Manager, IT Services (Service Now) - BioSpace : Job Details

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Job TitleManager, IT Services (Service Now)Location:HybridFlsaPosition type:Full timeExemptDepartmentFinance ID:6405 - IT Enterprise Delivery9180-2025-2Strive to Bring a Profound Difference to our PatientsAt Avidity Biosciences, we are passionate about the impact of every employee in realizing our vision of improving people's lives by delivering a new class of RNA therapeutics. Avidity is revolutionizing the field of RNA with its proprietary AOCs, which are designed to combine the specificity of monoclonal antibodies with the precision of oligonucleotide therapies to address targets and diseases previously unreachable with existing RNA therapies. If you are a committed, solution-oriented thinker, join us in making a difference and become part of our growing culture that is integrated, collaborative, agile and focused on the needs of patients.Avidity Biosciences, Inc.'s mission is to profoundly improve people's lives by delivering a new class of RNA therapeutics - Antibody Oligonucleotide Conjugates (AOCs). Utilizing its proprietary AOC platform, Avidity demonstrated the first-ever successful targeted delivery of RNA into muscle and is leading the field with clinical development programs for three rare muscle diseases: myotonic dystrophy type 1 (DM1), Duchenne muscular dystrophy (DMD) and facioscapulohumeral muscular dystrophy (FSHD). Avidity is broadening the reach of AOCs with its advancing and expanding pipeline, including programs in cardiology and immunology through internal discovery efforts and key partnerships. Avidity is headquartered in San Diego, CA. For more information about our AOC platform, clinical development pipeline, and people, please visit www.aviditybiosciences.com and engage with us on LinkedIn and Twitter.The OpportunityWe are seeking a strategic, hands-on IT Service Management (ITSM) Leader to join us at the Manager level and drive our vision, strategy, and operational execution. This role will be instrumental in designing, implementing, and managing ServiceNow-based ITSM processes that align with our business goals and regulatory requirements. The successful candidate will combine strong technical acumen with leadership skills, directly managing the platform as well as guiding managed service providers (MSPs) to deliver best-in-class IT services.What You Will Contribute

• Through successful delivery of an ITSM roadmap, this leader will contribute to improving customer service experience and create capacity for service management teams.
• Collaborate with IT leadership, business units, and compliance teams to align services with organizational priorities.
• Develop and execute a comprehensive ITSM strategy aligned with business and regulatory needs.
• Serve as the primary owner of ITSM processes and continuous improvement initiatives.

ServiceNow Management

• Own and manage the configuration, customization, and administration of the ServiceNow platform.
• Help define the ServiceNow strategy to support complementary applications such as Moveworks.
• Leverage AI where appropriate to accelerate benefits of the ServiceNow platform.
• Develop and maintain ITSM modules which may include Incident, Problem, Change, Request, CMDB, and Knowledge Management.
• Implement automation, self-service capabilities, and workflows to improve user experience and service delivery.
• Ensure platform performance, security, and scalability to support current and future needs.

Operational Support & Governance

• Work with Site Services leader to oversee day-to-day IT service operations, ensuring SLAs, KPIs, and compliance requirements are met.
• Lead incident management and major incident response processes, ensuring timely resolution and communication.
• Manage relationships and performance of external MSPs and vendors supporting ITSM delivery.
• Define and maintain governance structures, policies, and controls to ensure ITSM process integrity and audit readiness.

People & Stakeholder Engagement

• Collaborate with internal IT staff and cross-functional stakeholders such as infrastructure, security and IT business partners on establishing best practices and facilitating process improvement activities where appropriate.
• Foster a service-oriented culture, promoting ITSM best practices and service excellence.
• Follow organizational change management best practices to support teams in adopting new technologies.

What We Seek

• Bachelor's degree in Information systems, Computer Science, or related field.
• 5+ years of ITSM experience, specifically in ServiceNow.
• Hands-on experience configuring and administering ServiceNow in a production environment.
• Deep understanding of ITIL frameworks and life sciences regulatory environments (e.g., GxP, SOX).
• Proven experience managing MSPs and third-party service providers.
• Experience with agile service delivery.
• Passionate about leveraging AI and learning new skills.
• Effective communication and stakeholder management skills.
• ServiceNow Certified System Administrator or Implementation Specialist is preferred.
• Experience in biotech, pharmaceutical, or medical device organization is preferred.
• Familiarity with quality systems and computerized system validation (CSV) is preferred.

What We Will Provide You

• The base salary range for this role is $155,000 - $170,000. The final compensation will be commensurate with such factors as relevant experience, skillset, internal equity and market factors.
• Avidity offers competitive compensation and benefits, which include the opportunity for annual and spot bonuses, stock options, and RSUs, as well as a 401(k) with an employer match. In addition, the comprehensive wellness program includes coverage for medical, dental, vision, and LTD, and four weeks of time off.
• A commitment to learning and development which includes a variety of programming internally developed by and for Avidity employees, opportunities for job-specific training offered by industry, and an education reimbursement program.

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionInformation Technology
• IndustriesInternet News

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