Manager, IT Service Delivery

Olema Oncology is a clinical-stage biopharmaceutical company committed to transforming the standard of care and improving outcomes for patients living with breast cancer and beyond. With our transformation into a fully integrated oncology company well underway, it’s an exciting time to be part of Team Olema.Our lead product candidate, palazestrant, is a novel, orally available complete estrogen receptor antagonist (CERAN) and selective estrogen receptor degrader (SERD) currently in two pivotal Phase 3 clinical trials. We expect top-line data from OPERA-01, our ongoing Phase 3 trial of palazestrant as a monotherapy in patients with second- or third-line ER+/HER2- metastatic breast cancer (MBC), in Q1 2027 which, if positive, could lead to our first potential approval and commercial launch in 2028. OPERA-02, our Phase 3 trial of palazestrant in combination with ribociblib in patients with frontline ER+/HER2- MBC, is enrolling patients. Together with its mechanism of action, pharmacokinetic properties, and the potential to demonstrate activity in both ESR1 wild-type and mutant tumors, palazestrant could transform the metastatic breast cancer treatment paradigm and provide access to a $15 billion global market opportunity. Our follow-on product candidate, OP-3136, is a potent KAT6 inhibitor with the potential to generate further value and meaningfully impact the metastatic breast cancer treatment landscape – particularly in combination with palazestrant. We recently presented encouraging Phase 1 monotherapy data from this program across multiple solid tumor types, are advancing patient enrollment in the ongoing combination arms in MBC, and expect to initiate a Phase 1 study of OP-3136 in combination with Bayer’s darolutamide in metastatic castration-resistant prostate cancer by the end of this year. Aspiring to transform the metastatic treatment paradigm is an ambitious endeavor that requires a resolute approach to developing better therapies and passionate colleagues dedicated to helping the patients we serve feel better, longer. Team Olema possesses a deep commitment to a shared purpose, the sustained pursuit of excellence, cultivating the courage required to advance our programs, the drive to succeed, and a collective capacity for adaptability through learning, growth, and evolution. We are a small group of nimble self-starters who bring consistency in our quest for the extraordinary every single day. If you’re ready to be part of a tenacious, courageous, agile, and growing team, join us in making a profound impact, together – for our patients, for your career, and for what’s beyond. About the Role >>> Manager IT Service DeliveryAs the Manager, IT Service Delivery reporting to the Sr. Director, IT Infrastructure and Operations you will lead end-user support services for our onsite and remote workforce, and laboratories. This full-time, fully onsite leadership role owns service desk performance, manages onsite staff and Managed Service Provider (MSP) services delivery, hardware assets depot, software licenses, laboratory support, VIP and executive coverage, and the IT onboarding experience. The successful candidate combines strong operational discipline with a service-oriented mindset, driving measurable improvements in employee experience, service quality, and reliability across a fast-paced biotechnology environment. This role is based out of our San Francisco, CA office (fully onsite, five days per week) and may require 10-20% travel. Your work will primarily encompass: Service Delivery & PerformanceOwn the service desk operating model, including ticket triage and prioritization, service-level agreements (SLAs), queue health, escalation practices, and service quality across all support channels. Create and deliver service desk reporting on ticket volume, SLA attainment, backlog, aging, trends, recurring issues, and employee experience, using insights to drive measurable improvements. Define support standards, knowledge management, self-service, automation, and user communications, and lead a continuous-improvement roadmap aligned with business growth and employee needs. People, MSP & Vendor LeadershipLead, coach, and develop onsite and remote support staff, establishing clear roles, coverage, goals, performance expectations, and consistent service practices across locations and time zones. Hold accountability for MSP performance, including SLAs, service quality, staffing coverage, scorecards, service reviews, corrective actions, and continuous improvement. Manage vendor relationships and the escalation queue, ensuring complex issues are assigned to the appropriate technical team or vendor, and are actively tracked, communicated, and resolved. Partner with Infrastructure, Security, Laboratory Operations, Facilities, and business teams to coordinate support, resolve systemic issues, and maintain reliable service delivery. Employee, Executive & Laboratory SupportProvide additional, high-touch coverage for senior leadership, including escalated issues, critical meetings, travel, and priority workplace technology needs. Own the end-to-end IT onboarding experience and new-hire IT orientation, ensuring equipment, accounts, access, communications, and training are ready on time. Own the employee offboarding process and ensure it is completed within required timelines to meet SOX control requirements, including