IT Service Manager

What You'll Do

• Lead and manage IT service delivery, including helpdesk operations, ticket management, and end-user support (Tier 1–3).
• Oversee onboarding and offboarding processes, including device provisioning, access management, and system configuration.
• Own and optimize ITSM tools and processes (incident, request, problem, and change management).
• Manage relationships with Managed Service Providers (MSPs), vendors, and external consultants to ensure high-quality service and SLA adherence.
• Ensure secure and compliant access controls, including Active Directory/Azure AD group management and role-based access provisioning.
• Oversee Microsoft 365 environment, including Teams, SharePoint, OneDrive, Exchange, and collaboration tools.
• Support cloud infrastructure and virtualization environments (e.g., Azure), including user access, monitoring, and system reliability.
• Maintain endpoint management, device lifecycle management, and security best practices across the organization.
• Partner with Security and Compliance teams to support GxP, SOX, and other regulatory requirements as applicable.
• Lead continuous improvement initiatives to enhance user experience, system reliability, and operational efficiency.
• Develop and maintain IT documentation, SOPs, and knowledge base resources.
• Support office infrastructure, including conference room technology, networking, Wi-Fi, and telephony systems.

What You'll Bring

• 7+ years of progressive IT experience, including 2+ years leading IT service delivery or helpdesk teams.
• Experience in biotech, pharmaceutical, healthcare, or other regulated environments preferred.
• Strong expertise in Microsoft 365, Azure/Active Directory, endpoint management, and cloud-based environments.
• Experience implementing or managing ITSM platforms.
• Demonstrated ability to manage vendors and external service providers.
• Strong understanding of cybersecurity fundamentals and access governance.
• Experience supporting hybrid or multi-site organizations.
• Excellent communication skills with the ability to partner effectively with both technical and non-technical stakeholders.
• Highly organized, solutions-oriented, and comfortable operating in a fast-paced, growth-stage environment.

Total Rewards

We offer a comprehensive total rewards package, which includes competitive salaries, generous benefits, an outstanding work environment, and excellent opportunities for professional growth. We regularly benchmark our compensation against leading biotechnology companies in our geographies. 

The base salary range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position in the location for which the job is posted and does not include bonus, equity, or benefits. Within the range, individual pay is determined by a variety of factors and the salary offered may vary depending on the successful candidate's location and qualifications (including, but not limited to, job-related knowledge, education, training, skills, and experience).

Our total rewards package that includes: 

• Industry leading vacation and paid time off
• Exceptional medical, dental and vision benefits by country
• Zymelife health and wellness benefits
• Matching RRSP / 401K / Pension program
• Employee Share Purchase Program
• Employee Equity Program
• Paid time off to volunteer in your community

This role is not eligible for relocation or immigration support. 

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin or disability.

NOTE TO AGENCIES:  Zymeworks values our relationships with our recruiting partners. We only accept resumes from those partners who have been contracted with us. Zymeworks is not responsible for any fees related to resumes that are unsolicited or are received without contract.