Archived listing. The details below describe a past opening.
Discover Veranova:
At Veranova, we believe people are our most important asset, and we are dedicated to building the most talented workforce in our industry. Our commitment to uncompromising focus on quality, compliance, safety, and excellence in delivery shapes everything we do. We are not just looking for skills; we are seeking innovative individuals who have a mindset open to learning and growth, and a desire to make a difference. Every role at Veranova plays a part in delivering an exceptional customer experience through ownership and integrity. Veranova is a global leader in the development and manufacturing of complex active pharmaceutical ingredients (APIs) for pharma and biotech customers. With deep technical expertise and impressive flexibility, we develop solutions and processes that support and accelerate innovation. Join us on our mission to enable current and next-generation therapeutics to improve and save the lives of patients.
Role Overview:
The IT Service Delivery Manager is a manager-level role for shaping and improving how IT services are delivered and experienced across the organization. The role provides cross-functional leadership to local IT teams, service owners, technical teams, and managed service providers across multiple sites, driving alignment and results through influence rather than direct reporting authority. This role combines enterprise service governance with hands-on engagement in service improvement, employee technology experience, vendor partnerships, operational problem-solving, and selected cross-functional initiatives. It is ideally suited for an experienced IT leader who enjoys working across a broad range of business and technology areas while maintaining a clear focus on reliable, compliant, and business-aligned service delivery. This role reports to the CIO.
Core Responsibilities:
Enterprise Service Governance & Performance
- Partner with local IT teams, service owners, technical teams, and managed service providers to ensure services are reliable, compliant, and aligned with business needs.
- Establish a service performance framework that provides meaningful visibility into service quality, employee experience, operational effectiveness, risk, and business impact.
- Coordinate incident, problem, request, and escalation-management processes across service areas and locations.
- Lead regular service reviews with site stakeholders, business leaders, technical teams, and service providers to create alignment and accountability.
- Translate operational data and stakeholder feedback into prioritized service-improvement initiatives.
- Support internal and external audits.
- Ensure compliance with GxP, cybersecurity, GDPR, and data integrity standards.
Employee Experience & Digital Workplace Leadership
- Champion the employee technology experience across locations, ensuring that service-improvement priorities reflect employee and business needs.
- Partner with Data Analytics & AI, Infrastructure, Applications, Cybersecurity, local IT, and business teams to develop a coordinated digital workplace roadmap.
- Identify opportunities to improve productivity and user satisfaction through automation, self-service, AI-enabled support, knowledge management, and proactive service delivery.
- Partner with HR, local IT teams, and business stakeholders to improve the technology experience associated with onboarding, offboarding, workforce transitions, and role changes.
- Gather and analyze employee feedback to identify recurring pain points and prioritize practical improvements.
- Support the adoption of new workplace technologies by ensuring appropriate communications, knowledge, support processes, and service readiness
Strategic Vendor Partnerships & Service Provider Management
- Serve as the primary relationship lead for managed service providers and strategic partners supporting enterprise IT services.
- Establish clear expectations for service quality, responsiveness, compliance, innovation, and business value.
- Evaluate provider performance, capabilities, risks, and alignment with evolving business requirements.
- Hold service providers accountable for corrective actions and sustainable service improvements.
- Partner with Procurement, Legal, Finance, Cybersecurity, Quality, and technical owners on sourcing decisions, renewals, contractual commitments, and service transitions.
- Ensure third-party services comply with applicable security, data integrity, validation, quality, and regulatory requirements in a GxP-regulated environment.
- Identify opportunities to improve provider delivery models, introduce innovation, optimize costs, and increase realized value.
IT Budget & Value Optimization
- Support the development and management of service budgets, forecasts, and financial plans in partnership with IT leadership, Finance, and service owners.
- Monitor service spending, consumption, and cost trends to identify financial risks and optimization opportunities.
- Support commercial evaluations, contract renewals, and vendor negotiations through financial and service-performance analysis.
