IT/OT Service Delivery Manager - Automation, Applications, Infrastructure & Validation (GxP) (Hybrid)Employment Type: Full-Time
Role OverviewCognizant is seeking a highly experienced
IT/OT Service Delivery Manager to lead the delivery of managed services supporting GxP-regulated laboratory, manufacturing, and business-critical systems across a Life Sciences environment.
This leadership role combines people management, technical oversight, operational excellence, and compliance governance across a diverse IT/OT landscape. The successful candidate will lead multidisciplinary engineering teams supporting automation systems, OT applications, infrastructure platforms, and validation activities while ensuring service quality, regulatory compliance, and continuous improvement.
This position is ideal for an experienced IT/OT leader with expertise in pharmaceutical, biotechnology, or medical device environments who can effectively manage operations across validated manufacturing systems, enterprise infrastructure, and regulatory frameworks.
Work ModelThis position follows a
hybrid work model with a combination of on-site and remote work. The role supports multiple customer locations and requires periodic travel for site support, project delivery, audits, and stakeholder engagements.
Key ResponsibilitiesTeam Leadership & Capability Development- Lead, mentor, and develop multidisciplinary teams including:
- Automation System Engineers
- OT Business Application Engineers
- IT/OT Infrastructure & Systems Engineers
- Quality & Validation Engineers
- Establish team objectives, manage workload allocation, and oversee support schedules and on-call coverage.
- Conduct performance reviews and provide coaching, mentoring, and career development opportunities.
- Drive recruiting, onboarding, knowledge transfer, and succession planning activities.
- Promote a culture focused on safety, quality, compliance, operational excellence, and data integrity.
Service Delivery & Operational Management- Own end-to-end managed service delivery against agreed service levels, key performance indicators, and quality objectives.
- Govern Incident, Problem, and Change Management processes aligned to ITIL best practices.
- Serve as the primary escalation point for major incidents and business-critical support issues.
- Monitor service performance, risk management activities, and compliance obligations.
- Deliver monthly operational reports highlighting service performance, risks, improvement opportunities, and customer outcomes.
- Drive continuous improvement initiatives across manufacturing, laboratory, and enterprise environments.
Technical Oversight - Automation, Applications & Infrastructure- Provide technical leadership for industrial automation environments including:
- PLCs (Siemens S7, Allen-Bradley)
- SCADA systems
- Historian platforms
- Manufacturing systems
- Oversee support for OT applications including:
- Werum PAS-X MES
- OSIsoft PI Historian
- Building Management Systems (BMS)
- DeltaV and other DCS platforms
- GMP workstations, printers, peripherals, and laboratory systems
- Direct IT/OT infrastructure operations including:
- Windows Server environments
- Active Directory
- VMware vSphere / ESXi
- Hyper-V
- Dell VRTX platforms
- Endpoint management solutions
- SCCM / MECM administration
- Backup and Disaster Recovery solutions
- Review and approve system design documentation, SDLC artifacts, operational procedures, and engineering standards.
- Guide application lifecycle management including deployment, patching, upgrades, virtualization, and retirement activities.
Quality, Compliance & Validation Governance- Lead Computer System Validation (CSV) and Computer Software Assurance (CSA) activities across regulated environments.
- Ensure compliance with:
- FDA 21 CFR Part 11
- EU Annex 11
- GAMP 5
- Data Integrity (ALCOA+) principles
- cGMP requirements
- Govern:
- Change Controls
- Deviations
- CAPAs
- Periodic Reviews
- Access Reviews
- Audit Trail Reviews
- Lead inspection readiness activities and support internal, customer, and regulatory audits.
- Ensure validated state is maintained throughout the system lifecycle, including upgrades, patching, migrations, and decommissioning.
Stakeholder & Vendor Management- Serve as the primary liaison between customer stakeholders, Quality Assurance, Engineering, Operations, and Global IT organizations.
- Manage third-party vendors, contractors, and service providers operating within the IT/OT environment.
- Participate in governance meetings, steering committees, project reviews, and customer-facing forums.
