Director, Service Delivery Management

Regeneron

. Own global network service delivery performance, including availability, incident, problem, change, capacity, and release management .

Posted 11/11/2026full-timeUnited StatesLead💰 $183,100 - $305,200 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in global service delivery management, focusing on network, compute, and storage systems while ensuring compliance with regulatory standards. Proven ability to lead teams, manage vendor relationships, and drive operational excellence through effective communication and financial oversight.

Highest-signal resume keywords

Global Service Delivery ManagementVendor Performance ManagementITIL-Based Service ManagementBudget OwnershipExecutive-Level Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Network OperationsService DeliveryIncident ManagementProblem ManagementChange ManagementCapacity ManagementRelease ManagementCompute and Storage Service DeliveryAIOpsNetwork Automation

Soft Skills

LeadershipInfluencing Senior StakeholdersManaging Multiple PrioritiesFlexibility for Global Coverage

Tools & Technologies

ServiceNowThousandEyesLogicMonitorSolarWindsSplunkCisco DashboardsMeraki Dashboards

Certifications & Qualifications

ITIL 4 Managing ProfessionalCCNPCCIEPMPLean Six Sigma

Industry Keywords

GxPComputer System ValidationSOX-Aligned ControlsRegulated Life SciencesHealthcare Environment

Tech Stack

Tools & technologies

Cyber SecurityPMPServiceNowSplunk

About the role

Key responsibilities & impact

Own global network service delivery performance, including availability, incident, problem, change, capacity, and release management
Maintain accountability for SLAs, OLAs, and customer satisfaction across all regions
Lead and develop a global service delivery organization, including managers of managers and follow-the-sun coverage
Set the operating model, staffing plan, and performance goals
Partner with Service Owners on succession pipeline development for network, compute, and storage systems
Govern managed network and compute service providers and vendors, including contracts, SLAs, quarterly business reviews, service credits, and remediation
Direct major incident response and ensure timely root cause analysis
Drive problem management and corrective actions to reduce repeat incidents and business impact
Partner with engineering, architecture, and cybersecurity teams to deliver the network, compute, and storage roadmap
Ensure operational readiness as services transition into service
Ensure services meet regulatory and audit requirements for GxP-validated and business-critical environments
Oversee change control, documentation, disaster recovery, and resiliency testing
Own service delivery budget and vendor spend, including forecasting, carrier and circuit cost optimization, managed services invoicing, sourcing strategy, and financial reporting
Define and report service metrics, KPIs, risks, and continuous improvement priorities to senior leadership
Display business value of delivery and escalate issues across Digital & Technology and the business

Requirements

What you’ll need

12+ years of experience in IT infrastructure, network operations, or service delivery
At least 5 years leading global teams and managing managers
Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent experience
Proven experience managing outsourced network and compute services relationships, including contract negotiation, SLA governance, and vendor performance management
Experience with ServiceNow
Experience with network monitoring and observability tools such as ThousandEyes, LogicMonitor, SolarWinds, Splunk, or Cisco/Meraki dashboards
Experience with AIOps or network automation
Strong working knowledge of enterprise network technologies and ITIL-based service management
Solid experience in compute and storage service delivery
Demonstrated financial acumen, including budget ownership, vendor cost optimization, and business case development
Executive-level communication skills and ability to influence senior stakeholders, lead through major incidents, and translate technical issues into business impact
Ability to manage multiple priorities across time zones
Ability to work in US business hours with flexibility for global coverage and on-call escalation
Experience in a regulated life sciences or healthcare environment, including GxP, computer system validation, and SOX-aligned controls (nice to have)
Experience leading managed service transitions, global network transformation, and compute and storage operational readiness (nice to have)
Certifications such as ITIL 4 Managing Professional or Strategic Leader, CCNP/CCIE, PMP, or Lean Six Sigma (nice to have)

Benefits

Comp & perks

Annual bonuses or other incentive plans
Equity awards
Pension or retirement benefits
401(k) company match
Health and wellness programs
Fitness centers
Medical, dental, vision, life and disability insurance benefits
Paid time off
Family support benefits
Reasonable accommodation during the recruitment process where required