Service Delivery Lead

ResponsibilitiesRole PurposeThe Service Delivery Lead (SDL) is responsible for ensuring reliable, secure, and compliant delivery of IT services across R&D lab environments. This role partners closely with site leadership, Lab Operations, Engineering, and Cybersecurity teams to enable innovation through resilient lab infrastructure, instrument connectivity, and IT/OT integration.The SDL acts as the on-site technology leader—translating business needs into practical solutions, guiding technical teams, and ensuring seamless service delivery in a regulated MedTech environment.Key Responsibilities:Own day-to-day IT service delivery for R&D labs, including incident, request, problem, and change management aligned to ITIL practices (e.g., ServiceNow), with clear SLA accountability.Act as the site technologist, translating R&D strategies into secure, scalable lab and shop-floor solutions.Provide technical leadership and oversight across lab environments, including:Instrument workstations and lab PCsSegmented/ICE networks and firewallsIT/OT integrations and equipment connectivityGuide and coordinate technical teams and vendors—ensuring the right solutions are implemented, even if not directly hands-on.Support and maintain lab infrastructure (networks, servers, backups, and system baselines) while ensuring compliance with regulatory and cybersecurity standards.Assist with Linux-based environments and provide broad technical guidance across multiple domains.Partner with cross-functional teams (Lab Operations, Quality, Engineering, Cybersecurity) to deliver solutions that meet business, compliance, and performance needs.Ensure strong communication with business stakeholders—providing transparency on service status, issues, and resolutions.Drive continuous improvement through standardization, automation, and process optimization.Support regulated processes including audits, CAPAs, deviations, and change control.Coordinate site readiness for projects such as lab expansions, instrument onboarding, and network segmentation.Develop and maintain documentation, knowledge articles, and runbooks for consistent service delivery.Champion alignment of IT services to business outcomes such as safety, quality, service, and cost.Minimum Qualifications:6+ years of experience in IT service delivery or operations within R&D, scientific, or operational technology environments.Strong working knowledge of:Networking, firewalls, and segmented/ICE environmentsITIL-based service management processes and tools (e.g., ServiceNow, Jira)Lab or instrument-based systems and infrastructureDemonstrated ability to lead and coordinate technical teams (on-site and remote) and vendors.Strong communication and stakeholder management skills across technical and business audiences.Ability to "connect the dots” across systems and guide teams toward effective solutions.