IT Program and Operations Lead

Responsibilities

• IT Operations & Governance
• Establish and maintain IT policies, standards, and procedures to ensure consistent execution across teams
• Define and mature core IT service management processes (incident, change, problem, request)
• Ensure alignment with institutional priorities, risk management practices, and compliance requirements
• Program & Portfolio Management
• Lead IT project intake, prioritization, and portfolio governance processes
• Maintain visibility into all active IT initiatives, including status, risks, dependencies, and resource allocation
• Standardize project management methodologies, tools, and reporting practices
• Partner with stakeholders to align IT initiatives with institutional strategy
• Service Delivery & Continuous Improvement
• Define and monitor IT service delivery standards, including SLAs, KPIs, and service catalog structure
• Collaborate with service desk and technical teams to improve user experience and support outcomes
• Drive adoption of knowledge management and self-service capabilities
• Identify inefficiencies and lead initiatives to streamline workflows and reduce manual effort
• Reporting & Insights
• Develop dashboards and reporting for IT performance, including service levels, incident trends, and project health
• Provide regular insights and recommendations to IT leadership
• Use data to drive prioritization, capacity planning, and continuous improvement
• Collaboration & Leadership
• Serve as a central coordination point across infrastructure, applications, security, and support teams
• Facilitate communication and alignment across IT and business stakeholders
• Support planning and execution of IT strategic initiatives
• What You'll Work With
• IT service management frameworks (ITIL or similar)
• Project and portfolio management tools (e.g., ServiceNow, Jira, Smartsheet)
• Reporting and analytics platforms (e.g., Power BI or similar)
• Cross-functional IT teams supporting research, administrative, and secure data environments

Requirements

• Required Qualifications
• Bachelor's degree in Information Technology, Business Administration, or related field (or equivalent experience)
• 5-8+ years of progressive experience in IT operations, service delivery, or IT program/project management
• Experience implementing IT service management processes or governance frameworks
• Proven ability to manage cross-functional programs or projects
• Strong analytical, organizational, and problem-solving skills
• Excellent communication skills and ability to influence without direct authority
• Experience in research, healthcare, or academic environments
• Familiarity with regulatory or compliance considerations (e.g., data privacy, research data controls)
• ITIL Foundation (or higher), PMP, or equivalent certification
• Experience with ITSM and project management tools and reporting platforms
• Compensation and Benefits
• All full-time employees of Van Andel Institute are eligible for benefits effective Day One. VAI offers a competitive and comprehensive benefits package.
• Your Next Steps
• If you're excited about shaping how IT operates and delivers value in a mission-driven organization, we'd love to connect.
• To apply, please submit a single PDF that includes:
• A cover letter describing your interest in the role and alignment with your experience
• Your current resume
• Names and contact information for three professional references
• About Van Andel Institute
• VAI is committed

Benefits

Additional Information

Van Andel Institute (VAI), a world-class biomedical research institute, located in Grand Rapids, Michigan, is dedicated to improving human health. We are pioneers in the fight against cancer, Parkinson's, and other diseases. We are committed to inspiring the next generation of scientists and educators. Van Andel Institute is seeking a strategic and operationally-minded IT Program and Operations Lead to help drive the effectiveness, maturity, and alignment of IT services across the organization. This role is ideal for someone who thrives at the intersection of strategy, operations, and execution-bringing structure to complex environments, improving service delivery, and enabling IT teams to operate as a cohesive, high-performing function supporting world-class biomedical research and education.

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