H-1B Visa IT Service Delivery Jobs
IT Service Delivery roles qualify for H-1B sponsorship as specialty occupations requiring a bachelor's degree in information systems, computer science, or a related field. Employers file the Labor Condition Application before your petition, and the annual cap means timing your job search around the April lottery window matters.
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Get Access To All JobsWho We Are
Flagship Pioneering is a biotechnology company that invents and builds platform companies that change the world. We bring together the greatest scientific minds with entrepreneurial company builders and assemble the capital to allow them to take courageous leaps. Those big leaps in human health and sustainability exponentially accelerate scientific progress in areas ranging from cancer detection and treatment to nature-positive agriculture.
What sets Flagship apart is our ability to advance biotechnology by uniting life science innovation, company creation, and capital investment under one roof in a way that is largely without precedent. Our scientific founders, entrepreneurial leaders, and professional capital managers are each aligned around an institutionalized process that enables us to innovate and transform for the benefit of people and planet.
Many of the companies Flagship has founded have addressed humanity's most urgent challenges: vaccinating billions of people against COVID-19, curing intractable diseases, improving human health, preempting illness, and feeding the world by improving the resiliency and sustainability of agriculture.
Flagship has been recognized twice on FORTUNE's "Change the World" list, an annual ranking of companies that have made a positive social and environmental impact through activities that are part of their core business strategies, and has been twice named to Fast Company's annual list of the World's Most Innovative Companies.
Role Summary:
The Director, IT Service Delivery & Operations is a senior leadership role operating at the intersection of strategy and execution. This position serves as the critical bridge between IT leadership priorities and operational delivery — translating strategic direction into actionable plans and ensuring execution remains aligned with organizational goals.
This role does not directly execute service delivery; it enables those who do. The Director establishes governance frameworks, defines performance expectations, and provides the structure, visibility, and accountability required for delivery teams to succeed. The role also leads initiative implementation through structured hypercare, ensuring successful adoption and transition into steady-state operations.
Working closely with the Sr. Director of IT Service Delivery, this leader co-shapes the service roadmap, advances ITIL 4 service management maturity, and builds the operational discipline required to scale IT services across Flagship and its portfolio.
Role Context
This role operates in close partnership with two key functions:
- Director, IT Service Delivery – owns execution of the service model, delivery teams, and stakeholder relationships.
- Service Excellence Manager – owns process design, reporting, ITSM practices, and operational coordination.
The Director, IT Service Delivery & Operations defines the governance, accountability, and performance frameworks within which these functions operate — enabling consistent, high-quality execution without owning day-to-day delivery.
Key Responsibilities
1. Strategy-to-Execution Leadership
- Translate IT strategy into structured implementation plans with clear milestones, ownership, and success metrics.
- Partner on roadmap planning, prioritization, and sequencing of initiatives.
- Lead initiatives through hypercare, ensuring adoption, issue resolution, and smooth transition to steady state.
- Provide change leadership to delivery teams — setting expectations, removing barriers, and ensuring clarity.
- Maintain visibility into initiative progress; escalate risks, blockers, and decisions proactively.
2. Governance & Performance Oversight
- Define and govern SLAs, KPIs, OLAs, and reporting frameworks aligned to ITIL 4 principles.
- Interpret service performance data to identify systemic issues and improvement opportunities.
- Own the Continual Service Improvement (CSI) program, setting priorities and sponsoring initiatives.
- Conduct regular operating reviews; provide coaching and accountability across functions.
- Ensure customer experience metrics (e.g., CSAT/NPS) are measured and acted upon.
3. IT Asset Management (ITAM) Governance
- Establish and govern the ITAM program, including policies, lifecycle standards, and data integrity.
- Define CMDB governance and accountability for accuracy and completeness.
- Guide asset lifecycle processes (procurement, deployment, refresh, disposition).
- Leverage asset data to inform investment, lifecycle planning, and cost optimization.
- Partner with Finance and Procurement to align asset strategy with budgets and forecasts.
4. Vendor Governance & Performance
- Define vendor governance frameworks, onboarding standards, and performance expectations.
