R&D Labs (IT) Service Delivery Lead

Role Summary

This senior IT service delivery and operations role requires a highly experienced professional to oversee and manage laboratory IT environments in a hybrid setting. The position involves leading technical teams, implementing ITIL-based processes, and ensuring the secure, scalable, and compliant operation of complex R&D laboratory systems. The candidate will serve as a key site technologist, translating research and development strategies into effective technology solutions.

Responsibilities

• Manage day-to-day IT service delivery for R&D labs, including incident, request, problem, and change management following ITIL best practices with tools such as ServiceNow
• Act as the site technologist, designing and implementing secure, scalable lab and shop-floor technology infrastructure aligned with R&D objectives
• Provide technical leadership and oversight across lab environments, including instrument workstations, lab PCs, segmented/ICE networks, firewalls, and IT/OT integrations
• Coordinate and guide technical teams and vendors to ensure effective implementation and support of solutions, even if not directly performing hands-on tasks
• Support and maintain lab infrastructure, including networks, servers, backups, and system baselines, while adhering to regulatory and cybersecurity standards
• Assist with Linux-based system environments and provide broad technical guidance across multiple domains
• Collaborate with cross-functional teams involving Lab Operations, Quality, Engineering, and Cybersecurity to deliver solutions that meet business requirements and compliance standards
• Maintain clear communication with business stakeholders, providing updates on service status, resolving issues, and managing expectations
• Drive continuous improvement initiatives through process standardization, automation, and optimization
• Support regulated processes such as audits, CAPAs, deviations, and change control, ensuring compliance and operational readiness

Qualifications

• Six or more years of experience in IT service delivery or operations within R&D, scientific, or operational technology environments
• Strong knowledge of networking, firewalls, segmented/ICE environments, and lab/instrument-based systems and infrastructure
• Proven experience with ITIL-based service management processes and tools, including ServiceNow and Jira
• Demonstrated ability to lead and coordinate technical teams (on-site and remote) as well as external vendors
• Excellent communication and stakeholder management skills with the ability to connect technical solutions to business needs
• Experience supporting and maintaining lab infrastructure, including networks, servers, and backups, with a focus on security and compliance
• Technical proficiency in Linux environments and a broad understanding across multiple technical domains
• Ability to prioritize and manage multiple projects in a fast-paced environment
• Strong problem-solving skills and the ability to connect complex systems to guide effective solutions
• “In compliance with federal law, all persons hired must verify their identity and eligibility to work in the United States and complete the required employment eligibility verification form upon hire. Candidates must be legally authorized to work in the United States without employer sponsorship, now or in the future.

Publishing Pay Range: $48.72 - $52.19 hourly

This position offers a hybrid schedule, with time split between the office and remote work.