Senior Manager, IT Operations

Responsibilities

• Lead and develop a global IT operations team, driving accountability, performance, and service excellence
• Own service delivery performance, including MTTR, SLAs, backlog, and end-user satisfaction
• Establish and enforce a clear Tier 1 / Tier 2 / Tier 3 operating model
• Lead major incident management and drive timely resolution and root cause analysis
• Mature and enforce ITIL processes (incident, problem, and change management) using ServiceNow
• Define and track operational KPIs and reporting to provide visibility into service performance
• Oversee hybrid structure operations across Azure and on-prem environments
• Manage identity services across Active Directory and Microsoft Entra ID
• Lead endpoint and device management strategy, including Intune, SCCM, and Autopilot
• Manage vendors, managed service providers, and third-party partners
• Own disaster recovery, business continuity readiness, and capacity planning

Requirements

• 12+ years of IT experience, including 5+ years leading infrastructure or operations teams
• Strong hands-on experience with Microsoft Entra ID and Active Directory
• Expertise in Azure and hybrid infrastructure
• Proficiency in endpoint management (Intune; SCCM a plus)
• Experience with ITSM tools and frameworks (ServiceNow required; ITIL strongly preferred)
• Demonstrated ability to improve operational performance through KPIs and SLAs
• Experience managing vendors and third-party service providers
• Understanding of structure operations in regulated or manufacturing environments

Preferred Qualifications

• Microsoft certifications
• Experience with AWS
• Experience building and scaling high-performing global teams

About the Company

Repligen is a bioprocessing leader dedicated to inspiring advances in the production of biologic drugs that improve human health worldwide. We foster a culture of purpose, collaboration, and shared success, providing innovative technologies and solutions that set new standards in the industry.