intune certifications are beneficial
- Master’s degree in a relevant discipline is an advantage but not required
Benefits
Comp & perks- Competitive salary
- Opportunities for career growth
- Positive and collaborative working environment
- International, innovative company with a diverse and energetic team
- Contributing to the development of life-changing products