Job Summary:
Repligen Corporation is a company dedicated to inspiring advances in bioprocessing to improve human health worldwide. They are seeking a Senior Manager, IT Operations to lead global Tier 2 and platform operations, ensuring service stability, operational performance, and user experience across a multi-site environment.
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
• Ensure enterprise patching, endpoint compliance, and secure configuration management
• Manage vendors, managed service providers, and third-party partners, including SLAs and performance
• Contribute to IT operations budgeting, cost control, and resource planning
• Own disaster recovery, business continuity readiness, and capacity planning across global environments
• Partner with manufacturing, laboratory (OT), and cross-functional IT teams to drive reliability, standardization, and continuous improvement
Qualifications:
Required:
• 12+ years of IT experience, including 5+ years leading infrastructure or operations teams
• Proven ability to build, develop, and elevate global technical teams
• Strong hands-on experience with Microsoft Entra ID and Active Directory
• Azure and hybrid infrastructure (AWS experience a plus)
• Endpoint management (Intune; SCCM a plus)
• Enterprise patching, compliance, and device lifecycle management
• Microsoft 365 ecosystem
• Experience with ITSM tools and frameworks (ServiceNow required; ITIL strongly preferred)
• Demonstrated ability to improve operational performance through KPIs, SLAs, and process maturity
• Experience managing vendors and third-party service providers
• Understanding of structure operations in regulated or manufacturing environments.
• Experience with disaster recovery, business continuity, and capacity planning
• Strong leadership, communication, and stakeholder management skills
• Operational mindset with a focus on reliability, scalability, and continuous improvement
• Experience building and scaling high-performing global teams, driving capability growth while fostering a collaborative, service-oriented culture
Preferred:
• Microsoft certifications are a strong plus
Company:
Repligen, a global, bioprocessing-focused life sciences company, provides innovative solutions for the advancement of biotherapeutic manufacturing. Founded in 1981, the company is headquartered in Waltham, USA, with a team of 1001-5000 employees. The company is currently Late Stage.