Service Delivery Lead — R&D Labs

Role Purpose Own end-to-end delivery, reliability, and continuous improvement of IT services that enable R&D innovation across multiple MedTech business units. Ensure secure, compliant, and resilient operations across lab computing, instrument workstations, segmented/ICE networks, and integrated IT/OT capabilities. Key Responsibilities Lead day‑to‑day IT service delivery for R&D labs working in collaboration with the site based BT and R&D leaders; incident, request, problem, and change management via ITIL/ServiceNow with clear SLAs/OLAs and root‑cause eradication and transparent communications to site leadership. Act as the site technologist. Translate R&D site strategies into practical, secure solutions on the shop floor and in labs; advise on architectures, platforms, and patterns that accelerate throughput and quality. Understand and document the business goals(s) and how our technology can enable those outcomes. Serve as domain expert for deployments involving firewalls, ICE/segmented networks, IT/OT integrations, IoT enablement, and equipment connectivity (instrument PCs, controllers, gateways). Document local site capabilities such as asset lists, and locally managed applications working with the BT site leader. Oversee core lab infrastructure (servers, networks, software baselines, backups/DR) and coordinate patching, hardening, and vulnerability remediation for instrument workstations within regulated constraints. Support audits, CAPAs, deviations, and change control. Partner with Lab Operations, Quality, Engineering, Cybersecurity, and vendors to translate lab needs into scalable, secure solutions; manage vendor performance, and on‑site activities. Drive continuous improvement and cost optimization (process simplification, automation, standardization), maintaining transparency through KPI dashboards and service reviews. Ensure compliance with GxP/data‑integrity expectations (e.g., GAMP 5, ALCOA+), and support audits, CAPAs, deviations, and change control for computerized systems. Coordinate site readiness for projects (lab moves, new instruments, integrations), including network segmentation (ISA‑95 / NIST), connectivity, and qualification/validation impact. Maintain cybersecurity and data‑integrity expectations; support regulated operations (e.g., GxP) as applicable. Maintain robust knowledge articles and runbooks for repeatable, high‑quality operations in MLL contexts. Champion reliability and value. Ensure each initiative ties to business outcomes—safety, quality, service, cost—working closely with Operations, Quality, Engineering, and Cybersecurity. Minimum Qualifications Bachelor's in information technology, Computer Science, Engineering, or related field; or equivalent experience. 6+ years in IT service delivery/operations with hands‑on supporting scientific/R&D/operational technology environment (instrument PCs, controllers, data systems) and ITIL‑aligned ITSM (ServiceNow, Jira). Strong understanding of segmented/ICE networks, firewalls, and secure equipment connectivity in regulated settings. Proven leadership of multi‑vendor, on‑site/remote teams with measurable SLA attainment and continual improvement. Clear, concise communicator across operations, quality, and technical stakeholders; strong stakeholder management in fast‑paced settings. #J-18808-Ljbffr TechDigital Group