Senior Director of IT Infrastructure and Operations, Olema Oncology

• A strong emphasis on user experience, operational metrics, continuous improvement, coaching, team development, and compliance frameworks (e.g., SOX, HIPAA, GDPR, GxP) is essential
• Ensure adherence to regulatory requirements, company policies, and security standards
• Partner with Information Security, Compliance, and Legal to ensure controls necessary for SOX, HIPAA, GDPR, and GxP compliance are in place
• Manage vendor relationships for infrastructure, SaaS applications, and outsourced services
• Foster a high-performance team culture with strong coaching, development, and mentorship practices
• Drive the continuous improvement of ticketing systems such as Fresh Service, including workflows, automation, and reporting
• Serve as a champion for user experience, ensuring IT services are efficient, intuitive, and customer focused
• Act as escalation point for major incidents and critical operational issues
• Evaluate and implement AI-driven tools to improve IT operations, Help Desk automation, and service delivery
• Stay informed of emerging and AI technologies and assess their applicability to enhance infrastructure and user support functions
• Bachelor’s degree in computer science, Information Systems, or a related field required; master's degree preferred
• ITIL Foundation Certification required; ITIL Intermediate or Expert Certification highly preferred
• Additional certifications such as PMP, Six Sigma, or COBIT are advantageous
• Deep understanding of service management principles, and operational excellence practices
• Service, ServiceNow, or Jira Service Management
• Proven success developing IT roadmaps that align technology strategy with business objectives
• Proficiency with modern infrastructure environments, including cloud services (AWS, Azure), SaaS, network management, cyber, endpoint management, and MDM
• 10+ years of progressive IT leadership experience with a strong focus on infrastructure, IT operations, and end-user support, with a minimum of three years of people management experience
• 5+ years directly managing Help Desk or End User Services teams
• Ability to serve as a hands-on technical leader when needed, providing direct support and troubleshooting complex infrastructure or user issues
• High-level coaching, mentorship, and team development skills to build a strong, engaged, and high-performing team
• Demonstrated experience managing compliance requirements within highly regulated environments (SOX, HIPAA, GDPR, GxP)
• Proficient in Microsoft technologies
• Experience with deploying or managing AI technologies in IT operations, such as chatbots, intelligent automation, or predictive analytics
• Experience implementing metrics and reporting to drive Help Desk performance and user satisfaction
• Outstanding communication, organizational, leadership, and customer service skills
• Proven ability to prioritize and manage multiple complex initiatives in a dynamic, fast-paced environment
• Strong commitment to excellence and delivering outstanding user experiences
• Highly analytical and data-driven decision-maker
• Proactive, self-motivated, and results-oriented with a 'bias for action'
• Collaborative team player who thrives in a cross-functional environment
• Flexible and adaptable to evolving business needs and technology trends

Desirable

• As the Senior Director IT Infrastructure and Operations reporting to the Vice President, Information Technology, you will be a critical leader within Olema's IT organization
• This individual will be responsible for overseeing the company's infrastructure and operational IT services with a primary focus on managing and enhancing the Help Desk function
• The role will ensure that user onboarding/offboarding, service delivery, and day-to-day support are executed with excellence and in alignment with ITIL best practices
• Provide strategic leadership and hands-on management of the Infrastructure, Operations, and Help Desk functions
• Lead and mentor the Director of Infrastructure and Help Desk team to deliver outstanding user support and system reliability
• Oversee user onboarding and offboarding processes, ensuring a seamless and compliant user experience
• Implement and manage an ITIL-based service management framework, including incident, request, problem, change, and asset management
• Develop and monitor KPIs and SLAs for Help Desk and IT operations, creating a metrics-driven organization
• Lead the development of IT roadmaps for infrastructure, operations, and end-user services to align with business goals
• Provide hands-on technical leadership when necessary to troubleshoot complex issues and support the team
• Ensure adherence to regulatory requirements, company policies, and security standards
• Partner with Information Security, Compliance, and Legal to ensure controls necessary for SOX, HIPAA, GDPR, and GxP compliance are in place
• Manage vendor relationships for infrastructure, SaaS applications, and outsourced services
• Foster a high-performance team culture with strong coaching, development, and mentorship practices
• Drive the continuous improvement of ticketing systems such as Fresh Service, including workflows, automation, and reporting
• Serve as a champion for user experience, ensuring IT services are efficient, intuitive, and customer focused
• Act as escalation point for major incidents and critical operational issues
• Evaluate and implement AI-driven tools to improve IT operations, Help Desk automation, and service delivery
• Stay informed of emerging and AI technologies and assess their applicability to enhance infrastructure and user support functions