MLL-Service Delivery Lead

Role: MLL‑Service Delivery Lead

Hybrid working 2 to 3 days in office at Grand Oak Cir, Tampa, FL 33637. Duration: 12 months.

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

• Bachelor’s degree in information technology, computer science, engineering, or related field; or equivalent experience.
• 5+ years in IT service delivery/operations with hands‑on supporting scientific/R&D/operational technology environments (instrument PCs, controllers, data systems) and ITIL‑aligned ITSM (Service Now, 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.

• Cloud/virtualization exposure; knowledge of cybersecurity best practices; familiarity with R&D OT integrations; ITIL v3/v4 certification; ISA‑95/NIST.
• Experience with GxP/CSV or CSA frameworks (e.g., GAMP
  5), audit support, and data‑integrity practices.
• Familiarity with lab data systems (e.g., ELN/LIMS, CDS), IoT integrations, and monitoring in segmented networks.
• Machine Learning Lifecycle experience in R&D labs.

• Lead day‑to‑day IT service delivery for R&D labs in collaboration with site‑based BT and R&D leaders; manage incidents, requests, problems, and changes via ITIL/Service Now with clear SLAs/OLAs, root‑cause eradication, and transparent communications to site leadership.
• Act as the site technologist, translating 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 and how the 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.