ITOT Service Delivery Manager (Regulated Manufacturing & PKI)

Experience: 8-10 years

Required Skills:

Public Key Infrastructure

As a part of an IT/Operational Technology (ITOT) team you will be responsible for overseeing the IT systems and operational technology that support manufacturing and laboratory processes.

Job Description

Service Delivery: Execute the IT/OT service strategy aligned with business objectives.

Collaborate with IT and OT teams to identify service improvement opportunities and ensure alignment with industry best practices.

Service Design and Implementation: Lead the design of IT/OT services ensuring they are robust scalable and aligned with security standards.

Ensure service level agreements (SLAs) and key performance indicators (KPIs) for monitoring service delivery are met.

Make sure ITIL (Information Technology Infrastructure Library) practices and methodologies are followed.

Project and operations management.

Leading projects: Managing the lifecycle of IT and OT projects including the implementation and upgrades of systems.

Ensuring up time: Overseeing day-to-day IT system operations to ensure reliability and availability.

Handling incidents: Providing advanced troubleshooting and acting as an escalation point for major IT issues.

Regulatory and quality assurance.

Ensuring Compliance: Ensuring all systems comply with relevant regulations and industry standards which is especially critical in a regulated field like cell and gene therapy.

Managing audits: Participating in internal and external audits and coordinating responses to audit requests.

Managing risks: Performing risk assessments to develop response strategies and mitigate potential threats.

Risk Management and Compliance: Ensure IT/OT services comply with regulatory requirements and industry standards (e.g. cybersecurity data privacy).

Identify and mitigate risks associated with IT/OT service delivery implementing appropriate controls and contingency plans.

Customer and stakeholder engagement.

Managing relationships: Building and maintaining strong relationships with internal and external stakeholders vendors and partners.

Serving as a liaison: Acting as the bridge between technical teams and business stakeholders to align IT efforts with organizational goals.

Collecting requirements: Working with business stakeholders to understand program requirements and determine necessary resources.

Team Leadership and Mentoring: Guiding and monitoring the IT operations team providing mentorship and development opportunities.

Promoting collaboration: Fostering a collaborative and inclusive work environment.

Coordinating resources: Coordinating internal and external resources to meet project requirements.

Candidate Requirements: Proven experience in IT service management with specific expertise in managing IT/OT services.

Solid experience with continuous development software cycles in a highly regulated environment.

In-depth knowledge of ITIL framework and best practices.

Familiarity with industry-specific regulations and standards (e.g. ISA-95).