Flagship Pioneering is a life sciences innovation enterprise that creates and funds breakthrough companies developing pioneering biotechnologies. Our ecosystem thrives on innovation, and our security strategy is fundamental to protecting our intellectual property and enabling cutting-edge scientific discovery.

Position Overview

Flagship Pioneering is seeking a dynamic and strategic Associate Director, IT Service Delivery for Portfolio Companies to serve as an IT Service Delivery Manager across our portfolio of early-stage ventures. IT Service Delivery Management is a function focused on the operational aspects of delivering IT services, ensuring they are reliable, efficient, and aligned with business needs. This role provides hands-on operational and leadership support, project execution, and vendor governance for 30+ Flagship-founded companies spanning pre-launch, ProtoCo, and NewCo phases.

Reporting to the Director of Service Delivery, the Associate Director will support the shape, and execute the delivery of IT solutions tailored to each company’s growth stage, ensuring scalable infrastructure, seamless lifecycle transitions, and operational alignment with enterprise standards. The successful candidate will balance strategic guidance with tactical execution, partnering across HR, Finance, Operations, and Lab IT to drive technology adoption and operational excellence.

Key Responsibilities

IT Service Delivery Leadership

• Act as an IT Service Delivery Manager for a portfolio of early-stage ventures, providing operational support, infrastructure planning, and vendor oversight.
• Serve as an escalation point for portfolio companies and core IT vendors, ensuring timely resolution of IT Service Tickets and transparent communication.
• Deliver frequency based IT Operational Health Metrics to appropriate leadership stakeholders, surfacing risks, opportunities, and continuous improvement initiatives.
• Support IT service execution for company lifecycle events, including:

• New company launches
• Rebrands and name changes
• Mergers and organizational transitions
• Facilities fit-outs, relocations, and shutdowns
• Ensure seamless infrastructure delivery, compliance alignment, and employee onboarding during transitions.

Vendor & Service Management

• Govern vendor relationships ensuring performance benchmarks are met with strong customer satisfaction.
• Lead recurring vendor operational reviews, ensuring service-level adherence, contract compliance, and alignment with evolving business needs.

• Coordinate resource allocation and staffing plans across multiple companies and projects in partnership with internal teams.

Cross-Functional Collaboration

• Partner with the Digital Business Partnership Team to share institutional knowledge, mentor new leaders, and provide consultative operational support.
• Collaborate with HR to enhance new hire onboarding and IT readiness, and with Finance to review and approve IT invoices across the portfolio.
• Engage with Lab IT, Legal, InfoSec, and GRC teams to align technology operations with compliance, security, and governance standards.

Governance, Documentation & Compliance

• Author and maintain SOPs, user guides, and IT documentation for internal knowledge systems.
• Ensure operational practices adhere to security and compliance requirements, flagging risks and partnering with GRC teams on remediation.

Reporting & Continuous Improvement

• Generate operational reports, trend analyses, and recommendations to improve service delivery.
• Champion process efficiency, automation opportunities, and user experience enhancements across enterprise IT services.

Qualifications and Experience

• 10+ years in IT operations, infrastructure, or service delivery roles, including 3–5 years in a leadership position.
• Proven success supporting multiple organizations simultaneously, ideally in startup or high-growth environments.
• Strong vendor management and contract governance expertise.
• Experience with IT lifecycle programs (launches, mergers, shutdowns, rebrands) and infrastructure deployments.
• Familiarity with SaaS platforms, collaboration tools, AV/networking systems, and ITSM practices.
• Excellent cross-functional collaboration and communication skills, with the ability to influence at all organizational levels.

Desired Skills and Attributes

• Strategic thinker with the ability to balance tactical execution.
• Skilled collaborator with high emotional intelligence and a mentoring mindset.
• Strong documentation, organizational, and reporting abilities.
• Comfortable navigating ambiguity and managing multiple concurrent priorities.

Location & Reporting

• Location: Cambridge, MA (on-site expectations of 4+ days).
• Reports to: Director of Service Delivery.
• Travel: <10%, primarily to Flagship-founded company sites.
• Direct Reports: None initially, with direct vendor management

Flagship Pioneering and our ecosystem companies are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

Recruitment & Staffing Agencies:  Flagship Pioneering and its affiliated Flagship Lab companies (collectively, “FSP”) do not accept unsolicited resumes from any source other than candidates.  The submission of unsolicited resumes by recruitment or staffing agencies to FSP or its employees is strictly prohibited unless contacted directly by Flagship Pioneering’s internal Talent Acquisition team.   Any resume submitted by an agency in the absence of a signed agreement will automatically become the property of FSP, and FSP will not owe any referral or other fees with respect thereto.

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