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Accountable for end to end service delivery of the Global OT Operational Technology L2 Support Service for DCS and MES across all in scope sites and regions. Ensure SLA adherence audit ready compliance including GxP GAMP 5.2 CSA and CSV seamless ServiceNow integration and continuous improvement. Lead a multi country delivery model operating round the clock throughout the year while managing stakeholders risk capacity financials and vendor relationships
Responsibilities
Key Responsibilities Service Delivery and Operations Own day to day delivery of the L2 OT support service covering DeltaV DCS PAS X and OpCenter. Ensure single entry via ServiceNow strong triage hot handovers and participation in bridge calls for critical incidents. Service Governance Govern Incident Management including response and resolution SLAs. Manage Problem Management including quality of root cause analysis and CAPA follow through. Oversee Knowledge Management including article lifecycle. Coverage and Continuity Maintain a round the clock coverage plan shift rosters on call schedules and continuity of active issues during handovers. SLA KPI and Reporting Track and report SLA adherence across all priority levels. Publish ServiceNow dashboards and manage penalty and incentive outcomes. Cadence Management Run weekly site monthly regional and quarterly global governance meetings. Present trends including incident volumes outages and repeat issues along with improvement recommendations. Compliance and Audit Ensure interventions maintain validated state across GxP GAMP 5.2 CSA and CSV frameworks. Enforce ALCOA plus documentation standards for tickets root cause analyses and knowledge base articles. Lead audit readiness and evidence management. Change Risk and Continuity Oversee Change Management for service impacting activities including pre approved changes and interim controls. Participate in CAB forums. Maintain RAID log and business continuity plans. Lead crisis recovery playbooks. Financial and Commercials Own service financials including budget and total cost of ownership. Ensure monthly invoicing accuracy and cost optimization. Manage statements of work renewals and vendor contracts. Capacity and Talent Drive capacity planning including FTE sizing cross skilling and multi language coverage. Partner with HR for hiring. Sponsor training matrices and certification roadmaps. Stakeholders and Vendors Act as primary escalation point for regions and sites. Align with Digital IT Manufacturing Systems and Automation L3 and platform vendors L4. Lead supplier performance reviews. Continuous Improvement Implement CSI initiatives aimed at reducing repeat incidents and cycle time. Sponsor automation monitoring enhancements and best practice standardization. Required Skills and Experience Experience Eight to twelve years in managed services or service delivery within regulated manufacturing such as pharma or biotech including multi site or global operations. ITIL and Service Management Strong command of ITIL disciplines covering Incident Problem Change Knowledge and Service Level Management. Experience with mature governance and CSI practices. Platforms and Tools Expertise in ServiceNow modules including Incident Problem Change Knowledge Base Reporting and Dashboards. Proficiency in Microsoft Teams SharePoint Excel and PowerPoint. Familiarity with iObeya and Power BI or Tableau is beneficial. OT Applications Working knowledge of Emerson DeltaV DCS Werum PAS X and Siemens OpCenter integration patterns and common failure modes. Ability to lead operations and triage governance while L3 and L4 ownership remains with SMEs. Compliance and Validation Proven delivery experience in GxP GAMP 5.2 CSA and CSV environments. Audit leadership and evidence management expertise. Strong ALCOA plus documentation discipline. Leadership and Communication Ability to lead remote teams manage stakeholders provide executive reporting resolve conflicts and manage vendors. Financial and Contracting Experience in budget control forecasting invoicing statement of work administration and commercial negotiations. Time Zone Agility Comfortable working with US and EU overlaps and open to occasional short travel. Education and Certifications Bachelors degree in Engineering Information Technology or a related field. Required certification includes ITIL 4 Foundation or higher. Preferred certifications include PMP or PRINCE2 Lean Six Sigma Green Belt ServiceNow certifications and GxP or CSV training.