Executive Director – ITSM Service Desk

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Precision Medicine Group

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Biotechnology • Healthcare Insurance • Pharmaceuticals

Precision Medicine Group is a global team of experts that specializes in precision medicine, which combines advanced lab sciences, translational informatics, regulatory affairs, payer insights, and marketing communications. The company focuses on overcoming product development and commercialization challenges for pharmaceutical and life sciences clients. Their services include biomarker-driven research and development, as well as commercialization support for life science organizations from launch to product maturity. Precision Medicine Group operates through two main arms: Precision for Medicine and Precision AQ, specializing in clinical and commercial solutions respectively.

1001 - 5000 employees

Founded 2012

🧬 Biotechnology

⚕️ Healthcare Insurance

💊 Pharmaceuticals

💰 $35.2M Venture Round on 2021-03

📋 Description

• Lead global Helpdesk and Service Desk operations, ensuring high-quality end-user support across all regions • Oversee the complete ITSM practice, including Incident, Problem, Major Incident, Change, Request, and Knowledge Management • Establish consistent service delivery standards, governance, and ITIL process maturity across all IT functions • Drive improvements in first-contact resolution, time-to-resolve, ticket quality, knowledge availability, and overall digital employee experience • Own Major Incident Management, including executive communication, collaboration with engineering teams, and post-incident governance • Lead root-cause analysis for recurring issues and ensure corrective actions are executed by responsible technology teams • Partner with PMO to ensure service readiness, support models, and operational transition for new systems and projects • Collaborate closely with Security, Cloud & Infrastructure, End User Compute Service, Engineering, HR, and other teams to drive cross-functional service quality improvements • Serve as the primary executive service liaison for all business units, handling escalations, service reviews, and communication related to support and operations • Oversee the ITSM platform, ensuring data integrity, process alignment, automation, and scalability • Drive self-service, automation, chatbots, AIOps, and workflow digitization to reduce support volume and improve user experience • Manage internal staff and outsourced support partners to ensure consistent service levels globally • Oversee budget planning, vendor management, contract negotiations, and performance reviews for all support-related services • Develop and mentor managers and senior staff, creating a culture of ownership, accountability, and customer-driven service excellence

🎯 Requirements

• Extensive experience (12+ years) in a director level or above role leading IT service delivery, End User Computing, or enterprise support leadership • 7+ years managing global teams, multiple functional areas, or international operations • Demonstrated success implementing and maturing ITIL Incident and Change Management practices, with ITIL Foundations certification • Proven track record of leading teams, managing budgets, and delivering enterprise workplace solutions • Strong expertise in ITIL frameworks and digital workplace platforms, including end-user access management, collaboration, and endpoint services • Demonstrated ability to modernize support operations, optimize processes, and scale global teams effectively

🏖️ Benefits

• Discretionary annual bonus • Health insurance • Retirement savings benefits • Life insurance • Disability benefits • Parental leave • Paid time off for sick leave and vacation