MLL - Service Delivery Lead

Role : MLL - Service Delivery Lead

(Machine Learning Lifecycle preferred from R&D / Manufacturing Labs)

Working model : Hybrid working 2 to 3 days in office location at Grand Oak Cir, Tampa, FL, 33637

Role Purpose

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

Minimum Qualifications

· Bachelor’s 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 environment (instrument PCs, controllers, data systems) and ITIL‑aligned ITSM (ServiceNow, 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.

Preferred Qualifications

· 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 in R&D Labs

Key Responsibilities

· Lead day-to-day IT service delivery for R&D labs working in collaboration with the site based BT and R&D leaders; incident, request, problem, and change management via ITIL/ServiceNow with clear SLAs/OLAs and root-cause eradication and transparent communications to site leadership.

· Act as the site technologist. Translate 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(s) and how our 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. Support audits, CAPAs, deviations, and change control.

· Partner with Lab Operations, Quality, Engineering, Cybersecurity, and vendors to translate lab needs into scalable, secure solutions; manage vendor performance, and on‑site activities.

· Drive continuous improvement and cost optimization (process simplification, automation, standardization), maintaining transparency through KPI dashboards and service reviews.

· Ensure compliance with GxP/data‑integrity expectations (e.g., GAMP 5, ALCOA+), and support audits, CAPAs, deviations, and change control for computerized systems.

· Coordinate site readiness for projects (lab moves, new instruments, integrations), including network segmentation (ISA-95 / NIST), connectivity, and qualification/validation impact.

· Maintain cybersecurity and data-integrity expectations; support regulated operations (e.g., GxP) as applicable.

· Maintain robust knowledge articles and runbooks for repeatable, high‑quality operations in MLL contexts.

· Champion reliability and value. Ensure each initiative ties to business outcomes—safety, quality, service, cost—working closely with Operations, Quality, Engineering, and Cybersecurity.