Information Technology Service Delivery Manager

Own end-to-end delivery reliability and continuous improvement of IT services that enable RD innovation across multiple MedTech business units Ensure secure compliant and resilient operations across lab computing instrument workstations segmented ICE networks and integrated ITOT capabilitiesKey responsibilities:Lead day-to-day IT service delivery for RD labs working in collaboration with the site-based BT and RD leaders incident request problem and change management via ITIL ServiceNow with clear SLAs OLAs and root cause eradication and transparent communications to site leadershipAct as the site technologist Translate RD 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 and how our technology can enable those outcomesServe as domain expert for deployments involving firewalls ICE segmented networks ITOT 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 leaderOversee core lab infrastructure server's networks software baselines backups DR and coordinate patching hardening and vulnerability remediation for instrument workstations within regulated constraints Support audits CAPAs deviations and change controlPartner with Lab Operations Quality Engineering Cybersecurity and vendors to translate lab needs into scalable secure solutions manage vendor performance and onsite activitiesDrive continuous improvement and cost optimization process simplification automation standardization maintaining transparency through KPI dashboards and service reviewsEnsure compliance with GxP data integrity expectations e.g. GAMP 5 ALCOA and support audits CAPAs deviations and change control for computerized systemsCoordinate site readiness for projects lab moves new instruments integrations including network segmentation ISA95 NIST connectivity and qualification validation impactMaintain cybersecurity and data integrity expectations support regulated operations e.g. GxP as applicableMaintain robust knowledge articles and runbooks for repeatable high-quality operations in MLL contextsChampion reliability and value Ensure each initiative ties to business outcomes safety quality service cost working closely with Operations Quality Engineering and CybersecurityMinimum qualifications:Bachelors in information technology Computer Science Engineering or related field or equivalent experience6 years in IT service delivery operations with hands-on supporting scientific RD operational technology environment instrument PCs controllers data systems and ITIL aligned ITSM ServiceNow JiraStrong understanding of segmented ICE networks firewalls and secure equipment connectivity in regulated settingsProven leadership of multivendor onsite/remote teams with measurable SLA attainment and continual improvementClear concise communicator across operations quality and technical stakeholders strong stakeholder management in fast paced settingsPreferred qualifications:Cloud virtualization exposure knowledge of cybersecurity best practices familiarity with RD OT integrations ITIL v3v4 certification ISA95 NISTExperience with GxPCSV or CSA frameworks e.g. GAMP 5 audit support and data integrity practicesFamiliarity with lab data systems e.g. ELNLIMS CDS IoT integrations and monitoring in segmented networks