Senior IT Service Delivery Manager

The Opportunity

As a Senior IT Service Delivery Manager within the Diagnostics R&D Portfolio & Project Management (PPM) organization, you will champion the management, governance, and optimization of IT Services across the entire Diagnostics R&D department.

You will put the needs of our scientific teams at the center of everything you do—ensuring the right processes, resources, and KPIs are in place to meet service commitments. Success in this role requires skillfully navigating a highly complex, matrixed organization to execute comprehensive solution visions and drive strategic vendor partnerships.

Key Responsibilities

Stakeholder & Demand Management

• Strategic Partnership: Identify, engage, and collaborate deeply with all R&D functional heads (including Labs, Computational Science & Engineering, Instrumentation, Engineering, Business Partnering, CDMA, and PPM). Understand their unique technical requirements and propose strategic solutions.

• Demand Forecasting: Maintain a forward-looking perspective of the R&D ecosystem to proactively forecast future infrastructure, platform, and service demands.

• Service Lifecycle Management: Drive the service lifecycle strategy in alignment with broader product roadmaps. Ensure services are clearly cataloged, easily discoverable, and highly consumable for R&D teams, continuously measuring success through User Experience (UX) metrics.

Operations, Governance & Process Optimization

• Metrics & Performance: Define service runs against metrics that matter to R&D teams. Establish new Key Performance Indicators (KPIs), design measurement methods, and hold accountability for delivery against targets, deadlines, and quality standards.

• Process Improvement: Spot operational insights and performance trends to continually drive process efficiencies and quality enhancements. Initiate changes to service specifications based on real-world data.

• Incident & Escalation Management: Swiftly resolve operational incidents to minimize downtime, protecting scientific velocity and business goals. Manage high-profile escalations and implement root-cause improvements to reduce recurring issues.

• Backlog Negotiation: Identify operational gaps, bottlenecks, and technical debt across R&D pillars. Advocate for the prioritization of operational needs directly within product team backlogs.

• Service Continuity: Develop, evaluate, and continually refine business continuity and disaster recovery plans to safeguard critical R&D operations and datasets.

Financial, Sourcing & Vendor Management

• Fiscal Accountability: Manage the team budget with full accountability for invoicing, billing controls, and compliance with local procurement, VMO, security, and legal processes.

• Vendor Performance: Monitor vendor relationships to ensure external operations meet agreed-upon SLA metrics, constantly identifying opportunities to enhance external service delivery.

• Sourcing Innovation: Lead Request for Proposal (RfP) processes, service benchmarking, and the onboarding or transition of services to new suppliers.

• Strategic Sourcing: Partner with sourcing managers to align with global sourcing strategies, exploring modern delivery models (such as co-sourcing or end-to-end sourcing) that fit the R&D landscape.

Methodology & Leadership Innovation

• Agile & DevOps Champion: Drive the implementation of Agile frameworks, DevOps maturity assessments, and automation initiatives to boost operational efficiency across internal and external teams.

• Cultural Leadership: Act as a role model and mentor within the R&D organization. Foster a proactive, open-minded, and healthy "speak-up" culture.

• VACC Leadership: Embody Servant, Creative, and VACC (Visionary, Architect, Catalyst, Coach) leadership behaviors. Guide peers and less experienced professionals through complex problem-solving while providing constructive feedback.

Who You Are

• Bachelor’s degree in IT, Computer Science, Business Administration, or a related field (MBA or Master's degree preferred). Industry certifications (e.g., ITIL, PMP, Agile/Scrum) are highly advantageous.

• 10+ years of senior-level IT service delivery management experience with a proven track record in managing external vendors and collaborating closely with strategic sourcing/procurement functions. Diagnostics, Pharma, or R&D experience is a strong plus.

• Vendor & Sourcing Collaboration: Proven experience in defining technical requirements and operational scopes for Master Service Agreements (MSAs) and Statements of Work (SOWs). Strong ability to partner effectively with Procurement and Legal teams to drive vendor onboarding and service transitions.

• Financial & Operational Acumen: Strong capability in conducting Total Cost of Ownership (TCO) analysis, supporting "make vs. buy" assessments, and translating complex R&D business requirements into enforceable SLAs and OLAs with clear penalty/reward structures.

• Technical Delivery: Deep expertise in the SDLC, Agile frameworks, and DevOps practices, with the ability to align IT service delivery with broader product roadmaps and business strategies.

• Leadership & Influence: Exceptional communication, negotiation, and stakeholder management skills. Proven ability to influence within a highly matrixed organization, manage virtual/globally distributed teams, and embody a VACC (Visionary, Architect, Catalyst, Coach) leadership mindset.

The expected salary range for this position based on the primary location of Indianapolis, IN is between $118,700 - $220,400. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.

Relocation benefits are not available for this job posting.

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