Senior Manager, IT Operations and Liaison Services

Summary:

We are seeking a strategic and bilingual (Korean/English) Senior Manager, IT Operations and Liaison Services to support post integration IT operations. This individual will play a critical role in maintaining operational excellence, aligning IT standards across companies, and ensuring a high level of user satisfaction. This position is key to ensuring smooth communication, long-term collaboration, and the efficient management of IT services

Responsibilities:

Operational Management

• Serve as the IT liaison between for operational matters.
• Monitor technology performance, support metrics, and escalate unresolved or systemic issues with IT leadership.

User Support & Satisfaction

• Act as an advocate for users, ensuring high-quality support and rapid resolution of service issues.
• Identify and address user dissatisfaction trends introduced through the integration or new systems/processes.
• Offer guidance and assistance to users on the use of various applications and hardware devices.
• Collaborate with Managed Service Providers to troubleshoot and resolve complex technical issues.
• Conduct user training sessions to enhance understanding of IT systems.

Cross Cultural Communication & Integration Support

• Communicate effectively with Korean speaking teams on technical, strategic, and operational topics.
• Translate operational requirements, constraints, and regulatory needs into actionable insights for IT.
• Facilitate ongoing collaboration and cultural understanding between global teams.
• Provide regular updates to IT management on performance, risks, and areas requiring alignment.
• Identify and propose opportunities for improvement in IT systems and processes.

Competencies, Skills and Knowledge:

• Fluent in both Korean and English (written and verbal).
• Demonstrated experience in:
• IT service delivery (support and user satisfaction)
• IT infrastructure (networks, cloud/hybrid systems, endpoint management).
• Cybersecurity practices and technologies.
• Strong interpersonal, cross-cultural communication, and stakeholder engagement skills.
• Ability to collaborate with empathy, communicate across cultural lines, and build trust with diverse stakeholders.
• Strong problem solving skills and the ability to operate independently with sound judgment.
• Passion for operational excellence, continuous improvement, and user centric service delivery.

Requirements:

• Preferred - bachelor’s degree in Information Technology, Computer Science, or related field.
• Required to work in the Seaport, Boston office minimum 3 days a week, (Tue-Thu) and additional days dictated by business needs.
• 5 years of progressive IT experience.
• Experience in a regulated industry (e.g., pharmaceutical, life sciences, or healthcare).
• Familiarity with global IT integration projects and/or post-merger operations a plus.
• Able to transport, position, and install IT hardware and peripherals as required.