Manager, IT Services; Service

We are seeking a strategic, hands-on IT Service Management (ITSM) Leader at the Manager level to design, implement, and manage Service Now-based ITSM processes that align with our business goals and regulatory requirements. The successful candidate will combine strong technical acumen with leadership skills, directly managing the platform as well as guiding managed service providers (MSPs) to deliver best-in-class IT services.

This role is with Avidity Biosciences, Inc.

• Through successful delivery of an ITSM roadmap, this leader will contribute to improving customer service experience and create capacity for service management teams.
• Collaborate with IT leadership, business units, and compliance teams to align services with organizational priorities.
• Develop and execute a comprehensive ITSM strategy aligned with business and regulatory needs.
• Serve as the primary owner of ITSM processes and continuous improvement initiatives.

• Own and manage the configuration, customization, and administration of the Service Now platform.
• Help define the Service Now strategy to support complementary applications such as Moveworks.
• Leverage AI where appropriate to accelerate benefits of the Service Now platform.
• Develop and maintain ITSM modules which may include Incident, Problem, Change, Request, CMDB, and Knowledge Management.
• Implement automation, self-service capabilities, and workflows to improve user experience and service delivery.
• Ensure platform performance, security, and scalability to support current and future needs.

• Work with Site Services leader to oversee day-to-day IT service operations, ensuring SLAs, KPIs, and compliance requirements are met.
• Lead incident management and major incident response processes, ensuring timely resolution and communication.
• Manage relationships and performance of external MSPs and vendors supporting ITSM delivery.
• Define and maintain governance structures, policies, and controls to ensure ITSM process integrity and audit readiness.

• Collaborate with internal IT staff and cross-functional stakeholders such as infrastructure, security and IT business partners on establishing best practices and facilitating process improvement activities where appropriate.
• Foster a service-oriented culture, promoting ITSM best practices and service excellence.
• Follow organizational change management best practices to support teams in adopting new technologies.

• Bachelor’s degree in Information systems, Computer Science, or related field.
• 5+ years of ITSM experience, specifically in Service Now.
• Hands-on experience configuring and administering Service Now in a production environment.
• Deep understanding of ITIL frameworks and life sciences regulatory environments (e.g., GxP, SOX).
• Proven experience managing MSPs and third-party service providers.
• Experience with agile service delivery.
• Passionate about leveraging AI and learning new skills.
• Effective communication and stakeholder management skills.
• Service Now Certified System Administrator or Implementation Specialist is preferred.
• Experience in biotech, pharmaceutical, or medical device organization is preferred.
• Familiarity with quality systems and computerized system validation (CSV) is preferred.

• The base salary range for this role is $155,000 - $170,000. The final compensation will be commensurate with such factors as relevant experience, skillset, internal equity and market factors.
• Avidity offers competitive compensation and benefits, which include the opportunity for annual and spot bonuses, stock options, and RSUs, as well as a 401(k) with an employer match. In addition, the comprehensive wellness program includes coverage for medical, dental, vision, and LTD, and four weeks of time off.
• A commitment to learning and development which includes a variety of programming internally developed by and for Avidity employees, opportunities for job-specific training offered by industry, and an education reimbursement program.

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Internet News
• Location: Hybrid
• FLSA: Exempt