Associate Director, Service Delivery

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Information Technology Regular Full-Time Director New Jersey, Parsippany, NJ, US

6 days ago Requisition

Salary Range: $ To $ Annually

The Associate Director, Service Delivery leads end-user IT service delivery and workplace technology support for Geron, with accountability for service quality, employee experience, executive support, onboarding and offboarding, and managed service provider (MSP) performance. The role serves as the senior escalation point for end-user technology issues, establishes service standards and performance metrics, and drives continuous improvement. The position partners with IT, Human Resources, and business leaders to deliver reliable, responsive services while supporting applicable GxP and SOX requirements through documented, audit-ready processes.

The Associate Director will report to the Senior Director, Information Technology Services and Security Management.

• Serve as the senior escalation point for end-user technology issues, providing hands-on support for complex, high-impact, or executive issues and ensuring effective MSP escalation and ticket documentation
• Oversee end-user device provisioning and lifecycle management, directing the MSP depot and ensuring devices, inventory, spares, and refresh activities meet business needs
• Serve as the onsite IT presence at the Company’s corporate office in Parsippany, NJ supporting employees, visitors, meetings, conference rooms, Teams Rooms, and office events in coordination with Facilities and Office Management
• Provide responsive, white-glove technology support to the Executive Leadership Team, ensuring meeting readiness, proactive issue resolution, discreet handling of requests, and appropriate MSP coverage
• Manage MSP performance and service delivery, including SLAs, ticket quality, staffing, customer satisfaction, operational reviews, and remediation
• Support MSP scope, renewals, and service improvement initiatives to ensure services remain aligned with business needs
• Oversee Information Technology Service Management (ITSM) processes and ticket handling; analyze trends to drive root-cause resolution and service improvement with the MSP
• Establish service standards and KPIs; use performance data and user feedback to drive accountability and continuous improvement
• Coordinate response and stakeholder communications for high-impact end-user incidents through resolution and follow-up
• Develop and maintain support documentation, including knowledge articles, SOPs, runbooks, troubleshooting procedures, known errors, quick-reference guides, and self-service content
• Establish knowledge and documentation standards; ensure applicable procedures meet document control, change control, GxP, SOX, and audit requirements, and MSPs capture reusable solutions
• Own onboarding, offboarding, and new-hire IT orientation with Human Resources, ensuring account and device readiness, timely access removal, training materials, and retained evidence
• Strong hands-on troubleshooting and technical support skills across Windows and macOS devices, mobile devices, Microsoft 365 applications, peripherals, and conference room technologies, including Microsoft Teams Rooms
• Demonstrated experience managing MSPs and technology vendors, including SLA governance, service performance, metrics and KPIs, issue escalation, and continuous improvement
• Strong knowledge of IT service management practices, including incident, request, problem, knowledge, and asset management, with experience using enterprise ITSM platforms
• Strong understanding of GxP and…