IT​/OT Delivery Manager

IT/OT Service Delivery Manager – Automation, Applications, Infrastructure & Validation (GxP) (Hybrid)

Cognizant is seeking a highly experienced IT/OT Service Delivery Manager to lead the delivery of managed services supporting GxP-regulated laboratory, manufacturing, and business-critical systems across a Life Sciences environment.

This leadership role combines people management, technical oversight, operational excellence, and compliance governance across a diverse IT/OT landscape. The successful candidate will lead multidisciplinary engineering teams supporting automation systems, OT applications, infrastructure platforms, and validation activities while ensuring service quality, regulatory compliance, and continuous improvement.

This position is ideal for an experienced IT/OT leader with expertise in pharmaceutical, biotechnology, or medical device environments who can effectively manage operations across validated manufacturing systems, enterprise infrastructure, and regulatory frameworks.

This position follows a hybrid work model with a combination of on-site and remote work. The role supports multiple customer locations and requires periodic travel for site support, project delivery, audits, and stakeholder engagements.

Key Responsibilities

• Team Leadership & Capability Development
• Lead, mentor, and develop multidisciplinary teams including:
  Automation System Engineers, OT Business Application Engineers, IT/OT Infrastructure & Systems Engineers, Quality & Validation Engineers
• Establish team objectives, manage workload allocation, and oversee support schedules and on-call coverage.
• Conduct performance reviews and provide coaching, mentoring, and career development opportunities.
• Drive recruiting, onboarding, knowledge transfer, and succession planning activities.
• Promote a culture focused on safety, quality, compliance, operational excellence, and data integrity.
• Service Delivery & Operational Management
• Own end-to-end managed service delivery against agreed service levels, key performance indicators, and quality objectives.
• Govern Incident, Problem, and Change Management processes aligned to ITIL best practices.
• Serve as the primary escalation point for major incidents and business-critical support issues.
• Monitor service performance, risk management activities, and compliance obligations.
• Deliver monthly operational reports highlighting service performance, risks, improvement opportunities, and customer outcomes.
• Drive continuous improvement initiatives across manufacturing, laboratory, and enterprise environments.
• Technical Oversight – Automation, Applications & Infrastructure
• Provide technical leadership for industrial automation environments including: PLCs (Siemens S7, Allen-Bradley), SCADA systems, Historian platforms, Manufacturing systems
• Oversee support for OT applications including:
  Werum PAS-X MES, OSIsoft PI Historian, Building Management Systems (BMS), DeltaV and other DCS platforms, GMP workstations, printers, peripherals, and laboratory systems
• Direct IT/OT infrastructure operations including:
  Windows Server environments, Active Directory, VMware vSphere / ESXi, Hyper-V, Dell VRTX platforms, Endpoint management solutions, SCCM / MECM administration, Backup and Disaster Recovery solutions
• Review and approve system design documentation, SDLC artifacts, operational procedures, and engineering standards.
• Guide application lifecycle management including deployment, patching, upgrades, virtualization, and retirement activities.
• Quality, Compliance & Validation Governance
• Lead Computer System Validation (CSV) and Computer Software Assurance (CSA) activities across regulated environments.
• Ensure compliance with: FDA 21 CFR Part 11, EU Annex 11, GAMP 5, Data Integrity (ALCOA+) principles, cGMP requirements
• Govern:
  Change Controls, Deviations, CAPAs, Periodic Reviews, Access Reviews, Audit Trail Reviews
• Lead inspection readiness activities and support internal, customer, and regulatory audits.
• Ensure validated state is maintained throughout the system lifecycle, including upgrades, patching, migrations, and decommissioning.
• Stakeholder & Vendor Management
• Serve as the primary liaison between customer…