Associate Director, IT End User Services

About BridgeBio

BridgeBio is a biopharmaceutical company founded to discover, create, test, and deliver transformative medicines to treat patients who suffer from genetic diseases and cancers with clear genetic drivers. We bridge the gap between remarkable advancements in genetic science in academic institutions and the delivery of meaningful medicines to patients. Founded in 2015, the company has built a portfolio of 30+ drug development programs ranging from preclinical to late-stage development in multiple therapeutic areas including genetic dermatology, precision oncology, cardiology, endocrinology, neurology, pulmonology, and renal disease, with two approved drugs.

Our focus on scientific excellence and rapid execution aim to translate today’s discoveries into tomorrow’s medicines. We have U.S. offices in San Francisco, Palo Alto, Boston, New York, and Raleigh, with small satellites in other parts of the country. We also have international offices in Montreal, Canada, and Zug, Switzerland, and are expanding across Europe.

To learn more about our story and company culture, visit us at https://bridgebio.com

Who You Are:

We are looking for an Associate Director, IT End User Services to lead our Global Service Desk function. This role will report directly to the Senior Director, IT Operations. The individual will manage an internal team and external partners to deliver a broad range of end-users services related to Incident Management, Problem Management, Service Requests, and Depot Services. This role will provide strategy and leadership to drive a positive end-user experience and satisfaction in a dynamic business environment.

Responsibilities:

• Support our teams to provide a world-class support service organization through collaboration, partnership, and customer service
• Ensure that all service level agreements are met and SOP and/or processes are being followed
• Develop key performance indicators and reporting to drive service optimization through SLAs
• Serve as the escalation point of contact for the management team
• Prepare, monitor, and control the annual department budget to ensure expenditure is in line with the business plan
• Evolve the 5-year IT Roadmap and system inventory, aligning them with the budget process
• Prepare system configuration and deployment cost estimates, budgets, and schedules
• Prepare and presents project proposals to management and business partners
• Lead and facilitate the evaluation/recommendation of new technologies or capabilities that can be applied across the business
• Conduct ongoing research into industry and technology trends; evaluates, summarizes, and presents key trends with the potential to impact IT capabilities
• Select, develop, and evaluate personnel to ensure the efficient operation of the function
No matter your role at BridgeBio, successful team members are:


• Patient Champions, who put patients first and uphold strict ethical standards
• Entrepreneurial Operators, who drive towards practical solutions and have an ownership mindset
• Truth Seekers, who are detailed, rational, and humble problem solvers
• Individuals Who Inspire Excellence in themselves and those around them
• High-quality executors, who execute against goals and milestones with quality, precision, and speed

Education, Experience & Skills Requirements:

• Bachelor’s Degree or a minimum of 10 to 12 years of work experience, including at least 5-6 years in a managerial/leadership role
• Broad IT management experience, with emphasis on Life Sciences-related systems delivery required
• Experience with the use of SDLC methodologies in project delivery required
• Understanding of ITIL processes, governance, and IT frameworks
• Proven expertise in the management of KPIs and Service Level Agreements in the delivery of End User Services
• Understanding of GxP controls, experience in an FDA-regulated environment is preferred
• Experience with ITSM tools such as ServiceNow and ZenDesk
• Experience and track record of transforming the IT Service Desk to improve delivery and customer satisfaction
• Experience extracting IT service data from an ITSM solution for metrics reporting and interpreting metrics that measure support success and service performance
• Excellent analytical skills and the ability to manage multiple projects under strict timelines
• Ability to work directly with business partners and end-users to generate consensus around technical directions
• Ability to analyze complex business problems and evaluate solutions
• Ability to translate complex technical issues into business terms
• Contributes to setting the overall IT department agenda and operating practices
• Works to develop well-rounded personnel via complete and actionable development plans
• Excellent interpersonal, communication, and business partnering skills
• Superior organization, planning, and project management skills
• Strategic mindset with a strong analytical foundation
• Strong communication, negotiation, and presentation skills – verbal and written are required
• Ability to drive continuous improvement across the organization
• Ability to operate in a cross-functional / matrix environment
• High level of personal integrity consistent with BridgeBio’s values

What We Offer:

• Patient Days, where we are fortunate to hear directly from individuals living with the conditions we are seeking to impact throughout the year and learn how we can improve our efforts
• A culture inspired by our values: put patients first, think independently, be radically transparent, every minute counts, and let the science speak
• An unyielding commitment to always putting patients first. Learn more about how we do this here
• A de-centralized model that enables our program teams to focus on advancing science and helping patients. Our affiliate structure is designed to eliminate bureaucracy and put decision-making power in the hands of those closest to the science
• A place where you own the vision – both for your program and your own career path
• A collaborative, fast-paced, data-driven environment where we inspire ourselves and each other to always perform at the top of our game
• Access to learning and development resources to help you get in the best professional shape of your life
• Robust and market competitive compensation & benefits package (Base, Performance Bonus, Equity, health, welfare & retirement programs)
• Flexible PTO
• Rapid career advancement for strong performers
• Potential ability to work on multiple BridgeBio Pharma programs across multiple therapeutic areas over time
• Partnerships with leading institutions
• Commitment to Diversity, Equity & Inclusion – with initiatives like Women at Bridge, we are committed to fostering an inclusive environment where every person feels seen, valued, and heard

We will not accept unsolicited resumes from agencies. Please do not send agency resumes to our website or BridgeBio and affiliating employees.