IT Operations & Service Delivery Manager

Job Description

Job Description

 

Overview:

The IT Operations & Service Delivery Manager is responsible for coordinating and improving the daily delivery of IT services across Kuros' global operations. The role serves as the operational focal point for service performance, MSP coordination, ITSM processes, asset management, operational reporting, and compliance follow-up activities. Working closely with the VP Information Technology, CISO, Data Officer, MSP partners, and internal IT specialists, the position helps ensure that IT services are delivered consistently, efficiently, and in accordance with company policies and service expectations. The role supports operational governance, ensuring organizational standards and service expectations are consistently met. This is a full-time, hybrid position based in Alpharetta, GA.

Key Responsibilities:  

IT Service Delivery Management

• Monitor service delivery performance across all Kuros locations.
• Coordinate day-to-day interactions with MSP partners.
• Track service levels, KPIs, and operational performance metrics.
• Identify service improvement opportunities and drive follow-up actions.
• Prepare service review materials and operational dashboards for the VP Information Technology.
• Act as the primary operational contact for service-related matters.

MSP Performance Management

• Organize recurring operational meetings with MSP providers.
• Review ticket queues, aging incidents, and SLA performance.
• Follow up on action items and improvement initiatives.
• Escalate recurring performance concerns to the VP Information Technology.
• Coordinate operational activities between multiple vendors.

Change Management Administration

• Support the VP Information Technology in operating the Change Advisory Board (CAB).
• Maintain the change calendar.
• Coordinate CAB meetings.
• Ensure change requests are documented and reviewed.
• Collect risk assessments and implementation plans.
• Track approved changes and post-implementation reviews.
• Monitor change success metrics.

Incident Coordination & Follow-Up

• Support incident management activities and ensure effective follow-up.
• Track incidents and service disruptions.
• Coordinate investigative and corrective action activities.
• Maintain incident records and reporting.
• Facilitate root cause analysis sessions.
• Track completion of remediation plans.

IT Asset & Endpoint Management

Own operational processes related to:

• Hardware asset tracking
• Software asset inventories
• Device lifecycle coordination
• Endpoint compliance reporting
• Intune operational administration oversight
• License consumption reporting
• Coordinate asset procurement and refresh activities with internal stakeholders and MSP partners.

Operational Compliance Support

• Support compliance initiatives led by the VP Information Technology, CISO, and Data Officer.
• Coordinate evidence collection.
• Track audit actions.
• Follow up remediation activities.
• Maintain documented operational procedures.
• Monitor completion of assigned control activities.

ITSM Process Governance

Maintain and improve operational processes, including:

• Incident Management
• Request Management
• Knowledge Management
• Asset Management
• Change Management administration
• Drive adoption of standardized processes and service management best practices.

Operational Reporting

Prepare operational reporting including:

• SLA performance
• Ticket trends
• Service quality metrics
• Asset compliance status
• Open audit actions
• Vendor performance indicators
• Provide monthly and quarterly reports to the VP Information Technology.

Qualifications:  

• Education:
  • Bachelor's degree in Information Technology, Information Systems, Computer Science, Business Technology, or related field, required.
  • ITIL Foundation or ITIL 4 certification, preferred.
  • Microsoft 365, Azure, or Intune certifications, preferred.
• Experience:
  • Minimum 4-6 years of IT operations and/or service delivery experience.
  • Experience working with MSP-managed environments.
  • Experience with ITSM processes and service reporting.
  • Experience in a regulated industry (medical device, life sciences, pharmaceutical, healthcare, or manufacturing preferred).
  • Experience in Microsoft-centric environments (Microsoft 365, Entra ID, Intune, Azure).

Travel Requirement:

• Ability to travel domestic and international

 

Physical Requirements and Work Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Mobility & Posture : May require occasional sitting, standing, walking, climbing, reaching, bending, or stooping.
• Lifting/Carrying : May require lifting and carrying items 50 pounds or more, depending on the role.
• Manual Dexterity : Frequent use of hands and fingers for typing, writing, grasping, and operating office or job-specific equipment.
• Driving : Some roles may require the ability to operate a motor vehicle for extended periods and maintain a valid driver's license.

Specific requirements may vary by role. Contact an HR representative for details related to the position.

Our credentials

Kuros is a Swiss-headquartered biotech company, listed on the SIX Swiss Stock Exchange since 2016 (under symbol KURN). With additional operations in the Netherlands and the USA, we continue to grow our global team.

To deliver the ideal bone graft, you need the highest quality and quantity of scientific evidence behind it. We believe that this is a key differentiator for Kuros, given the urgent need to advance bone healing.

• Listing on the  SIX Swiss Exchange  under the symbol KURN since 2016
• A commercial & research footprint that spans >20 markets
• Dozens of clinical and scientific expert Advisers
• >25  orthobiologics-related  patents
• >400 patients evaluated  in Level I, randomized controlled clinical trials
• >20  well-controlled  Level I-IV clinical trials initiated , including 6 that are complete1
• Published Level I evidence published in  Spine

Kuros Biosciences is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Kuros Biosciences complies with GDPR and the California Consumer Privacy Act (CCPA). View our CCPA Notice here.