access removal, account disablement, software license reclamation, asset recovery, stakeholder communication, and retention of appropriate audit evidence. Own laboratory support performance for users, instrument-connected workstations, peripherals, and approved applications, coordinating with scientists, IT teams, the MSP, and vendors to minimize disruption to laboratory work. Oversee support for end-user hardware, software, identity and access, collaboration tools, conference rooms, audio-visual (AV) systems, mobile devices, printers, and workplace technology across Windows and macOS environments. Asset & Software License ManagementOwn the hardware asset lifecycle, including forecasting, procurement coordination, receiving, inventory accuracy, deployment, refresh planning, recovery, and secure disposition. Own software license management, including inventory, assignment and reclamation, utilization, renewals, compliance, and cost optimization in partnership with system owners, Procurement, and Finance. Ideal Candidate Profile >>>Knowledge:Bachelor’s degree in IT, computer science, or related field or equivalent experience. Relevant industry certifications, such as ITIL, or Microsoft 365 credentials preferred. Strong knowledge of ITIL-based incidents, requests, problems, and change-management processes and ITSM platforms. Technical proficiency in Windows, macOS, Microsoft 365, networking, cloud services, and endpoint management. Familiarity with laboratory instrumentation, GxP-adjacent support practices, and validated or regulated computing environments preferred. Experience:Minimum of 8 years of progressive end-user support, service desk, or IT operations experience. Experience working in a biotechnology or pharmaceutical environment, including hands-on support for chemistry and/or biologics laboratories, instrument-connected Windows workstations, and laboratory applications. Three or more years leading service desk or end-user support teams, including remote staff, with accountability for service delivery, performance management, support coverage, team development, and stakeholder communication. Demonstrated ownership of MSP and vendor performance, including escalation management, service reviews, SLA reporting, backlog health, corrective actions, and continuous improvement. Experience owning hardware assets and software license lifecycles, including inventory controls, utilization, renewals, compliance, forecasting, and cost optimization. Experience supporting a SOX-controlled environment, including participation in IT general controls and audit evidence of retention. Experience managing service desk performance, including ticket triage and prioritization, SLAs, queue health, escalations, reporting, and continuous improvement. Experience supporting end-user hardware, software, identity and access, collaboration tools, conference rooms, AV systems, mobile devices, printers, and workplace technology across Windows and macOS environments. Experience providing high-touch support to VIPs and executive leadership and managing end-to-end employee onboarding and offboarding. Attributes:Strong operational discipline with a service-oriented mindset. Demonstrated leadership, coaching, and team-development capabilities. Strong ownership and accountability for service quality, performance, and issue resolution. Collaborative and able to partner effectively across Infrastructure, Security, Laboratory Operations, Facilities, business teams, vendors, and managed service providers. Focused on continuous improvement and driving measurable improvements in employee experience, service quality, and reliability. The base pay range for this position is expected to be $115,000 - $135,000annually, however the base pay offered may vary depending on location, market, job related knowledge, skills and capabilities, and experience. The total compensation package for this position also includes equity, bonus, and benefits. #LI-MT1Important Information >>>We provide equal opportunity to all employees and applicants for employment and believe that great ideas and discoveries come from a mix of expertise, background, and experience. Olema is building a culture where the value of difference is celebrated.We offer a competitive compensation and benefits package, seeking to provide an open, flexible, and friendly work environment to empower employees and provide them with a platform to develop their long-term careers. A Summary of Benefits is available for all applicants.Please note: Olema doesn’t accept agency resumes and is not responsible for any fees related to unsolicited resumes. Thank you.Fraud Alert: We are aware of employment scams where individuals pose as representatives of Olema Oncology and make false use of our company name to defraud job seekers. To protect yourself, please note that Olema’s official email addresses end in @olema.com. Our official corporate website is olema.com; our careers page is olema.com/careers; our LinkedIn page is linkedin.com/company/olema-oncology. Please visit these links for official information from Olema. Communication from any other variant is fraudulent. Olema does not conduct interviews via text message/messaging platforms, will not ask you to download anything as part of your interview, will never request any form of payment, provide upfront payments of any kind, and does not make job offers without an in-person interview.