- Establish and enforce SLAs/KPIs within vendor contracts.
- Lead vendor performance reviews and drive accountability through data-backed insights.
- Partner with Legal and Procurement on renewals, negotiations, and performance remediation.
5. ITIL 4 & ITSM Maturity
- Assess current ITSM capabilities and define a multi-year ITIL 4 maturity roadmap.
- Sponsor adoption of core practices (Incident, Problem, Change, Service Request, Service Level).
- Establish governance forums (e.g., CAB, Problem Review Board) with clear decision structures.
- Govern ITSM platforms to ensure alignment with processes and continuous optimization.
- Track and report on service management maturity and performance trends.
6. Team Enablement & Leadership
- Define clear roles, responsibilities, and accountability structures across service delivery functions.
- Coach and develop team leaders, fostering a culture of accountability and continuous improvement.
- Build organizational capability, talent pipelines, and succession plans.
- Promote a culture grounded in customer focus, operational rigor, and data-driven decision-making.
7. Strategic Partnership
- Partner with IT leadership to co-develop strategy, roadmaps, and capability plans.
- Represent the service delivery function in leadership forums and executive discussions.
- Contribute to business cases, budget planning, and investment decisions.
- Build strong relationships with stakeholders, IT peers, and strategic vendors.
- Identify risks and opportunities, providing actionable recommendations to leadership.
Qualifications
Required
- 10+ years of IT experience, including 5+ years in service delivery, operations, or ITSM leadership.
- Demonstrated ability to lead through governance and enablement rather than direct execution.
- Proven experience translating strategy into execution and leading initiatives through change.
- Strong background in ITIL-aligned service management and ITSM program development.
- Experience designing and governing ITAM/CMDB programs.
- Vendor management experience with performance accountability and contract alignment.
- Strong analytical and data interpretation skills.
- ITIL 4 Foundation certification (advanced certifications preferred).
- Experience governing enterprise ITSM platforms.
- Excellent communication skills across technical and executive audiences.
Preferred
- Experience in life sciences, biotech, or research environments.
- Familiarity with ITAM/HAM tooling within ITSM platforms.
- PMP or equivalent certification.
- Experience with IT financial management and budget planning.
- Experience in matrixed or multi-entity organizations.
Leadership Competencies
- Bridge Leadership: Aligns strategy with execution seamlessly.
- Enabling Leadership: Builds capability and empowers teams to perform.
- Structural Thinking: Designs scalable governance and operating models.
- Customer Focus: Drives accountability for service experience outcomes.
- Data-Driven: Uses insights to guide decisions and improvements.
- Strategic Partnership: Contributes meaningfully at the leadership level.
- Executive Presence: Communicates with clarity and credibility.
- Builder Mindset: Thrives in ambiguity and creates structure.
We are an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
We recognize that great candidates often bring unique strengths without fulfilling every qualification. If you have some of the experience listed above but not all, please apply anyway. We are dedicated to building diverse and inclusive teams and look forward to learning more about your background and interest in Flagship.
Recruitment & Staffing Agencies: Flagship Pioneering and its affiliated Flagship Lab companies (collectively, "FSP") do not accept unsolicited resumes from any source other than candidates. The submission of unsolicited resumes by recruitment or staffing agencies to FSP or its employees is strictly prohibited unless contacted directly by Flagship Pioneering's internal Talent Acquisition team. Any resume submitted by an agency in the absence of a signed agreement will automatically become the property of FSP, and FSP will not owe any referral or other fees with respect thereto.
Salary Range: The salary range for this role is $172,000 - $236,500. Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies, and experience. Flagship Pioneering currently offers healthcare coverage, annual incentive program, retirement benefits and a broad range of other benefits. Compensation and benefits information is based on Flagship Pioneering's good faith estimate as of the date of publication and may be modified in the future.
