IT Operations and Service Delivery Director

About Kuros Biosciences

Kuros Biosciences is a Swiss-listed life science company specializing in orthobiologics for spinal fusion surgery. With locations in Switzerland, the USA, and the Netherlands, we manufacture our bone repair products in Bilthoven and sell them worldwide. We are seeking an experienced IT Operations and Service Delivery Director to join our growing team in Bilthoven.

Position Overview

The IT Operations & Service Delivery Director is responsible for coordinating and improving the daily delivery of IT services across Kuros' global operations.

The role serves as the operational focal point for service performance, MSP coordination, ITSM processes, asset management, operational reporting, and compliance follow-up activities. Working closely with the Head of IT, CISO, Data Officer, MSP partners, and internal IT specialists, the position helps ensure that IT services are delivered consistently, efficiently, and in accordance with company policies and service expectations.

Responsibilities

Management Role

• Establish and lead the IT Operations & Service Delivery team.

• Lead and coordinate internal and external application specialists.

• Manage external IT Service Partners across the Kuros locations.

• Establish business relationships and ensure seamless collaboration with stakeholders.

• Manage IT Operations budget, evaluate spendings and approve invoices

MSP Management

• Host and lead recurring operational meetings with MSP providers.

• Follow up on action items and cost improvement initiatives.

• Review ticket queues, aging incidents, and SLA performance.

• Adress and manage recurring performance concerns.

• Coordinate operational activities between multiple vendors.

IT Service Delivery Management

• Coordinate day-to-day interactions with MSP partners.

• Act as the primary operational contact for service-related matters.

• Monitor service delivery performance across all Kuros locations.

• Establish and track service KPIs and operational performance metrics.

• Identify service improvement opportunities and drive follow-up actions.

• Prepare service review materials and operational dashboards for the Head of IT.

ITSM Process Governance

Maintain and improve operational processes in alignment with MSP’s following service management best practices, including:

• Incident Management

• Change Request Management

• IT Asset & Endpoint Management

• Identity and Access Management

Incident Management & Follow-Up

Support incident management activities and ensure effective follow-up:

• Track incidents and service disruptions.

• Maintain incident records and reporting.

• Facilitate root cause analysis sessions.

• Track completion of remediation plans.

• Support investigative and corrective action activities of severe incidents in alignment with coordination with CISO and Head of IT

IT Change Management

Support the Head of IT in operating the Change Advisory Board (CAB):

• Maintain the change calendar.

• Coordinate CAB meetings, especially the alignment with separately managed D365 changes

• Ensure change requests are documented and reviewed.

• Collect risk assessments and implementation plans.

• Track approved changes and post-implementation reviews.

• Monitor change success metrics

IT Asset & Endpoint Management

Own operational processes related to:

• Hardware asset tracking

• Software asset inventories

• Device lifecycle coordination

• Endpoint compliance reporting

• Intune operational administration oversight

• License consumption reporting

Coordinate asset procurement and refresh activities with internal stakeholders and MSP partners.

Operational Compliance Support

Support compliance initiatives led by the Head of IT, CISO, and Data Officer:

• Coordinate ongoing IT related evidence collection for audit purposes

• Track and support required actions by audit authorities

• Follow up remediation activities.

• Maintain documented operational procedures.

• Monitor completion of assigned control activities.

Operational Reporting

Provide operational reporting regularly to the Head of IT (frequency to be determined), i.e.

• SLA performance

• Ticket trends

• Service quality metrics

• Asset compliance status

• Open audit actions

• Vendor performance indicators

Qualifications

Education:

• Required:

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field.

• Master’s degree in a relevant discipline is an advantage but not required.

• ITIL 4 Foundation certification is required or must be obtained within an agreed period after joining.

• Preferred:

• Advanced ITIL, COBIT, project management, information security, or vendor management certification is advantageous.

• Microsoft Azure, Microsoft 365, or Microsoft Intune certifications are beneficial.

Experience:

• Minimum of 8 years of relevant experience in IT operations, infrastructure, service delivery, or IT service management.

• At least 3 years of leadership experience, including responsibility for internal teams, external service providers, or application specialists.

• Proven experience managing IT services across multiple locations or countries.

• Strong experience in MSP and vendor governance, including SLA monitoring, service reviews, escalations, and cost management.

• Practical experience implementing and improving ITSM processes, particularly incident, problem, change, asset, and endpoint management.

• Experience coordinating major incidents, root cause analyses, remediation plans, and Change Advisory Board activities.

• Experience defining service KPIs, preparing operational dashboards, managing budgets, and reporting to senior leadership.

• Experience supporting audits and compliance activities; experience in a regulated or life-sciences environment is strongly preferred.

Skills

• Strong people leadership, stakeholder management, and cross-functional collaboration skills.

• Solid knowledge of ITIL principles, ITSM processes, service governance, and continual service improvement.

• Strong MSP and vendor management capabilities, including performance, contract, escalation, and commercial management.

• Ability to translate strategic priorities into structured operational plans, clear accountability, and measurable results.

• Strong analytical, problem-solving, financial-management, and decision-oriented reporting skills.

• Sound understanding of operational controls, audit readiness, information security, data privacy, and regulatory compliance.

• Structured, pragmatic, service-oriented, and hands-on working style with a high degree of ownership and follow-through.

• Excellent written and verbal communication skills in English; additional European languages are advantageous.

Why Kuros Biosciences?

Join an international, innovative company with a diverse and energetic team. At Kuros, you’ll work in a positive and collaborative environment, contributing to the development of life-changing products. We offer great benefits, a competitive salary, and opportunities for career growth.