Senior Director, Infrastructure Operations

Tarrytown, New York
Apr 14, 2018
Required Education
Masters Degree/MBA
Position Type
Full time
Position Summary

Known for its scientific and operational excellence, Regeneron is a leading science-based biopharmaceutical company that discovers, invents, develops, manufactures, and commercializes medicines for the treatment of serious medical conditions. Regeneron commercializes medicines for eye diseases, high LDL-cholesterol, atopic dermatitis and a rare inflammatory condition and has product candidates in development in other areas of high unmet medical need, including rheumatoid arthritis, asthma, pain, cancer and infectious diseases.

The IT Service Delivery Sr Director oversees the IT Infrastructure Run Organization, and the primary owner of the relationship with the managed Services Provider (MSP), responsible for the delivery of high quality service to support the business functions, and ensures Service Support and Service Delivery processes deliver the required services securely and to the contracted service levels. This position is a critical leadership and stakeholder-facing role, that requires excellent communication capabilities and management oversight to ensure that the entire team has clearly established and managed expectations that must be met within the business and with the MSP. This leader will drive the IT team to achieve those expectations to a high standard. This leader is responsible for ensuring that value is achieved as anticipated from the outsourced relationships under management, for everything under infrastructure services. They must ensure that the overall services as expressed in the Statement of Work and related exhibits, and the service levels for outsourced services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the Service Provider are minimized. This leader must also establish the right culture across the Run organization to support these activities and interface with the Build organizations as needed to solve systemic issues. In addition, this team must engage with the IT business facing leaders and the MSP to ensure collaboration and trust that will be reflected in the seamless service delivery to the business in Regeneron

• Responsible for the Management of Service Providers, for quality of Service, and for contractual and financial management of the respective Service areas being managed for Infrastructure Operations.
• Responsible for ensuring the highest level of service availability and efficiency as benchmarked against industry standards and consistent with enterprise goals and constraints and building capability across the Infrastructure Run team to ensure they have the skills and tools necessary to be successful.
• Build a team of service delivery managers at the Manager, Sr Manager, Assoc Director and Director levels capable of maintaining a high performing operational service support functions including but not limited to Service Desk and Deskside Services, End User Computing, Networks, Data Centers, Identity and Access Management, Disaster Recovery, and Unified Communications and Collaboration services.
• Responsible for key ITIL processes (which may include Incident, Request, Change, Release, Capacity, Availability and others), ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
• Ensure and hold accountable all Service Delivery team members as owners of the escalation process, the Service Delivery Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review
• Monitor, control and support all areas of Infrastructure service delivery; ensuring systems, methodologies and procedures are in place and followed
• Champion Service and Support in projects and across your team to develop a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
• Drive organizational accountability and ultimately be accountable for the quality of the end to end infrastructure service and performance of the team and the MSP in doing everything possible to set them up for success; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems. Develop processes for collecting and reviewing growth and demand.
• Ensure consistent and aligned approach is developed for internal and third party service review meetings covering performance, service improvements, quality, security and processes
• Review all recommendations for Service Improvement Plans with the Service Delivery team and the business facing IT leads, and ensure actions are followed through to completion in a timely manner
• Ensure a common process for your Service delivery team to work with internal and third party teams to ensure actions are taken and completed to protect and improve services
• Build internal team review of SP performance. Provide regular and accurate management reporting on IT Service performance
• Provide leadership coaching and management including recruitment, mentoring, training, target setting and performance assessment to the Infrastructure Run organization
• Ensure the Service delivery organization is an ambassador for IT, working across the business to provide effective communication on IT matters and building relationships with other teams to ensure effective and constructive dialogue between departments.


• MBA or Bachelor degree in business or technology management field
• Bachelor's degree in the field of computer science, information systems, or computer engineering.

• 15 years of relevant work experience managing a global IT service delivery organization
• Minimum of 5-8 years managing large scale Managed Services engagement using onshore, near-shore and off-shore resource model
• Experience managing a Managed Services Provider with variable costs structure, and SLA driven financial measures
• Experience of managing IT as a Service, and of leading and mentoring Service Delivery managers and leads
• Experience managing a team through business and operational transformation
• Experience of managing multimillion service contracts, both from a service and financial perspective
• Demonstrable experience of driving Service automation and other best practices to improve operational excellence and user experience
• Practical knowledge of formal outsourcing processes and methodologies
• Ability to work with Service Providers to ensure effective operations and agreed upon service levels.
• Proven negotiation and influencing skills.
• Expert knowledge of ITIL disciplines
• Excellent leadership and people management skills with demonstrable experience of building teams, and managing teams through organizational change
• Excellent written and verbal communication skills
• Excellent customer facing/customer service skills with emonstrated ability to assess customer needs, creatively approach solutions, and decide and influence appropriate courses of action.
• Able to demonstrate a high degree of flexibility including shift and out of hours working
• Excellent organizational skills
• Proven analytical, evaluative, and problem-solving (RCA) abilities.

This is an opportunity to join our select team that is already leading the way in the Pharmaceutical/Biotech industry. Apply today and learn more about Regeneron's unwavering commitment to combining good science & good business.

To all agencies: Please, no phone calls or emails to any employee of Regeneron about this opening. All resumes submitted by search firms/employment agencies to any employee at Regeneron via-email, the internet or in any form and/or method will be deemed the sole property of Regeneron, unless such search firms/employment agencies were engaged by Regeneron for this position and a valid agreement with Regeneron is in place. In the event a candidate who was submitted outside of the Regeneron agency engagement process is hired, no fee or payment of any kind will be paid.

Regeneron is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.

Requisition Number: 13073BR