Service Delivery Lead - R&D Labs

Responsibilities

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 Med Tech 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., Service Now), 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., Service Now, 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.