- Build strong working relationships across business and technical teams to improve service delivery and customer satisfaction.
Project, Migration & Change Delivery- Lead infrastructure, application, virtualization, and OT transformation initiatives.
- Manage project timelines, deliverables, resources, risks, and compliance documentation.
- Coordinate OT network migration and modernization programs, including readiness assessments, testing, cutover planning, and post-migration support.
- Partner with project teams to ensure successful and compliant transition of new solutions into operational support.
Required Qualifications- Bachelor's degree in Computer Science, Engineering, Information Technology, or a related discipline, or equivalent experience.
- Extensive experience managing IT/OT operations and managed services within pharmaceutical, biotechnology, medical device, or other regulated Life Sciences environments.
- Demonstrated leadership experience managing multidisciplinary technical teams across onsite and remote locations.
- Strong expertise in:
- Windows Server (2008-2022)
- Active Directory
- Endpoint and Server Administration
- Advanced experience with virtualization technologies:
- VMware vSphere / ESXi
- Hyper-V
- Dell VRTX environments
- Strong experience with SCCM/MECM including software deployment, patching, compliance reporting, and endpoint remediation.
- Experience managing application lifecycle processes including packaging, deployment, upgrades, virtualization, and retirement.
- Working knowledge of:
- PLC/SCADA systems
- Siemens and Allen-Bradley automation platforms
- Werum PAS-X
- OSIsoft PI
- DeltaV
- Building Management Systems (BMS)
- Strong knowledge of:
- GxP regulations
- FDA 21 CFR Part 11
- EU Annex 11
- Data Integrity (ALCOA+)
- Change Control and Audit Readiness
- Experience overseeing CSV/CSA programs utilizing GAMP 5 methodologies.
- Strong ITIL-based service management experience.
- Strong stakeholder management, communication, organization, and leadership skills.
- Knowledge of cybersecurity principles, backup strategies, and disaster recovery practices.
Preferred Qualifications- Experience supporting global or multi-site Life Sciences managed service environments.
- Experience leading large-scale infrastructure modernization or OT network migration programs.
- Scripting and automation expertise using PowerShell, VBScript, or equivalent technologies.
- Basic database administration experience.
- ITIL Certification.
- GAMP 5 Certification.
- Six Sigma, Quality Management, or related certifications.
- Vendor certifications in Microsoft, VMware, or automation technologies.
Regulatory & Compliance KnowledgeCandidates should demonstrate expertise with:
- cGMP and GxP regulations
- FDA 21 CFR Part 11
- EU Annex 11
- GAMP 5
- Computer System Validation (CSV)
- Computer Software Assurance (CSA)
- ALCOA+ Data Integrity principles
- Change Control and CAPA processes
- Audit and Inspection Readiness
Salary and Other CompensationThe annual salary for this position is anticipated to be between
$140,000 and $155,000 USD, depending on experience, qualifications, geographic location, skills, certifications, and other factors permitted by law.
In addition to base salary, this position may be eligible for:
- Annual performance-based bonus
- Merit-based compensation increases
- Employee referral bonuses, where applicable
The compensation information provided is accurate as of the date of this posting. Cognizant reserves the right to modify compensation information based on business needs and applicable laws.
BenefitsCognizant offers a comprehensive benefits package, including:
- Medical, Dental, and Vision Insurance
- Health Savings Account (HSA) and Flexible Spending Accounts (FSA)
- Life Insurance and AD&D Coverage
- Short-Term and Long-Term Disability Insurance
- Paid Time Off (PTO) and Company Holidays
- 401(k) Plan with Company Contributions (subject to eligibility)
- Employee Stock Purchase Plan (where available)
- Employee Assistance Program (EAP)
- Parental Leave and Family Care Benefits
- Tuition Reimbursement and Professional Development Programs
- Access to Learning, Certification, and Career Development Opportunities
Benefits are subject to eligibility requirements and may change based on plan availability.
TravelPeriodic travel is required to support customer sites, project delivery activities, audits, validation efforts, and stakeholder meetings across multiple locations.