Privacy Notice for Applicants: When you apply for a role at Flagship Pioneering or one of its portfolio companies, we collect and use personal information you provide (such as your name, contact details, work history, and application materials) to evaluate your application, communicate with you, and comply with legal obligations. Your application data is processed through Greenhouse, our applicant tracking system, and may also be reviewed using AI-assisted screening tools. We do not sell your personal information. California residents have rights under the CCPA/CPRA including to know, delete, and opt out of the sharing of their personal information. If you are located in the EU or UK, we process your data under GDPR and you have rights to access, rectify, and erase your data. To exercise your rights or for questions, contact privacy@flagshippioneering.com.
Who We Are
Flagship Pioneering is a biotechnology company that invents and builds platform companies that change the world. We bring together the greatest scientific minds with entrepreneurial company builders and assemble the capital to allow them to take courageous leaps. Those big leaps in human health and sustainability exponentially accelerate scientific progress in areas ranging from cancer detection and treatment to nature-positive agriculture.
What sets Flagship apart is our ability to advance biotechnology by uniting life science innovation, company creation, and capital investment under one roof in a way that is largely without precedent. Our scientific founders, entrepreneurial leaders, and professional capital managers are each aligned around an institutionalized process that enables us to innovate and transform for the benefit of people and planet.
Many of the companies Flagship has founded have addressed humanity's most urgent challenges: vaccinating billions of people against COVID-19, curing intractable diseases, improving human health, preempting illness, and feeding the world by improving the resiliency and sustainability of agriculture.
Flagship has been recognized twice on FORTUNE's "Change the World" list, an annual ranking of companies that have made a positive social and environmental impact through activities that are part of their core business strategies, and has been twice named to Fast Company's annual list of the World's Most Innovative Companies.
Role Summary:
The Director, IT Service Delivery & Operations is a senior leadership role operating at the intersection of strategy and execution. This position serves as the critical bridge between IT leadership priorities and operational delivery — translating strategic direction into actionable plans and ensuring execution remains aligned with organizational goals.
This role does not directly execute service delivery; it enables those who do. The Director establishes governance frameworks, defines performance expectations, and provides the structure, visibility, and accountability required for delivery teams to succeed. The role also leads initiative implementation through structured hypercare, ensuring successful adoption and transition into steady-state operations.
Working closely with the Sr. Director of IT Service Delivery, this leader co-shapes the service roadmap, advances ITIL 4 service management maturity, and builds the operational discipline required to scale IT services across Flagship and its portfolio.
Role Context
This role operates in close partnership with two key functions:
- Director, IT Service Delivery – owns execution of the service model, delivery teams, and stakeholder relationships.
- Service Excellence Manager – owns process design, reporting, ITSM practices, and operational coordination.
The Director, IT Service Delivery & Operations defines the governance, accountability, and performance frameworks within which these functions operate — enabling consistent, high-quality execution without owning day-to-day delivery.
Key Responsibilities
1. Strategy-to-Execution Leadership
- Translate IT strategy into structured implementation plans with clear milestones, ownership, and success metrics.
- Partner on roadmap planning, prioritization, and sequencing of initiatives.
- Lead initiatives through hypercare, ensuring adoption, issue resolution, and smooth transition to steady state.
- Provide change leadership to delivery teams — setting expectations, removing barriers, and ensuring clarity.
- Maintain visibility into initiative progress; escalate risks, blockers, and decisions proactively.
2. Governance & Performance Oversight
- Define and govern SLAs, KPIs, OLAs, and reporting frameworks aligned to ITIL 4 principles.
- Interpret service performance data to identify systemic issues and improvement opportunities.
- Own the Continual Service Improvement (CSI) program, setting priorities and sponsoring initiatives.
- Conduct regular operating reviews; provide coaching and accountability across functions.
- Ensure customer experience metrics (e.g., CSAT/NPS) are measured and acted upon.
3. IT Asset Management (ITAM) Governance
- Establish and govern the ITAM program, including policies, lifecycle standards, and data integrity.
- Define CMDB governance and accountability for accuracy and completeness.
- Guide asset lifecycle processes (procurement, deployment, refresh, disposition).
- Leverage asset data to inform investment, lifecycle planning, and cost optimization.
- Partner with Finance and Procurement to align asset strategy with budgets and forecasts.
