Senior Technical Program Manager, IT Service Management

About the Role

Key Responsibilities

• Assess and transform IT Service Management at Moderna by rebuilding ITSM processes and recommending technical enablement and controls in ServiceNow and other systems (eg Jira, AWS, etc) in collaboration with technical partners
• Deliver and execute on a prioritized roadmap that drives best practices and educates IT, Digital operations teams, and business stakeholders
• Translate business needs and operational challenges into process improvements and technical enablement opportunities in ServiceNow, focusing on automation, scalability, and data-driven improvements
• Work with operations team members and leaders across Help Desk, AV support, Endpoint Engineering, Identity and Access Management, ServiceNow, Builder Tools & Platforms, Security Automation and Tooling, Cloud, Network, Compute & Storage (on-prem) to deliver seamless and compliant ITSM capabilities
• Lead the definition of KPIs, SLAs, and value delivery metrics by collaborating with IT and business stakeholders; oversee implementation through technical partners to enable visibility and continuous improvement across ITSM and digital workflows
• Ensure governance and change control standards are enforced while promoting innovation and operational agility
• Drive a culture of continuous service improvement and operational excellence by embedding feedback loops and ensuring platforms evolve with business needs
• Act as a thought leader in ITSM by contributing to architecture discussions, best practices, and long-term strategy
• Take a structured, data-driven, and risk-based approach to program scoping, execution, and reporting
• Kick off and successfully manage multiple, simultaneous, complex, high visibility workstreams with full ownership, effective collaboration, and good process
• Build processes, templates, and structure, or leverage existing ones as appropriate
• Measure program success (or lack thereof) and risks using data and facts
• Provide balanced risk remediation strategies and recommendations and drive risk mitigation
• Develop and maintain close stakeholder relationships and build influence to drive the appropriate outcomes across Moderna
• Provide clear, accurate, consistent, useful, and timely communications
• Advance good technology and security practices and culture
• Actively contribute to creating a more inclusive culture and environment at Moderna; endorse, create, and maintain antiracist policies and processes

Requirements

• 8+ years of program management experience, preferably in IT service management/operations
• Demonstrated technical depth, problem-solving capabilities, and stakeholder management skills
• Demonstrated experience implementing or managing ITIL processes at scale
• Experience in running programs within a cross-functional, global team of mixed engineering, architecture, and operations
• Ability to successfully scope and drive complex and multi-workstream programs in a structured, risk-considerate, data-driven fashion
• Strong listener with the ability to deeply understand, ask the right questions, and proactively pursue constructive feedback
• Ability to drive pragmatic, data-driven prioritization

Nice to Have

• ITIL v3/v4 certification
• Experience in a regulated industry such as biotech, pharma, or healthcare
• Experience with GxP environments and regulatory requirements
• Familiarity with GAMP
• Hands-on experience with ServiceNow
• Deep familiarity with Agile methodologies (Kanban, Scrum)

Benefits & Perks

• Best-in-class healthcare coverage, plus a suite of voluntary benefit programs to support your unique needs
• A holistic approach to well-being, with access to fitness, mindfulness, and mental health support
• Lifestyle Spending Accounts to personalize your well-being journey
• Family planning and adoption benefits
• Generous paid time off, including vacation, volunteer days, sabbatical, global recharge days, and a discretionary year-end shutdown
• Savings and investment opportunities
• Location-specific perks and extras