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 enduser 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 selfservice capabilities
• Establish and monitor metrics to measure the efficiency and effectiveness of enduser 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 thirdparty 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 enduser computing technologies.
• Develop and implement strategies to enhance enduser 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 enduser support with at least 3 years in a management role.

What additional qualifications will make you a stronger candidate

• Bachelors degree in Information Technology Computer Science or a related field.
• Strong technical knowledge of enduser computing technologies including hardware software and collaboration tools.
• Excellent leadership and team management skills with a proven track record of leading highperforming teams.
• Strong problemsolving 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

Equity Diversity Inclusion and Affirmative Action

At Blueprint Medicines we foster a culture of equity diversity and inclusion. A proud Equal Employment Opportunity and Affirmative Action employer we consider all qualified applicants without regard to race color sex gender identity or expression sexual orientation age religion national origin ancestry ethnicity disability veteran status genetic information or any other characteristic protected under applicable law. We are also an EVerify Employer. 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 to

For more information please see ourEEOAA Policy Statement the EVerify Participation Poster the Right to Work Poster and/or theEEO Know Your Rights Poster as well as ourPay Transparency Statement.

Blueprint Medicines is a global fully integrated biopharmaceutical company that invents lifechanging 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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