Plant IT Service Delivery Lead

Role & responsibilities

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• Lead end-to-end IT service delivery and governance for manufacturing plant operations.
• Ensure seamless delivery of End User Services (EUS) and plant IT support in line with business objectives.
• Manage and oversee IT infrastructure, networking, cybersecurity, and enterprise systems support.
• Act as the primary IT interface for plant leadership, business stakeholders, QA, QC, and Production teams.
• Drive service excellence through established ITIL-based service management practices.
• Monitor, manage, and improve ServiceNow ticketing processes, incident management, problem management, and service request fulfillment.
• Ensure compliance with pharmaceutical regulatory standards including GxP, GMP, and internal quality requirements.
• Coordinate with global and regional IT teams to implement standards, policies, and technology initiatives.
• Lead vendor management activities and ensure SLA adherence for all IT services.
• Support audits, validation activities, risk assessments, and compliance reviews.
• Drive continuous improvement initiatives to optimize IT operations, service quality, and user experience.
• Ensure business continuity, disaster recovery readiness, and cybersecurity compliance across plant IT systems.

Preferred candidate profile

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• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
• 10+ years of experience in IT Service Delivery, Plant IT Operations, or Manufacturing IT environments.
• Strong experience supporting pharmaceutical manufacturing operations.
• Deep understanding of GxP, GMP, and regulated environments.
• Proven experience managing End User Services (EUS) governance and support operations.
• Strong knowledge of ServiceNow ticket management and IT service management processes.
• Experience in managing IT infrastructure, networking, cybersecurity, and enterprise applications.
• Exposure to ITIL-based service delivery frameworks and governance models.
• Excellent stakeholder management, communication, and leadership skills.
• Ability to manage multiple priorities in a fast-paced manufacturing environment.

Preferred Qualifications

• ITIL Foundation/Intermediate Certification.
• Experience supporting Manufacturing Execution Systems (MES), Laboratory Systems, and Plant Automation environments.
• Exposure to audit management and computer system validation (CSV).
• Experience working with global support teams and managed service providers.

Key Competencies

• IT Service Delivery Leadership
• Plant IT Operations Management
• Pharmaceutical IT Systems
• GxP Compliance
• Stakeholder Management
• ServiceNow Administration & Governance
• Infrastructure & Cybersecurity Management
• Incident & Problem Management
• Vendor Management
• Continuous Improvement