IT Service Delivery Manager

Job Title: IT Service Delivery Lead – R&D Labs (MedTech)

Location: Jacksonville, FL (100% Onsite)

Employment Type: W2 Contract

Role Overview

The IT Service Delivery Lead will own end-to-end delivery, reliability, and continuous improvement of IT services supporting R&D lab environments across MedTech business units. This role ensures secure, compliant, and resilient operations across lab computing, instrument workstations, segmented networks, and IT/OT integrations.

Key Responsibilities

• Lead day-to-day IT service delivery for R&D labs in collaboration with BT and R&D leaders, managing incidents, requests, problems, and changes via ITIL/ServiceNow with defined SLAs/OLAs.
• Act as the site technologist, translating R&D strategies into secure, scalable lab and shop-floor solutions.
• Serve as domain expert for firewalls, segmented/ICE networks, IT/OT integrations, IoT enablement, and instrument connectivity.
• Oversee core lab infrastructure (servers, networks, backups, DR) and manage patching, hardening, and vulnerability remediation in regulated environments.
• Support audits, CAPAs, deviations, and change control processes aligned with compliance standards.
• Partner with Lab Operations, Quality, Engineering, Cybersecurity, and vendors to deliver scalable and secure solutions.
• Drive continuous improvement through automation, standardization, and cost optimization; maintain KPI dashboards and service reviews.
• Ensure compliance with GxP, GAMP 5, ALCOA and data integrity standards.
• Coordinate site readiness for lab moves, new instruments, and integrations, including network segmentation (ISA-95 / NIST).
• Maintain cybersecurity posture and ensure data integrity in regulated environments.
• Develop and maintain knowledge articles and operational runbooks.
• Align all initiatives with business outcomes: safety, quality, service, and cost.

Required Qualifications

• Bachelor’s degree in IT, Computer Science, Engineering, or related field (or equivalent experience).
• 6 years of experience in IT service delivery/operations supporting R&D or scientific environments.
• Strong experience with ITIL-based ITSM tools (ServiceNow, Jira).
• Hands-on expertise with instrument PCs, lab systems, controllers, and IT/OT environments.
• Deep understanding of segmented networks, firewalls, and secure equipment connectivity in regulated settings.
• Proven leadership managing multi-vendor teams (onsite/offshore) with SLA-driven performance.
• Strong communication and stakeholder management skills across technical and business teams.