What are the responsibilities and job description for the Service Delivery Lead position at Sibitalent Corp?
Job Description:
- 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.
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.