Director, IT Service Delivery

US-MA-Boston | US-NJ-Bridgewater | US-PA-Pittsburgh | US-NC-Raleigh
Mon-Fri, 9-5
Regular Full-Time


ERT is a global data and technology company that minimizes uncertainty and risk in clinical trials so that customers can move ahead with confidence. With nearly 50 years of clinical and therapeutic experience, ERT balances knowledge of what works with a vision for what’s next, so we can adapt without compromising standards.

Powered by the company’s EXPERT® technology platform, ERT’s solutions enhance trial oversight, enable site optimization, increase patient engagement and measure the efficacy of new clinical treatments while ensuring patient safety. Since 2014, more than half of all FDA drug approvals came from ERT-supported studies. Pharma companies, biotechs and CROs have relied on ERT solutions in 10,000+ studies spanning more than three million patients to date. By identifying trial risks before they become problems, ERT enables customers to 


ERT is looking to hire a Director, IT Service Delivery for in the US. This person will partner with Development, Testing, Quality and Service Operations teams to deliver ERT solutions on cloud-based infrastructure and platform services. They will execute and coach on DevOps processes and procedures; continually raise the ERT bar by driving efficiency in integration and delivery; and drive overall customer experience improvement into the greater ERT clinical solution SaaS suite.





  1. Partner with Customer Care and clinical study teams to provide visibility into operational state and status, including ERT clinical, business and client services availability, performance and capacity/utilization via operational dashboards and consoles.
  2. Effectively manage, collaborate and communicate with DevOps cross-functional teams and relevant management to report out service delivery status, new operational requirements and service delivery blockers.
  3. Lead green-field and legacy clinical SaaS solution implementations in cloud-based staging, UAT and production environments insuring “warm” hand-off into Service Operations.
  4. Insure ERT systems and process security profiles adhere to security and GCP best practices for network, host, applications and access security methodologies
  5. Lead, document and implement/instrument for cloud operational readiness, including:
    1. Service infrastructure and platform capacity planning requirements
    2. Service automated install and configuration
    3. Service infrastructure, application and database monitoring KPIs
    4. Service SLAs or SLOs
    5. Service performance, scalability and reliability KPIs
    6. Service monitoring integration with Customer Care ticketing and notification systems
    7. Service patching and release requirements
    8. Service backup/restore requirements
    9. Service disaster recovery requirements
    10. Service security
    11. Overall ownership and sign-off on operational readiness per SaaS, Business Systems, Operational Support Systems and Client Services Systems.





  1. Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include interviewing, hiring, training and developing employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
  2. Responsible for organization development, change management, leadership development, diversity, and the enhancement of performance of the unit.



The duties and responsibilities listed in this job description represent the major responsibilities of the position.  Other duties and responsibilities may be assigned, as required.  ERT reserves the right to amend or change this job description to meet the needs of ERT.  This job description and any attachments do not constitute or represent a contract.







  1. At least 5+ years’ experience leveraging cloud IaaS and PaaS services.
  2. Solid oral and written communication skills
  3. Solid collaboration skills.
  4. Experience running infrastructure and platform services in a public cloud platform, such as AWS or Azure
  5. Have 3-5 years of Cloud run-time management experience, partnered with DevOps, QA and Release management teams in Continuous Integration/Continuous Delivery service release pipeline flows
  6. At least 5 years’ experience managing technical teams (system, network, and database engineers)
  7. BS/BA degree in Computer Science, Information Systems or related field
  8. Experience with software-defined network, compute and storage platforms
  9. Strong networking fundamentals. You understand TCP/IP, VLAN’s, DNS, load balancing and software-defined layer 2/3 rule configurations.
  10. Experience with configuration management automation tools. Puppet Manifest, Ruby DSL or Python scripting experience.
  11. Have managed an infrastructure and platform services with hundreds or thousands of servers using deployment frameworks such as Puppet, Chef, Ansible, other.
  12. Ability to write Python, Ruby, code. Have leveraged automation to make your job more efficient (Ruby, Python, Java shell and power shell scripting etc.)
  13. In-depth understanding of Cloud operations best practices.
  14. Experience with monitoring tools such as SolarWinds, Pingdom, Splunk, New Relic, CloudWatch, Librato, DataDog, Graphite, Grafana, etc



We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. 


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