Senior Manager, IT Service Delivery

How will your role help us transform hope into reality?

As a Senior Manager, IT Service Delivery you will lead a team of professionals dedicated to providing exceptional support and services to our global workforce, managing both hardware and software solutions, and driving continuous improvement in end-user experience.

What will you do?

• Lead, mentor, and manage a team of system administrators and helpdesk engineers, ensuring high levels of performance and customer satisfaction.
• Foster a positive team culture focused on collaboration, continuous improvement, and customer service excellence.
• Oversee the management and resolution of all client incidents and service requests, ensuring timely responses and solutions in line with SLAs.
• Act as the point of escalation for complex or critical technical issues, ensuring rapid resolution and client satisfaction.
• Develop, implement, and continuously improve standard operating procedures (SOPs) and workflows for the IT support team.
• Create and maintain knowledge articles to improve team, vendor, and user self-service capabilities
• Establish and monitor metrics to measure the efficiency and effectiveness of end-user technologies and support services.
• Identify and analyze trends in incidents and service requests, using this data to drive process improvements and reduce recurring issues.
• Optimize the use of support tools, ticketing systems, and remote monitoring and management (RMM) platforms to improve team efficiency and service quality
• Collaborate with IT and business stakeholders to identify and deliver productivity solutions that meet the needs of the organization.
• Manage relationships with third-party vendors and service providers, ensuring that they meet the necessary service levels and deliver on time.
• Ensure compliance with corporate standards and policies and manage governance for end-user computing technologies.
• Develop and implement strategies to enhance end-user computing technologies, including PC/Mac hardware, mobile devices, VoIP phone systems, video conferencing tools, and collaboration platforms.
• Perform other responsibilities as assigned.

What minimum qualifications do we require?

• Minimum of 5 years of experience in end-user support, with at least 3 years in a management role.

What additional qualifications will make you a stronger candidate?

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Strong technical knowledge of end-user computing technologies, including hardware, software, and collaboration tools.
• Excellent leadership and team management skills, with a proven track record of leading high-performing teams.
• Strong problem-solving and analytical skills, with the ability to identify and resolve complex issues.
• Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders at all levels of the organization.
• Experience with ITIL or other IT service management frameworks.
• Experience working with and managing an ITSM platform
• Strong understanding of implementing ITIL processes
• Experience working with and managing ServiceNow
• Certifications in relevant technologies, such as Microsoft, Cisco, etc.
• Commitment to our Core Values: Patients First, Thoughtfulness, Urgency, Trust, Optimism

Why Blueprint?

At Blueprint Medicines, we achieve impactful results because of our global crew of compassionate innovators - the Blue Crew. Through authentic relationships and our collective entrepreneurial spirit and action, we are each empowered to take ownership and execute with strategic prioritization. We put trust in our people to break through norms and conventions using their individual strengths and insights, which drives our success.

This is the place where the extraordinary becomes reality, and you could be part of it.

Patients are waiting. Are you ready to make the leap?

Equal Employment Opportunity

At Blueprint Medicines, we foster an environment of fair treatment and full participation for all of our employees as we navigate complex challenges in pursuing our mission to improve the lives of patients. We celebrate our unique differences and varied career and life experiences so that we can sustain our diverse culture and ensure everyone feels accepted. We are committed to non-discrimination, equal employment opportunity, as well as an inclusive recruitment process. We consider all qualified applicants based on merit and without regard to race, color, sex, gender identity, sexual orientation, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, or any other characteristic protected under applicable federal or state law.

We will make reasonable accommodations, absent undue hardship, for qualified individuals with known disabilities. If you are an individual with a disability in need of an accommodation with the application or recruiting process, please reach out toTotalRewards@blueprintmedicines.com. We are also an E-Verify Employer. For more information, please see our EEO Policy Statement, the E-Verify Participation Poster, the Right to Work Poster, and/or the EEO Know Your Rights Poster.

Blueprint Medicines is a global, fully integrated biopharmaceutical company that invents life-changing medicines. We seek to alleviate human suffering by solving important medical problems in two core focus areas: allergy/inflammation and oncology/hematology. Our approach begins by targeting the root causes of disease, using deep scientific knowledge in our core focus areas and drug discovery expertise across multiple therapeutic modalities. We have a proven track record of success with two approved medicines, including bringing our medicine to patients with systemic mastocytosis (SM) in the U.S. and Europe. Leveraging our established research, development, and commercial capability and infrastructure, we now aim to significantly scale our impact by advancing a broad pipeline of programs ranging from early science to advanced clinical trials in mast cell diseases including SM and chronic urticaria, breast cancer and other solid tumors.

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