Service Delivery Lead – R&D Labs (IT)

MatchPoint Solutions is a fast-growing young energetic global IT-Engineering services company with clients across the US. We provide technology solutions to various clients like Uber Robinhood Netflix Airbnb Google Sephora and more! More recently we have expanded to working internationally in Canada China Ireland UK Brazil and India. Through our culture of innovation we inspire build and deliver business results from idea to outcome. We keep our clients on the cutting edge of the latest technologies and provide solutions by using industry-specific best practices and expertise.

We are excited to be continuously expanding our team. If you are interested in this position please send over your updated resume. We look forward to hearing from you!

Service Delivery Lead R&D Labs (IT)

Location: HYBRID - Jacksonville FL (onsite minimum 4 days per week)

Duration: 6 Months (High potential to extend longer)

Pay rate: $50 - $55/hr on W2

Role Purpose The 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 PCs
  • Segmented/ICE networks and firewalls
  • IT/OT integrations and equipment connectivity
• Guide 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 environments
  • ITIL-based service management processes and tools (e.g. ServiceNow Jira)
  • Lab or instrument-based systems and infrastructure
• Demonstrated 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.

MatchPoint Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.