Director, IT Service Delivery

  • Rockville, MD, USA
  • Full-time
  • Department: IT

Company Description

Our Mission

Aurinia exists to make a difference in transforming people’s lives by delivering innovative treatments to patients living with serious, rare autoimmune and inflammatory diseases. From the earliest days of the company, we’ve applied an inventive, thoughtful, and responsible approach to developing therapies for people in need. Through our dedication, we relentlessly preserve and execute with integrity to reach our main objective, to improve patients’ health. In addition to driving adoption of our approved therapy, LUPKYNIS™, for appropriate people with lupus nephritis, we are also actively pursuing a broader portfolio of innovative drugs for autoimmune disease.

Our strategy leverages the skills and knowledge of our incredible team and our deep experience in principled drug development and commercialization. Aurinia provides a working environment where individuals can thrive in a professional, creative, and inspirational atmosphere. Together, we are driven to make an impact for our patient communities as advocates and partners in innovation.

Job Description

The Director of IT Service Management will report to the Vice President of Information Technology Services and Chief Information Officer. The position provides leadership for a central department within the division of Information Technology Services.

This position will be responsible for championing best practices and managing a team for the development of service management processes based on ITSM constructs. The Director is responsible for driving the following initiatives:

· Define and implement a strategy to drive adoption of service management and operational best practices relevant for Aurinia information and technology services.
· Evolve the maturity of the IT Service Delivery function.
· Ensure all service management processes enable IT service agility.
· Create an environment that supports customer self-service and automation of routine service requests.
· Foster continuous service delivery optimization and improvement.
· Identify resources and sourcing of service management operations support.
· Develop self-auditing and compliance capabilities around ITSM procedures.
· Develop and implement a strategy and roadmap for organizational excellence in the application of ITSM services, procedures and tools.

Primary Responsibilities:
Directs the IT Operations and IT Service Desk functions.
Oversees strategic sourcing, partnerships and vendor performance management
Defines enterprise architecture and standards
Plans, manages, and directs the budget process for new technology initiatives
Acts as an escalation point for the IT Operations and IT Service Desk functions
Represents IT Service Delivery on the IT Leadership team
Represents IT Service Delivery on Security and Risk Management team
Oversees and supports the cross functional product/program management teams
Manages the definition and monitoring of KPIs related to IT business value and IT performance related to IT Service Delivery functions.
Conducts workforce planning and development for responsible functions
Coaches, mentors and develops direct reports and high potential staff
Oversees regulatory compliance within the scope of IT Service Delivery


Bachelor’s degree or equivalent in a relevant discipline
5 years + experience in a management/leadership role
10 years + experience working in the pharmaceutical industry 
Understanding of a commercial organizations’ needs
Proven experience in consistently achieving results, even under tough circumstances
Strong interpersonal skills to balance expectations with business requirements
Demonstrated leadership, supervisory, planning and change management skills
Leads with an innovative and continuous improvement mindset; able to call on business sense and analytical skills to develop new ideas and solutions
Comfort in working with senior management and employees at all levels

Additional Information

All candidate information will be kept confidential according to EEO guidelines.

Videos To Watch