Information Technology Service Delivery Manager

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.

Minimum Qualifications

• Bachelor’s in information technology, Computer Science, Engineering, or related field; or equivalent experience.
• 8+ 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.

Preferred Qualifications

• Cloud/virtualization exposure; knowledge of cybersecurity best practices; familiarity with R &D OT integrations; ITIL v3/v4 certification ISA-95/ NIST
• Experience with GxP/CSV or CSA frameworks (e.g., GAMP 5), audit support, and data‑integrity practices.
• Familiarity with lab data systems (e.g., ELN/LIMS, CDS), IoT integrations, and monitoring in segmented networks.
• Machine Learning Lifecycle in R&D Labs
• Lab IT / Instrument Workstations / R&D Environment

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.