Services Manager - Life Sciences

📋 Description

• Lead service delivery and client experience for Life Sciences clients.
• Own SLA performance, incident trends, and proactive improvements.
• Oversee technician utilization and capacity planning (~75% target).
• Coordinate cross-functional teams for escalations and outages.
• Onboard new clients and transition from project to managed services.
• Collaborate with Service Desk, Infrastructure, Cloud, Security teams.

🎯 Requirements

• 5+ years in IT service delivery/management, MSP preferred.
• Direct people management experience (≥2 years).
• Bachelor’s in IT/Business or equivalent experience.
• Hands-on with PSA/RMM tools (ConnectWise, N-able) and automation.
• Knowledge of HIPAA, GxP, FDA 21 CFR Part 11.
• Familiar with ITIL principles; ITIL Foundation preferred or plan to obtain.

🎁 Benefits

• Competitive salary $90,000–$110,000 USD.
• Health/dental/vision, 401(k) match, unlimited PTO.
• Professional development and remote work in the US.
• Opportunities across pharma/biotech/clinical research.
• Leadership role in technical team development.