Dir Service Delivery Management

At Regeneron, we use science and innovation to develop life-changing medicines for people with serious diseases. We are seeking a seasoned Director of Global Network and Compute Service Delivery to own the end-to-end delivery, reliability, governance, and continuous improvement of global network, compute, and storage infrastructure services at a leading biopharmaceutical company. This leader will manage a team of service delivery managers and managed service partners, and will partner with Digital & Technology leadership, network engineering, compute engineering, cybersecurity, cloud, site IT, quality and compliance, and business stakeholders to ensure the network (WAN/SD-WAN, LAN/wireless, data center, cloud connectivity, and internet edge), compute, and storage systems are available, secure, cost-effective, and aligned to business outcomes across R&D, manufacturing, laboratory, and commercial sites worldwide.

This position offers the opportunity to contribute to a fast-growing, science-driven organization making a meaningful difference to patients worldwide.

This is an on-site position 4 days/week, based at our Sleepy Hollow, NY or Warren, NJ offices.

• Own global network service delivery performance, including service availability, incident, problem, change, capacity, and release management, with accountability for SLAs, OLAs, and customer satisfaction across all regions.
• Lead and develop a global service delivery organization, including managers of managers and follow-the-sun coverage; set the operating model, staffing plan, performance goals, and participate with the Service Owners on their development of the succession pipeline for all network, compute, and storage systems.
• Govern managed network and compute service providers, and other vendors, including contract and SLA management, quarterly business reviews, service credit enforcement, and remediation of underperformance.
• Direct major incident response and ensure timely root cause analysis, and drive problem management and corrective actions that reduce repeat incidents and business impact.
• Partner with network and compute engineering, architecture, and cybersecurity to deliver the network, compute, and storage roadmap, ensuring operational readiness as each service transitions into service.
• Ensuring network and compute services meet regulatory and audit requirements for GxP-validated and business-critical environments, including change control, documentation, disaster recovery, and resiliency testing.
• Own the service delivery budget and vendor spend, including forecasting, carrier and circuit cost optimization, managed services invoicing, sourcing strategy, and financial reporting to senior leadership.
• Define and report service metrics, KPIs, risks, and continuous improvement priorities to senior leadership, displaying business value of delivery, and elevate issues appropriately across Digital & Technology and the business.

• 12+ years of experience in IT infrastructure, network operations, or service delivery, including at least five (5) years leading global teams and managing managers.
• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field (master's degree preferred), or equivalent experience.
• Proven track record managing outsourced network and compute services relationships, including contract negotiation, SLA governance, and vendor performance management.
• Experience with Service Now, network monitoring and observability tools (such as Thousand Eyes, Logic Monitor, Solar Winds, Splunk, or Cisco/Meraki dashboards), and AIOps or network automation.
• Strong working knowledge of enterprise network technologies and ITIL-based service management, with solid experience in compute and storage service delivery.
• Demonstrated financial acumen, including budget ownership, vendor cost optimization, and business case development.
• Executive-level communication skills, with the ability to influence senior stakeholders, lead through major incidents, and translating technical issues into business impact.
• Ability to manage multiple priorities across time zones, and to work in US business hours with flexibility for global coverage and on-call escalation in a hybrid model.

Nice to have skills:

• Experience in a regulated life sciences or healthcare environment, including GxP, computer system validation, and SOX-aligned controls.
• Experience leading managed service transitions, global network transformation, and…