Service Delivery Manager - Hosting Infrastructure for R&D

Description

The team runs hosting infrastructure for Pharma and Diagnostics research labs across several sites worldwide.

This role is the day-to-day link between the central Hosting and Infrastructure platform engineers and the R&D groups that use their services.

The position is for a Service Delivery Manager on the R&D Hosting Infrastructure value stream, which steers joint engineering work and support across the R&D value chain.

Responsibilities

• Advise R&D teams and turn scientific needs in areas such as genomics, imaging and assay pipelines into IT capacity plans and scalable architectures.
• Move custom R&D builds onto standard global catalog templates, running catalog gap analyses, tracking SLAs and handling changing technical needs so architecture does not drift.
• Find local R&D compute setups that are bespoke and move them onto hardened, standard global templates to cut technical debt.
• Lead critical incident triage, run blameless root cause analyses, track SLIs and SLOs, and use SRE methods to remove recurring operational friction.
• Coordinate delivery across global platform teams and external Managed Service Providers, keeping to SLAs, quality standards and user satisfaction targets.
• Work with engineering teams on Infrastructure as Code, automated delivery pipelines and live dashboards (ServiceNow, Grafana) that show asset health and cost.

Requirements

• Bachelor's or Master's degree in Computer Science, Information Technology or an equivalent technical field.
• 7-8 years minimum in complex IT service management and infrastructure delivery, ideally in R&D, biotech, pharma or scientific computing.
• Proven ability to run complex, multi-site technical environments and lead cross-functional teams without direct line authority.
• Track record as a trusted advisor, turning business constraints into technical user stories for global platform engineers.
• Experience turning requirements into implementation plans and supporting business planning and forecasting.
• Hands-on experience managing external MSP contracts, vendor SLAs and end-to-end service delivery lifecycles.
• Experience keeping up with new infrastructure patterns, mentoring site teams and sharing good practice across regional networks.
• Solid virtualization skills (Nutanix HCI, VMware) and enterprise Linux (RHEL, Ubuntu, CentOS).
• Practical knowledge of Kubernetes and Container-as-a-Service architectures.
• Solid grounding in large-scale storage (GPFS, Isilon, object storage) and enterprise recovery platforms (Cohesity, Acronis).
• Clear understanding of segmented lab networks, firewalls and directory services (Active Directory, LDAP).
• Deep familiarity with ITIL and ITSM processes: incident, problem, change and release management.
• Highly preferred: experience defining and monitoring SLIs, SLOs and SLAs with observability and dashboard tools (Grafana, Datadog, ServiceNow).
• Strong coaching mindset, able to drive accountability and link team development to business goals.

Conditions

The expected base salary in Indianapolis, IN is $108,400 to $201,200. Actual pay depends 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.

Relocation benefits are not available for this role.

The company is an equal opportunity employer.

Benefits

• Benefits are described at the link provided in the posting.
• The company works across more than 100,000 employees worldwide, with its medicines reaching over 26 million people and its Diagnostics products used in over 30 billion tests.