Description

Lead day-to-day IT service delivery for R&D labs, managing incidents, requests, and changes via ITIL/ServiceNow with clear SLAs/OLAs.

This role is on-site.

Responsibilities

• Translate R&D site strategies into secure solutions, advising on architectures and patterns that accelerate throughput and quality.
• Oversee core lab infrastructure including servers, networks, software baselines, backups, and DR, coordinating patching and hardening.
• Drive continuous improvement and cost optimization through process simplification, automation, and standardization.
• Support audits, CAPAs, deviations, and change control to ensure compliance with GxP and data-integrity expectations.

Required Skills

• 5+ years of experience in IT service delivery or site technologist roles.
• Proficiency in ServiceNow for incident, request, problem, and change management.
• Strong understanding of ITIL processes, SLAs, and OLAs.
• Experience with cybersecurity principles, network segmentation (ISA-95/NIST), and IT/OT integrations.
• Familiarity with Jira and ITSM tools.
• Knowledge of GAMP 5, ALCOA+, and regulated environment compliance.
• Bachelor’s degree in a related field.

Preferred Skills

• Experience with IoT enablement and equipment connectivity (instrument PCs, controllers, gateways).
• Background in supporting audits and managing vendor performance in lab settings.

Key Skills

Education

Bachelor’s degree