Senior Service Deliver Manager- Infrastructure Engineering

The Role

Joining Moderna offers the unique opportunity to be part of a pioneering team thats revolutionizing medicine through mRNA technology with a diverse pipeline of development programs across various diseases.

As an employee youll be part of a continually growing organization working alongside exceptional colleagues and strategic partners worldwide contributing to global health initiatives.

Modernas commitment to advancing the technological frontier of mRNA medicines ensures a challenging and rewarding career experience with the potential to make a significant impact on patients lives worldwide.

Moderna is solidifying its presence within our international business services hub in Warsaw Poland a city renowned for its rich scientific and technological heritage. This hub provides critical functions meeting the growing demand of Modernas global business operations. Were inviting professionals from around the world to join our mission and contribute to the future of mRNA medicines.

This role is an exciting opportunity to drive excellence in infrastructure service delivery within a highgrowth organization that is radically transforming the biotech industry. As the Senior Service Delivery Manager Infrastructure Engineering you will work alongside Infrastructure Operations Engineering and Security teams to enhance process governance enforce ITSM best practices and optimize SLAs across network compute and storage environments. You will be a key liaison between Infrastructure Operations Engineering and external partners ensuring that infrastructure services are delivered efficiently reliably and in compliance with industry standards including GxP where applicable. This is a highly visible handson role where you will influence and drive continuous improvement initiatives to enhance service quality across global infrastructure services.

Heres What Youll Do:

Your key responsibilities will be:

• ITSM Oversight: Managing Incident Problem Change Configuration Release & Deployment and Knowledge Processes for infrastructure services.

• Defining and measuring operational SLAs (uptime resolution times etc. ensuring they are met.

• Owning the service request process driving continuous improvement to enhance service delivery and enduser experience.

• Ensuring smooth handoffs between Infrastructure Operations Engineering and Security teams to improve efficiency and reduce downtime.

Your responsibilities will also include:

• Process Governance & Continuous Improvement:

  • Leading initiatives to streamline IT service management processes using ITIL or similar frameworks.

  • Developing and implementing key performance indicators (KPIs) to track and improve infrastructure service quality and operational performance.

  • Standardizing and improving service transition processes for smooth deployments of new infrastructure capabilities.

  • Collaborating with audit and compliance teams to ensure adherence to internal policies and external regulatory requirements including GxP where applicable.

• Service Reporting & Metrics:

  • Tracking and reporting on infrastructure performance incidents and SLA adherence across global operations.

  • Delivering monthly and quarterly reviews on operational health and service delivery improvements to senior leadership.

  • Partnering with Observability Engineers to refine monitoring alerting and reporting systems ensuring full visibility across infrastructure services.

• CrossFunctional Collaboration:

  • Working closely with infrastructure security engineering and operations teams to align on process enhancements and incident response management.

  • Serving as a primary point of contact for escalated service issues coordinating resolution efforts across teams.

The key Moderna Mindsets youll need to succeed in the role:

• Act with Urgency: This role is crucial to ensuring high availability and operational efficiency for Modernas infrastructure services. A proactive approach and the ability to quickly address critical incidents will be essential.

• Obsess Over Learning: The evolving landscape of IT service management and infrastructure operations demands continuous learning. You will need to stay ahead of industry best practices and proactively enhance service processes to drive innovation and reliability.

Heres What Youll Need (Basic Qualifications)

• 8 years of experience in IT service management infrastructure operations or a related field with a strong focus on process governance and service delivery.

• Proven expertise in managing SLAs vendor relationships and ITSM frameworks (e.g. ITIL).

• Handson experience with ServiceNow JIRA or similar ITSM tools to support and enhance service management processes.

• Solid understanding of infrastructure engineering principles (network compute and storage) and the challenges of managing a global highavailability environment.

• Excellent analytical and problemsolving skills with a datadriven approach to performance improvement.

• Strong communication skills and the ability to collaborate effectively across technical and nontechnical teams.

Heres What Youll Bring to the Table (Preferred Qualifications):

• Experience in GxPregulated environments is a plus. If no prior GxP experience the manager should be capable of quickly learning GxP requirements and applying best practices for compliance in infrastructure service management.

• Experience in a highgrowth complex operational environment ideally within the biotech pharmaceutical or healthcare sectors.

• A track record of successfully leading continuous improvement initiatives and process optimizations.

• Familiarity with modern observability and reporting tools as well as experience working alongside crossfunctional technical teams.

• Project management skills with the ability to oversee multiple initiatives concurrently.

• Industry certifications in ITSM such as ITIL Expert or similar credentials are a plus.

• A proactive mindset with the drive to innovate and ensure service excellence in a rapidly evolving industry.

At Moderna we believe that when you feel your best you can do your best work. Thats why our global benefits and wellbeing resources are designed to support youat work at home and everywhere in between.

• Quality healthcare and insurance benefits
• Lifestyle Spending Accounts to create your own pathway to wellbeing
• Free premium access to fitness nutrition and mindfulness classes
• Family planning and adoption benefits
• Generous paid time off including vacation bank holidays volunteer days sabbatical global recharge days and a discretionary yearend shutdown
• Savingsandinvestments
• Locationspecific perks and extras!

The benefits offered may vary depending on the nature of your employment with Moderna and the country where you work.

About Moderna

Since our founding in 2010 we have aspired to build the leading mRNA technology platform theinfrastructure to reimagine how medicines are created and delivered and a worldclass team. We believe in giving our people a platform to change medicine and an opportunity to change the world.

By living our mission values and mindsets every day our peopleare the driving force behind our scientific progress and our culture.Together we are creating a culture of belonging and building an organization that cares deeply for our patients our employees the environment and our communities.

We are proud to have been recognized as a Science Magazine Top Biopharma Employer a Fast Company Best Workplace for Innovators and a Great Place to Work in the U.S.

As we build our company we have always believed an inperson culture is critical to our success. Moderna champions the significant benefits of inoffice collaboration by embracing a 70/30 work model. This 70 inoffice structure helps to foster a culture rich in innovation teamwork and direct mentorship. Join us in shaping a world where every interaction is an opportunity to learn contribute and make a meaningful impact.

If you want to make a difference and join a team that is changing the future of medicine we invite you to visit modernatx/careers to learn more about our current opportunities.

Moderna is a smokefree alcoholfree and drugfree work environment.

Moderna is a place where everyone can grow. If you meet the Basic Qualifications for the role and you would be excited to contribute to our mission every day please apply!

Moderna is committed to equal opportunity in employment and nondiscrimination for all employees and qualified applicants without regard to a persons race color sex gender identity or expression age religion national origin ancestry or citizenship ethnicity disability military or protected veteran status genetic information sexual orientation marital or familial status or any other personal characteristic protected under applicable law. We consider qualified applicants regardless of criminal histories consistent with legal requirements.

Were focused on attracting retaining developing and advancing our employees. By cultivating a workplace that values diverse experiences backgrounds and ideas we create an environment where every employee can contribute their best.

Moderna is committed to offering reasonable accommodation or adjustments to qualified job applicants with disabilities. Any applicant requiring an accommodation or adjustment in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should contact the Accommodations and Adjustments team at .