4. Vendor Governance & Performance
- Define vendor governance frameworks, onboarding standards, and performance expectations.
- Establish and enforce SLAs/KPIs within vendor contracts.
- Lead vendor performance reviews and drive accountability through data-backed insights.
- Partner with Legal and Procurement on renewals, negotiations, and performance remediation.
5. ITIL 4 & ITSM Maturity
- Assess current ITSM capabilities and define a multi-year ITIL 4 maturity roadmap.
- Sponsor adoption of core practices (Incident, Problem, Change, Service Request, Service Level).
- Establish governance forums (e.g., CAB, Problem Review Board) with clear decision structures.
- Govern ITSM platforms to ensure alignment with processes and continuous optimization.
- Track and report on service management maturity and performance trends.
6. Team Enablement & Leadership
- Define clear roles, responsibilities, and accountability structures across service delivery functions.
- Coach and develop team leaders, fostering a culture of accountability and continuous improvement.
- Build organizational capability, talent pipelines, and succession plans.
- Promote a culture grounded in customer focus, operational rigor, and data-driven decision-making.
7. Strategic Partnership
- Partner with IT leadership to co-develop strategy, roadmaps, and capability plans.
- Represent the service delivery function in leadership forums and executive discussions.
- Contribute to business cases, budget planning, and investment decisions.
- Build strong relationships with stakeholders, IT peers, and strategic vendors.
- Identify risks and opportunities, providing actionable recommendations to leadership.
Qualifications
Required
- 10+ years of IT experience, including 5+ years in service delivery, operations, or ITSM leadership.
- Demonstrated ability to lead through governance and enablement rather than direct execution.
- Proven experience translating strategy into execution and leading initiatives through change.
- Strong background in ITIL-aligned service management and ITSM program development.
- Experience designing and governing ITAM/CMDB programs.
- Vendor management experience with performance accountability and contract alignment.
- Strong analytical and data interpretation skills.
- ITIL 4 Foundation certification (advanced certifications preferred).
- Experience governing enterprise ITSM platforms.
- Excellent communication skills across technical and executive audiences.
Preferred
- Experience in life sciences, biotech, or research environments.
- Familiarity with ITAM/HAM tooling within ITSM platforms.
- PMP or equivalent certification.
- Experience with IT financial management and budget planning.
- Experience in matrixed or multi-entity organizations.
Leadership Competencies
- Bridge Leadership: Aligns strategy with execution seamlessly.
- Enabling Leadership: Builds capability and empowers teams to perform.
- Structural Thinking: Designs scalable governance and operating models.
- Customer Focus: Drives accountability for service experience outcomes.
- Data-Driven: Uses insights to guide decisions and improvements.
- Strategic Partnership: Contributes meaningfully at the leadership level.
- Executive Presence: Communicates with clarity and credibility.
- Builder Mindset: Thrives in ambiguity and creates structure.
We are an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
We recognize that great candidates often bring unique strengths without fulfilling every qualification. If you have some of the experience listed above but not all, please apply anyway. We are dedicated to building diverse and inclusive teams and look forward to learning more about your background and interest in Flagship.
Recruitment & Staffing Agencies: Flagship Pioneering and its affiliated Flagship Lab companies (collectively, "FSP") do not accept unsolicited resumes from any source other than candidates. The submission of unsolicited resumes by recruitment or staffing agencies to FSP or its employees is strictly prohibited unless contacted directly by Flagship Pioneering's internal Talent Acquisition team. Any resume submitted by an agency in the absence of a signed agreement will automatically become the property of FSP, and FSP will not owe any referral or other fees with respect thereto.
Salary Range: The salary range for this role is $172,000 - $236,500. Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies, and experience. Flagship Pioneering currently offers healthcare coverage, annual incentive program, retirement benefits and a broad range of other benefits. Compensation and benefits information is based on Flagship Pioneering's good faith estimate as of the date of publication and may be modified in the future.
