Senior Technical Program Manager, IT Service Management

The Role

Moderna is seeking a Senior Technical Program Manager (TPM) to drive IT service management transformation and improve service delivery, operations compliance, service automation, and user experience at Moderna globally. We’re looking for someone with a high level of integrity and personal accountability, strong interpersonal skills, and infrastructure technology domain expertise.

Here’s What You’ll Do

• Service Management Improvements -

  • Assess and transform IT Service Management at Moderna by rebuilding ITSM processes and recommending technical enablement and controls in ServiceNow and other systems (eg Jira, AWS, etc) in collaboration with technical partners

  • Deliver and execute on a prioritized roadmap that drives best practices and educates IT, Digital operations teams, and business stakeholders

  • Translate business needs and operational challenges into process improvements and technical enablement opportunities in ServiceNow , focusing on automation, scalability, and data-driven improvements

  • Work with operations team members and leaders across Help Desk, AV support, Endpoint Engineering, Identity and Access Management, ServiceNow, Builder Tools & Platforms, Security Automation and Tooling, Cloud, Network, Compute & Storage (on-prem) to deliver seamless and compliant ITSM capabilities

  • Lead the definition of KPIs, SLAs, and value delivery metrics by collaborating with IT and business stakeholders; oversee implementation through technical partners to enable visibility and continuous improvement across ITSM and digital workflows

  • Ensure governance and change control standards are enforced while promoting innovation and operational agility

  • Drive a culture of continuous service improvement and operational excellence by embedding feedback loops and ensuring platforms evolve with business needs

  • Act as a thought leader in ITSM by contributing to architecture discussions, best practices, and long-term strategy

• Program Management – take a structured, data-driven, and risk-based approach to program scoping, execution, and reporting

  • Kick off and successfully manage multiple, simultaneous, complex, high visibility workstreams with full ownership, effective collaboration, and good process

  • Build processes, templates, and structure, or leverage existing ones as appropriate

  • Measure program success (or lack thereof) and risks using data and facts

  • Provide balanced risk remediation strategies and recommendations and drive risk mitigation

  • Develop and maintain close stakeholder relationships and build influence to drive the appropriate outcomes across Moderna

  • Provide clear, accurate, consistent, useful, and timely communications

  • Advance good technology and security practices and culture

• Actively contribute to creating a more inclusive culture and environment at Moderna; endorse, create, and maintain antiracist policies and processes

Here’s What You’ll Need (Basic Qualifications)

• 8+ years of program management experience, preferably in IT service management/operations

• Demonstrated technical depth, problem-solving capabilities, and stakeholder management skills

• Demonstrated experience implementing or managing ITIL processes at scale

• Experience in running programs within a cross-functional, global team of mixed engineering, architecture, and operations

• Ability to successfully scope and drive complex and multi-workstream programs in a structured, risk-considerate, data-driven fashion

• Strong listener with the ability to deeply understand, ask the right questions, and proactively pursue constructive feedback

• Ability to drive pragmatic, data-driven prioritization

Here’s What You’ll Bring to the Table (Preferred Qualifications)

• ITIL v3/v4 certification

• Experience in a regulated industry such as biotech, pharma, or healthcare

• Experience with GxP environments and regulatory requirements

• Familiarity with GAMP

• Hands-on experience with ServiceNow

• Deep familiarity with Agile methodologies (Kanban, Scrum)

At Moderna, we believe that when you feel your best, you can do your best work.  That’s why our US benefits and global well-being resources are designed to support you—at work, at home, and everywhere in between.

• Best-in-class healthcare coverage, plus a suite of voluntary benefit programs to support your unique needs
• A holistic approach to well-being, with access to fitness, mindfulness, and mental health support
• Lifestyle Spending Accounts to personalize your well-being journey
• Family planning and adoption benefits
• Generous paid time off, including vacation, volunteer days, sabbatical, global recharge days, and a discretionary year-end shutdown
• Savings and investment opportunities
• Location-specific perks and extras

About Moderna

Since our founding in 2010, we have aspired to build the leading mRNA technology platform, the infrastructure to reimagine how medicines are created and delivered, and a world-class team. We believe in giving our people a platform to change medicine and an opportunity to change the world.  

By living our mission, values, and mindsets every day, our people are the driving force behind our scientific progress and our culture. Together, we are creating a culture of belonging and building an organization that cares deeply for our patients, our employees, the environment, and our communities. 

We are proud to have been recognized as a Science Magazine Top Biopharma Employer, a Fast Company Best Workplace for Innovators, and a Great Place to Work in the U.S. 

If you want to make a difference and join a team that is changing the future of medicine, we invite you to visit modernatx.com/careers to learn more about our current opportunities. 

Our Working Model 

As we build our company, we have always believed an in-person culture is critical to our success. Moderna champions the significant benefits of in-office collaboration by embracing a 70/30 work model. This 70% in-office structure helps to foster a culture rich in innovation, teamwork, and direct mentorship. Join us in shaping a world where every interaction is an opportunity to learn, contribute, and make a meaningful impact. 

Moderna is a smoke-free, alcohol-free, and drug-free work environment. 

Equal Opportunities

Moderna is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry or citizenship, ethnicity, disability, military or protected veteran status, genetic information, sexual orientation, marital or familial status, or any other personal characteristic protected under applicable law.  Moderna is a place where everyone can grow. If you meet the Basic Qualifications for the role and you would be excited to contribute to our mission every day, please apply!

Moderna is an E-Verify Employer in the United States. We consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

Accommodations

We’re focused on attracting, retaining, developing, and advancing our employees. By cultivating a workplace that values diverse experiences, backgrounds, and ideas, we create an environment where every employee can contribute their best. 

Moderna is committed to offering reasonable accommodations to qualified job applicants with disabilities. Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should contact the Accommodations team at leavesandaccommodations@modernatx.com. 

Export Control Notice

This position may involve access to technology or data that is subject to U.S. export control laws, including the Export Administration Regulations (EAR). As such, employment is contingent upon the applicant’s ability to access export-controlled information in accordance with U.S. law. Due to the nature of the work and regulatory requirements, only individuals who qualify as U.S. persons (citizens, permanent residents, asylees, or refugees) are eligible for this position. For this role Moderna is unable to sponsor non-U.S. persons to apply for an export control license.

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