Senior IT Manager, User Experience

About the position

As the Senior IT Manager of User Experience US within our Core Technology Services Team, you will serve as the Regional Service Delivery leader across all Boston Scientific sites in the United States and Canada. This role is responsible for expanding support offerings, improving employee experiences, and advancing continuous service improvement initiatives. You will promote best practices and foster a culture of collaboration, resulting in engaged teams that implement and monitor employee experience technology initiatives.

Responsibilities

• Manage and mentor a team of US Site Managers and Supervisors to deliver high-quality support and effective team communication
• Coordinate regional Service Desk and Deskside Support teams to ensure consistent service delivery
• Build and maintain relationships with IT site leadership and business stakeholders to align support services with user expectations
• Communicate relevant support updates and gather stakeholder feedback to inform service improvements
• Contribute to global Service Desk and Walk-up support strategies in partnership with regional leaders
• Analyze performance metrics to monitor service quality, identify trends, and drive data-informed improvements
• Report team progress against key performance indicators (KPIs) and operational targets
• Oversee the IT support budget, including procurement, vendor contracts, and cost-saving initiatives
• Promote a leadership culture grounded in accountability, feedback, and continuous improvement
• Support direct reports in managing escalated personnel or performance matters
• Partner with cross-functional teams such as PMO, HR, Data/Automation, and Office of IT to align on strategic initiatives
• Share relevant updates with peers using clear, concise communication
• Foster a culture of empathy, inclusivity, and collaboration across teams
• Identify and implement improvements to Deskside and Service Desk services and operational processes
• Contribute to the development and execution of strategic technology roadmaps
• Represent end-user perspectives in change management efforts related to new or modified IT services
• Ensure compliance with applicable regulations, standards, and internal IT governance procedures (e.g., SOX, validation, project management)

Requirements

• Bachelor's degree in Computer Science, Information Systems, or a related field
• Minimum 5 years of experience in IT team management, budget ownership, and service delivery strategy
• Minimum 5 years of experience managing IT projects using ITIL and/or Agile methodologies
• Experience collaborating with global teams and cross-functional stakeholders
• Proficiency in data-driven decision-making, vendor management, and contract negotiation
• Knowledge of customer-centric IT support, automation tools, and continuous improvement practices
• Familiarity with enterprise technologies including AI, Digital Experience Management, and ITSM platforms (ServiceNow required)

Benefits

• 401k
• health_insurance
• dental_insurance
• vision_insurance
• life_insurance
• disability_insurance
• paid_holidays
• paid_volunteer_time
• tuition_reimbursement
• professional_development