Associate Director, Service Delivery

Position Summary

The Associate Director, Service Delivery leads end-user IT service delivery and workplace technology support for Geron, with accountability for service quality, employee experience, executive support, onboarding and offboarding, and managed service provider (MSP) performance. The role serves as the senior escalation point for end-user technology issues, establishes service standards and performance metrics, and drives continuous improvement. The position partners with IT, Human Resources, and business leaders to deliver reliable, responsive services while supporting applicable GxP and SOX requirements through documented, audit-ready processes.

The Associate Director will report to the Senior Director, Information Technology Services and Security Management.

Primary Responsibilities

Serve as the senior escalation point for end-user technology issues, providing hands-on support for complex, high-impact, or executive issues and ensuring effective MSP escalation and ticket documentation
Oversee end-user device provisioning and lifecycle management, directing the MSP depot and ensuring devices, inventory, spares, and refresh activities meet business needs
Serve as the onsite IT presence at the Company’s corporate office in Parsippany, NJ supporting employees, visitors, meetings, conference rooms, Teams Rooms, and office events in coordination with Facilities and Office Management
Provide responsive, white-glove technology support to the Executive Leadership Team, ensuring meeting readiness, proactive issue resolution, discreet handling of requests, and appropriate MSP coverage
Manage MSP performance and service delivery, including SLAs, ticket quality, staffing, customer satisfaction, operational reviews, and remediation
Support MSP scope, renewals, and service improvement initiatives to ensure services remain aligned with business needs
Oversee Information Technology Service Management (ITSM) processes and ticket handling; analyze trends to drive root-cause resolution and service improvement with the MSP
Establish service standards and KPIs; use performance data and user feedback to drive accountability and continuous improvement
Coordinate response and stakeholder communications for high-impact end-user incidents through resolution and follow-up
Develop and maintain support documentation, including knowledge articles, SOPs, runbooks, troubleshooting procedures, known errors, quick-reference guides, and self-service content
Establish knowledge and documentation standards; ensure applicable procedures meet document control, change control, GxP, SOX, and audit requirements, and MSPs capture reusable solutions
Own onboarding, offboarding, and new-hire IT orientation with Human Resources, ensuring account and device readiness, timely access removal, training materials, and retained evidence

Competencies

Strong hands-on troubleshooting and technical support skills across Windows and macOS devices, mobile devices, Microsoft 365 applications, peripherals, and conference room technologies, including Microsoft Teams Rooms
Demonstrated experience managing MSPs and technology vendors, including SLA governance, service performance, metrics and KPIs, issue escalation, and continuous improvement
Strong knowledge of IT service management practices, including incident, request, problem, knowledge, and asset management, with experience using enterprise ITSM platforms
Strong understanding of GxP and SOX requirements as they apply to end-user support, access management, documentation, and audit readiness
Excellent customer service, communication, and presentation skills, including delivering training and providing responsive, discreet, white-glove support to senior executives
Strong analytical, organizational, and problem-solving skills with the ability to identify recurring service issues, drive root-cause resolution, and manage multiple priorities
Ability to remain calm under pressure during high-profile meetings and urgent issues
Ability to work onsite at the Company’s corporate office in Parsippany, NJ at least 3 days per week, with occasional early morning or after-hours support for executive meetings and events

Experience

Bachelor’s degree in computer science, information technology, or related discipline; or equivalent combination of education and experience
Minimum of 7 years of IT support and service delivery experience, including at least 3 years of hands-on end-user support and experience in the biotechnology or pharmaceutical industry
Extensive experience managing MSPs, outsourced support organizations, vendor performance, and SLAs, including provider accountability and KPI management
Proven experience providing discreet, white-glove technology support to C-suite executives and executive assistants
Experience supporting Microsoft Teams Rooms and video conferencing technology
Experience with ITSM platforms and service desk workflows
ITIL 4 Foundation or equivalent service management certification is a plus