Service Portfolio & Lifecycle Management
- Establish and maintain an enterprise IT service catalog that clearly defines available services, service ownership, support models, escalation paths, and service expectations.
- Identify opportunities to improve, consolidate, standardize, modernize, or retire services.
- Recommend new or enhanced services that support strategic business and operational objectives
- Partner with service owners and business stakeholders to evaluate services based on business value, utilization, cost, risk, compliance, and employee experience.
Service Innovation, AI & Automation
- Identify opportunities to simplify IT processes and improve service delivery through workflow automation, self-service, AI-assisted support, and proactive monitoring.
- Partner with Data and AI, technical teams, service owners, and providers to evaluate and pilot promising service-management capabilities.
- Develop business cases and recommendations for solutions that improve employee experience, service quality, compliance, or operational efficiency.
- Support the transition of successful pilots into sustainable, secure, compliant, and supportable enterprise services.
Qualifications:
- Bachelor’s degree in Information Technology, Business, or a related discipline, or equivalent relevant experience.
- 8+ years of experience in ITIL and IT service management.
- Experience working across multiple sites, business functions, technical teams, and service providers.
- Demonstrated ability to lead through influence and achieve results
- Strong knowledge of ITIL and IT service management practices, including incident, problem, request, change, service-level, and continual-improvement management.
- Experience managing strategic vendors, managed service providers, service reviews, escalations, and improvement plans.
- Experience developing service metrics, translating data into actionable insights, and communicating with business and IT leadership.
- Financial acumen, including budgeting, forecasting, cost analysis, vendor commercial discussions, and value optimization.
- Experience in a regulated life sciences, manufacturing, laboratory, or GxP environment preferred.
Our Commitment:
- Health & Wellness: Comprehensive health & wellness benefits. Access to mental health resources and wellness programs. Generous PTO and holiday pay policies.
- Financial Wellness: Veranova is committed to fair and transparent compensation practices. This includes a competitive base salary, eligibility for performance-based bonuses, and an attractive 401(k) Plan with company match. Salary ranges reflect the scope and expectations of the role, and are based on market data, internal equity, and role-specific factors. Final compensation may vary depending on experience, skills, education, and business needs.
- Professional Development: Opportunities for continuous learning through LinkedIn Learning, workshops, conferences, and mentorship. Tuition Assistance for Undergraduate and Graduate degree programs.
- Inclusive Culture: At Veranova, an inclusive culture is integral to our values. We welcome people with diverse experiences and perspectives who share our mission to improve and save lives. Even if you don’t meet every qualification, we encourage you to apply. Veterans, first responders, and those transitioning from military to civilian life bring valuable skills that strengthen our team.
Additional Information:
Applicants for this role must be authorized to work in the United States without further employer sponsorship. Agency and Search Firm Representatives: Veranova does not accept unsolicited resumes from agencies and/or search firms for this job posting. For applicants who may require a reasonable accommodation for any part of the application or hiring process due to a disability, you may submit your request by sending an email to talentacquisition@veranova.com in order to confirm your request for an accommodation. Please include the job number, title, and location of role. This option is reserved for individuals who require accommodation due to a disability. Information received will be processed by a U.S. Veranova employee and then routed to a local recruiter who will provide assistance to ensure appropriate consideration in the application or hiring process. All your information will be kept confidential according to EEO guidelines. Veranova is an Equal Opportunity Employer. It is the policy of Veranova to provide equal employment access and opportunity to all persons regardless of age, race, color, national origin, religion, sex, sexual orientation, gender identity and/or expression, physical or mental disability, genetic information, citizenship, marital status, veteran status, or any other characteristic protected by federal, state, or local law. All applications are carefully considered, and your details will be stored on our secure Application Management System. This is used throughout Veranova for the selection of suitable candidates for our vacancies as they arise. Veranova respects your privacy and is committed to protecting your personal information. For more information about how your personal data is used please view our privacy notice.