Director, IT Enterprise Service

ABOUT FOUNDATION MEDICINE

Foundation Medicine, Inc. (FMI) began with an idea—to simplify the complex nature of cancer genomics, bringing cutting-edge science and technology to everyday cancer care. Our approach generates insights that help doctors match patients to more treatment options and helps accelerate the development of new therapies. Foundation Medicine is the culmination of talented people coming together to realize an important vision, and the work we do every day impacts real lives.

ABOUT THE JOB

The Director, IT Enterprise Service plans, organizes, and manages team members and operations to ensure stable operation of the IT Service Desk. The position is responsible for developing, maintaining, supporting, and optimizing key functional areas including, but not limited to, Service Desk, End User Computing, Service Management, Service Monitoring, Telecommunication, Audio and Video Systems, Business Application Support Services, and Production Operations. The Director, IT Enterprise Service is empowered to identify, recommend, develop, implement, and support cost-effective technology and service solutions for all aspects of FMI’s global organization.

Key Responsibilities:

Strategy & Planning

• Lead a team in providing service desk services to end users with the highest quality of support and customer service.
• Continuously provide suggestions for new processes or technology in order to create a more effective service for end users.
• Own, manage, and lead all ad-hoc requests, issues, and programs as required for end user technology-related infrastructure services.
• Ensure best practices are established and followed for effective problem resolution for a high availability, 24/7, global environment.
• Partner with stakeholders to define business and systems requirements for new technology implementations.
• Develop, implement, and maintain all key global functional policies and procedures, including those for service desk, monitoring, and service provision, including network operations plans.
• Ensure Incident and Change Control documents are accurate and complete.
• Provide infrastructure services vision, enable innovation, and leverage IT capabilities that can create business value.
• Coordinate with Infrastructure team on comprehensive disaster recovery architecture and operations, including storage area network and redundant, highly available server and network architectures.
• Oversee service and support of end users, computer/server rooms, telecom/VOIP systems, data centers, server operations, and application infrastructure systems.

Acquisition & Deployment

• Analyze existing operations and recommend budget for purchasing improvements and growth for IT Service Desk to meet current and future business operational requirements.
• Conduct research and remain current with the latest technologies and solutions in support of global infrastructure procurement efforts.
• Develop requests for proposals and manage strategic third-party vendors.
• Review and authorize purchase orders.
• Manage spend approvals and budgeting.
• Direct the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including networks, data centers, servers, PCs, operating systems, and associated hardware.

Operational Management

• Manage all aspects of staffing, including recruitment, supervision, scheduling, development, evaluation, and performance feedback across multiple global locations.
• Ensure change management practices conform to FMI-wide standards.
• Establish and maintain regular written and in-person communications with FMI executives, department heads, and end users regarding IT activities.
• Provide data and reporting KPI’s and trends to IT department and others in ad-hoc, weekly, monthly intervals.
• Provide hands-on technical support to staff as needed.
• Provide problem-solving leadership and direct oversight.
• Participate in complex infrastructure implementation, system upgrades, and operational troubleshooting.
• Oversee the operation of help desk team and evaluate performance; ensure customer service is consistently timely and accurate.
• Develop daily, weekly, and monthly reports on help desk team productivity.
• Establish best practices through all technical support process and capabilities.
• Other duties as assigned

QUALIFICATIONS

Basic Qualifications:

• Bachelor’s Degree in Computer Science, Computer Engineering, Information Systems, or similar related field.
• 10+ years of experience in Information Technology in roles with increasing levels of leadership and responsibility.
• 5+ years of experience directly managing teams.

Preferred Qualifications:

• 10+ years of experience in IT Infrastructure Management.
• Strong change management skills and a proven track record of effectively driving organizational change and innovation in building and leading teams in transformational and high-growth environments.
• Experience and strong knowledge of IT Service Management processes.
• Experience in the IT Infrastructure Library (ITIL) processes and working knowledge of IT operations and architecture.
• Proven track record of delivering results and introducing key ITIL disciplines and practical project management techniques to programs.
• Knowledge of the following: Systems Management Platforms, ITIL, ServiceNow, Active Directory, Office 365, Firewall, CISCO switches.
• Experience with integrations into ServiceNow.
• Experience:
  • managing a global service desk
  • deploying technology solutions utilized by a global enterprise
  • in a high-availability, on-call environment
  • with Azure, AWS and other Cloud based Iaas, Saas, and PaaS providers
  • with Windows Server 2012 and Windows 10/8.1 desktop environments
  • within the pharmaceutical, biotechnology, or life science industry
• Awareness of regulatory compliance (SOX, FDA) and role of systems in supporting compliance.
• Entrepreneurial mindset with a bias for action and ability to deal with rapidly changing environments.
• Understanding of business strategy and metrics.
• Exceptional verbal and written communication skills with a demonstrated ability to navigate a complex organization, to generate buy-in for ideas and plans, and to effectively influence with and without authority.
• Excellent organization and multi-tasking skills.
• Agreement to maintain confidentiality as it pertains to sensitive company, employee, and proprietary data and information.
• Customer-focused mindset.
• A value-centric approach, history of assessing requests from a value delivery perspective.
• Understanding of HIPAA and the importance of patient data privacy.
• Commitment to reflect FMI’s values: passion, patients, innovation, and collaboration.

Foundation Medicine is proud to be an Equal Opportunity and Affirmative Action employer and considers all qualified applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity, ancestry, age, or national origin. Further, qualified applicants will not be discriminated against on the basis of disability or protected veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also FMI’s EEO Statement and EEO is the Law and Supplement. If you have a disability or special need that requires accommodation, please let us know by completing this form. (EOE/AAP Employer)