Service Delivery Lead

Greetings from Inherent Technologies! Hope this email finds you in the best of your health

My name is Bhanu and Im an IT recruiter at Inherent Technologies.

Position: Service Delivery Lead

Location: Jacksonville FL***onsite***

Duration: 1 Year

Job Description:

Role Purpose
Own end-to-end delivery reliability and continuous improvement of IT services that enable R&D innovation across multiple MedTech business units. Ensure secure compliant and resilient operations across lab computing instrument workstations segmented/ICE networks and integrated IT/OT capabilities.

Key Responsibilities:
Lead day-to-day IT service delivery for R&D labs working in collaboration with the site based BT and R&D leaders; incident request problem and change management via ITIL/ServiceNow with clear SLAs/OLAs and root-cause eradication and transparent communications to site leadership.
Act as the site technologist. Translate R&D 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(s) and how our technology can enable those outcomes
Serve as domain expert for deployments involving firewalls ICE/segmented networks IT/OT 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 leader
Oversee core lab infrastructure (servers networks software baselines backups/DR) and coordinate patching hardening and vulnerability remediation for instrument workstations within regulated constraints. Support audits CAPAs deviations and change control.
Partner with Lab Operations Quality Engineering Cybersecurity and vendors to translate lab needs into scalable secure solutions; manage vendor performance and on site activities.
Drive continuous improvement and cost optimization (process simplification automation standardization) maintaining transparency through KPI dashboards and service reviews.
Ensure compliance with GxP/data integrity expectations (e.g. GAMP 5 ALCOA) and support audits CAPAs deviations and change control for computerized systems.
Coordinate site readiness for projects (lab moves new instruments integrations) including network segmentation (ISA-95 / NIST) connectivity and qualification/validation impact.
Maintain cybersecurity and data-integrity expectations; support regulated operations (e.g. GxP) as applicable.
Maintain robust knowledge articles and runbooks for repeatable high quality operations in MLL contexts.
Champion reliability and value. Ensure each initiative ties to business outcomes-safety quality service cost-working closely with Operations Quality Engineering and Cybersecurity.

Minimum Qualifications:
Bachelors in information technology Computer Science Engineering or related field; or equivalent experience.
6 years in IT service delivery/operations with hands-on supporting scientific/R&D/operational technology environment (instrument PCs controllers data systems) and ITIL aligned ITSM (ServiceNow Jira).
Strong understanding of segmented/ICE networks firewalls and secure equipment connectivity in regulated settings.
Proven leadership of multi vendor on site/remote teams with measurable SLA attainment and continual improvement.
Clear concise communicator across operations quality and technical stakeholders; strong stakeholder management in fast paced settings.