Role SummaryWe are seeking a seasoned Sr. Manager of Infrastructure & Operations to lead the technical foundation and service delivery of our organization. This role is responsible for the reliability of our systems and the efficiency of our operational workflows. You will be tasked with building robust support structures, managing enterprise collaboration tools, and driving continuous improvement across all IT processes.
Primary Responsibilities- Systems Lifecycle Management: Manage the full lifecycle-including deployment, monitoring, maintenance, development, and upgrades-of all IT systems. This encompasses servers, PCs, operating systems, hardware, software, and peripherals to ensure a stable and high-performing environment.
- Field Support Leadership: You will define SLAs, establish support tiers, and ensure a high standard of service delivery for all employees.
- Service Desk Partnership: Work with the Teir 1 Service Desk Manager to ensure we manage SLAs and continue to improve both service desk and field support performance.
- Application Governance: Act as the primary owner for the administration of key collaboration platforms, specifically Jira, Confluence, SharePoint and local instance of Service Now
- Process Engineering: Conduct deep-dive reviews of existing operational processes. You must be able to diagnose bottlenecks and plan/execute measurable improvements to increase organizational agility.
- Project & Meeting Management: Lead medium-sized infrastructure projects from inception to completion. You will facilitate regular operational meetings, ensuring clear agendas, actionable outcomes, and cross-departmental alignment
- Leadership & Team Development: Lead, mentor, and develop high-performing operational teams across multiple disciplines. Foster a culture of accountability, collaboration, operational discipline, and customer focus. Manage internal resources, contractors, managed service providers, and strategic vendors. Build scalable operational models that balance internal expertise with external flexibility.
- Operational Excellence & Service Reliability: Lead day-to-day IT operations across infrastructure, end-user support, service management, and operational governance. Ensure high availability, performance, reliability, and security of enterprise technology services. Drive incident, problem, and change management processes to minimize operational disruptions. Establish operational standards, service level expectations, and continuous improvement practices. Reduce technical debt and improve operational maturity across the environment.
Education and Required Skills- Bachelors degree in a relevant field
- Industry certifications in Networking, ITIL, and Security is highly desired
- Leadership: 6+ years of experience in IT operations, with at least 3 years in a management or lead role. Experience in a highly regulated or research-intensive environment is a plus.
- Systems Oversight: Proven track record in the end-to-end support and maintenance of diverse hardware and software ecosystems.
- Platform Expertise: Extensive experience in managing and configuring the Atlassian suite (Jira/Confluence) and Microsoft SharePoint environments.
- Infrastructure Knowledge: Strong understanding of server environments, cloud infrastructure, and networking fundamentals.
- Proven experience in building a Helpdesk function from the ground up or leading a significant Helpdesk transformation.
Required Soft Skills:- Operational Discipline: A methodical approach to running meetings and documenting processes.
- Analytical Diagnosis: The ability to look at a workflow and identify exactly where and why it is failing.
- Collaboration: A "builder" mindset with the communication skills to lead technical teams while reporting clearly to executive leadership.
Travel and Location- 5% Out of state travel potential
- This role is hybrid with a requirement of a minimum of 2 days in office per week at our Boston MA location, however at times this may flex to 4-5 days in office for special events.
Salary RangeThe salary range for this role is 152,000 - 173,000 annually. An employee's pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, performance, and business or organizational needs. We may ultimately pay more or less than the posted range, and the range may be modified in the future. Employees in this position are also eligible for Short-Term and Long-Term incentive programs. Servier also offers a competitive and comprehensive benefits package that includes benefits such as medical, dental, vision, flexible time off (Servier provides unlimited sick time and flex time, and does not accrue time off), 401(k), life and disability insurance, recognition programs among other great benefits (all benefits are subject to eligibility requirements). For more information on our benefits, please visit this link.
