Senior Manager, End User Experience & Service Operations

Department: M.I.S.

Location:

Waltham Posted:
Company Overview Nova Biomedical is a global leader in advanced analytical and diagnostic technologies supporting healthcare, biotechnology, and life sciences organizations worldwide. Nova relies on secure, reliable, and scalable technology services to support employees, manufacturing operations, research and development, commercial teams, and corporate functions across a global environment.

Position Summary The Senior Manager, End User Experience & Service Operations is responsible for leading Nova Biomedical’s global employee technology experience, service desk operations, end user support, onboarding services, service management practices, device lifecycle coordination, provider governance, and service automation capabilities. This is a hands-on leadership role that combines operational execution, people leadership, vendor governance, executive support, process discipline, and service transformation.

This role is intended for a builder and operator: a leader who can run reliable support services today while modernizing the employee experience through standardization, knowledge management, self-service, workflow automation, intelligent support, and data-driven continuous improvement. The successful candidate will help Nova scale support globally without simply increasing support headcount in proportion to demand.

Role Mission Build and continuously improve Nova Biomedical’s global employee experience capability by delivering responsive support services, seamless onboarding, reliable endpoint lifecycle services, scalable knowledge practices, service automation, and measurable service operations that enable employees to be productive from day one.

Work Architecture View This role follows a work-architecture model: it is organized around outcomes, work streams, and skills rather than a static task list. The role is designed to evolve as employee support, digital workplace services, automation, and AI-assisted service operations become more integrated into daily technology operations.

Core Outcomes Improve employee productivity by reducing friction in technology access, support, and service fulfillment.

Deliver a consistent, measurable, and responsive global service experience.

Improve onboarding, transfer, and offboarding quality through standardization and automation.

Increase self-service adoption and reduce avoidable support demand through knowledge management.

Scale service operations through workflow automation, service intelligence, and partner governance.

Improve operational visibility through service metrics, trend analysis, and continuous improvement.

Primary Work streams Employee Experience & Digital Workplace Services Global Service Desk & End User Support Operations Technology Onboarding & Employee Lifecycle Services Knowledge Management & Self-Service Enablement Device Lifecycle & Workplace Technology Services Provider Governance & Service Accountability Service Automation, Analytics & Continuous Improvement Essential Responsibilities Employee Experience & Digital Workplace Services Own the end-user technology experience across Nova’s global workforce.

Identify and remove friction points that impact employee productivity and service quality.

Partner with business stakeholders to improve adoption, satisfaction, and technology readiness.

Global Service Desk & End User Support Operations Lead global service desk and end user support operations across locations and business functions.

Ensure incidents, requests, escalations, and service interactions are managed consistently and effectively.

Establish operational accountability through service standards, metrics, and escalation practices.

Technology Onboarding & Employee Lifecycle Services Own the…