Lead, Enterprise Applications & Services Management

About this role

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.

Job Summary

The Lead, Enterprise Applications & Service Management plays a critical role in ensuring Flagship Pioneering's enterprise applications effectively support and evolve with business needs. This position serves as a senior leader within the Enterprise Applications function and acts as a key partner to the Director of Enterprise Applications in driving operational excellence, service delivery maturity, and scalable support models across the application portfolio.

The role combines deep functional and technical expertise with strong operational leadership, vendor management, and stakeholder engagement capabilities. The Lead, Enterprise Applications & Service Management is responsible for overseeing the support, optimization, governance, and continuous improvement of critical enterprise applications while helping establish and mature enterprise-grade application operations practices.

This position will own key aspects of application service management, including MSP oversight, support governance, incident and change management processes, knowledge management, and operational reporting. The individual will serve as a trusted advisor to internal Business Relationship Managers (BRMs), IT leadership, and business stakeholders while helping scale the Enterprise Applications function through process standardization, automation, and operational excellence.

The ideal candidate has experience operating within a mature enterprise applications organization and has successfully led application support, service management, and vendor governance functions in complex enterprise environments.

R oles and Responsibilities

Service Operations & MSP Management

• Lead operational oversight of managed service providers (MSPs) and external support partners responsible for application support services.

• Define, monitor, and continuously improve service level agreements (SLAs), key performance indicators (KPIs), and operational metrics related to application support.

• Conduct regular operational and governance reviews with MSP partners to assess performance, identify improvement opportunities, and ensure service commitments are met.

• Review service reports, analyze trends, identify recurring issues, and drive corrective actions.

• Own escalation management processes between MSP support teams, internal SMEs, software vendors, and business stakeholders.

• Lead root cause analysis efforts for major incidents and recurring service issues and ensure corrective actions are implemented.

• Coordinate application changes, upgrades, patches, and releases across vendors, MSPs, and internal stakeholders.

• Ensure operational readiness, support documentation, and knowledge transfer activities are completed prior to production deployments.

• Establish and maintain support runbooks, knowledge articles, operational procedures, and service documentation required to support scalable application operations.

• Drive continuous service improvement initiatives focused on reducing operational risk, increasing automation, and improving user experience.

Application Management

• Serve as the subject matter expert (SME) for up to 5 core enterprise applications (HCM, ATS, ERP, Procurement, CLM)

• Support a broader set of additional applications (i.e. Notion, Smartsheets) using standard runbook procedures and escalation models.

• Maintain system configuration, access provisioning, and user role management in accordance with IT security and compliance policies.

• Manage application license inventories, monitor usage trends, and proactively reclaim dormant licenses.

Project & Implementation Support

• Support the BRM and business requestors during new software evaluations by advising on fit within the existing application portfolio and identifying alternate solutions when applicable.

• Collaborate with vendors and internal stakeholders to validate product capabilities, negotiate technical requirements, and finalize system design.

• Lead or oversee application implementation efforts, including configuration, testing, vendor management, and integration coordination.

• Serve as the technical lead or workstream manager when external partners are engaged in delivery.

Process Improvement & Documentation

• Identify opportunities to streamline support and license management processes.

• Lead initiatives to automate routine run activities, including the implementation of tools such as Workato workflows or license monitoring dashboards.

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