Precision Medicine Group ยท 1 day ago
ITIL Operations Manager
United States
Full-time
Remote
Senior Level
$111K/yr - $166K/yr
5+ years expPrecision Medicine Group is seeking an ITIL Operations Manager responsible for the design, implementation, and ongoing operation of ITIL-based Incident and Change Management processes. This role ensures operational stability, drives continuous improvement, and partners with technical and business stakeholders to promote standardized service management practices across the IT organization.
BiotechnologyHealth Care
Responsibilities
Lead and mature the end-to-end Incident Management process to ensure timely resolution of service disruptions
Oversee major incident response, including mobilizing cross-functional teams, communicating status updates, and ensuring proper root cause analysis and post-incident reviews
Monitor incident trends, identify recurring issues, and drive corrective and preventative actions
Manage the Change Management lifecycle, including assessment, approval, scheduling, and governance of all IT changes
Chair the Change Advisory Board (CAB) and ensure changes follow standardized risk, impact, and dependency analysis
Reduce change-related incidents by improving change quality, documentation, and readiness activities
Define, track, and report on key performance indicators across Incident, Change, and Onboarding processes
Establish onboarding KPIs such as laptop delivery time, account creation time, and application access provisioning time, ensuring they align with organizational SLAs and user experience goals
Implement dashboards and reporting for KPI performance, trend analysis, and continuous improvement initiatives
Drive accountability by setting measurable targets and partnering with teams to achieve or exceed benchmarks
Define, maintain, and communicate ITIL process documentation, standards, and KPIs
Partner with Infrastructure, Applications, Security, and Service Desk teams to ensure process adherence and seamless operations
Implement dashboards and reporting for incident and change performance, service health, and SLA measurements
Drive continuous improvement initiatives aligned with industry best practices and organizational goals
Act as the primary point of contact for IT leaders, business stakeholders, and vendors regarding incident and change activities
Deliver executive-level reporting that highlights trends, risks, and operational insights
Educate teams on ITIL best practices and promote a culture of disciplined service management
Partner with HR and departmental leadership to support the onboarding of new employees, ensuring proper access provisioning, technology readiness, and orientation to ITSM processes, tools, and operational expectations
Monitor onboarding performance against defined KPIs and implement improvements to enhance employee experience
Qualification
Required
5+ years of experience in IT Service Management, IT Operations, or related fields
5+ years in a leadership supervisory or managerial role
Strong knowledge of ITIL frameworks with hands-on Incident and Change Management experience
Experience running Major Incident bridges and Change Advisory Boards (CAB)
Excellent communication, analytical, and stakeholder management skills
Preferred
Bachelor's degree in Computer Science, Information Systems, or equivalent professional experience
Professional certifications such as ITIL Foundations or ITIL Service Delivery
Experience with ITSM frameworks, HIPPA principles, and service delivery in regulated industries
Benefits
Discretionary annual bonus
Health insurance
Retirement savings benefits
Life insurance
Disability benefits
Parental leave
Paid time off for sick leave and vacation
Company
Precision Medicine Group
We founded Precision Medicine Group in 2012 because we believed there was a transformational opportunity to improve the process of bringing new drugs to market.
1001-5000 employees
H1B Sponsorship
Precision Medicine Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (3)
2022 (2)
2021 (1)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Mark Clein
Co-Founder & Chief Executive Officer
Matt DeZee
Chief Financial Officer
Company data provided by crunchbase