Privacy Notice for Applicants: When you apply for a role at Flagship Pioneering or one of its portfolio companies, we collect and use personal information you provide (such as your name, contact details, work history, and application materials) to evaluate your application, communicate with you, and comply with legal obligations. Your application data is processed through Greenhouse, our applicant tracking system, and may also be reviewed using AI-assisted screening tools. We do not sell your personal information. California residents have rights under the CCPA/CPRA including to know, delete, and opt out of the sharing of their personal information. If you are located in the EU or UK, we process your data under GDPR and you have rights to access, rectify, and erase your data. To exercise your rights or for questions, contact privacy@flagshippioneering.com.
See all 37+ IT Service Delivery jobs
Sign up for free to unlock all listings, filter by visa type, and get alerts for new IT Service Delivery roles.
Get Access To All JobsTips for Finding H-1B Visa Sponsorship in IT Service Delivery
Align your degree to the SOC code
IT Service Delivery roles often file under SOC 15-1244 or 11-3021. Confirm your degree field directly supports the specialty occupation claim on your LCA before signing an offer, or a Request for Evidence becomes likely.
Pull LCA filings before your interview
Use Migrate Mate to check which employers have filed Labor Condition Applications for IT service delivery and IT operations roles. Prioritize companies with a consistent filing history over those sponsoring for the first time.
Verify the prevailing wage tier early
Run your target job title and metro area through the OFLC Wage Search before negotiating salary. Your offer must meet the Level I through IV wage floor DOL certifies, and knowing your tier prevents offers that can't clear LCA certification.
Target E-Verify enrolled employers directly
H-1B cap-subject petitions require employers to use E-Verify. Confirm enrollment status during your first substantive conversation with a recruiter. Employers without it can't legally file your petition, regardless of intent.
Document your ITIL or ITSM credentials now
USCIS adjudicators scrutinize IT Service Delivery petitions for specialty occupation proof. Certifications like ITIL 4 Foundation, alongside your degree transcripts, strengthen the connection between your credentials and the role's requirements.
Prepare for cap timing with a cap-exempt fallback
If you miss the H-1B lottery, cap-exempt employers such as universities, nonprofits affiliated with higher education, and government research entities can file year-round. Identify IT service roles at these organizations as a parallel track.
IT Service Delivery jobs are hiring across the US. Find yours.
Find IT Service Delivery JobsIT Service Delivery H-1B Visa: Frequently Asked Questions
Does IT Service Delivery qualify as a specialty occupation for H-1B purposes?
Yes, provided the role genuinely requires a bachelor's degree or higher in a specific field like information systems, computer science, or IT management. Generic service desk roles that accept any degree may face a specialty occupation challenge from USCIS. Roles involving ITSM frameworks, vendor management, or infrastructure oversight carry stronger qualification arguments.
How do I find employers who actively sponsor H-1B visas for IT Service Delivery positions?
Search Migrate Mate to filter IT Service Delivery jobs by employers with verified H-1B Labor Condition Application filing history. Focusing on companies with repeated LCA filings in this occupation reduces the risk of pursuing employers who are unfamiliar with the H-1B process or unlikely to follow through on sponsorship.
What SOC code is typically used for IT Service Delivery H-1B petitions?
IT Service Delivery roles most commonly file under SOC 15-1244 (Computer Network Support Specialists) or 11-3021 (Computer and Information Systems Managers), depending on the seniority and scope of the position. You can review the full occupation profile on O*NET to confirm which code best matches your job duties before the LCA is filed.
Can my employer start my H-1B petition without a certified LCA?
No. USCIS requires a DOL-certified Labor Condition Application before the I-129 petition can be filed. Your employer submits the LCA through the FLAG system, and DOL typically certifies within seven business days. The petition cannot proceed until that certification is in hand, so LCA timing directly affects when USCIS can receive your case.
What happens to my H-1B status if I'm laid off from an IT Service Delivery role?
You have a 60-day grace period after your employment ends to find a new sponsoring employer, change to another nonimmigrant status, or depart the U.S. During that window, a new employer can file an H-1B transfer petition on your behalf. Working during the grace period before the new petition is filed is not authorized.
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