Role & responsibilities

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- Lead end-to-end IT service delivery and governance for manufacturing plant operations.
- Ensure seamless delivery of End User Services (EUS) and plant IT support in line with business objectives.
- Manage and oversee IT infrastructure, networking, cybersecurity, and enterprise systems support.
- Act as the primary IT interface for plant leadership, business stakeholders, QA, QC, and Production teams.
- Drive service excellence through established ITIL-based service management practices.
- Monitor, manage, and improve ServiceNow ticketing processes, incident management, problem management, and service request fulfillment.
- Ensure compliance with pharmaceutical regulatory standards including GxP, GMP, and internal quality requirements.
- Coordinate with global and regional IT teams to implement standards, policies, and technology initiatives.
- Lead vendor management activities and ensure SLA adherence for all IT services.
- Support audits, validation activities, risk assessments, and compliance reviews.
- Drive continuous improvement initiatives to optimize IT operations, service quality, and user experience.
- Ensure business continuity, disaster recovery readiness, and cybersecurity compliance across plant IT systems.

Preferred candidate profile

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- Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
- 10+ years of experience in IT Service Delivery, Plant IT Operations, or Manufacturing IT environments.
- Strong experience supporting pharmaceutical manufacturing operations.
- Deep understanding of GxP, GMP, and regulated environments.
- Proven experience managing End User Services (EUS) governance and support operations.
- Solid knowledge of ServiceNow ticket management and IT service management processes.
- Experience in managing IT infrastructure, networking, cybersecurity, and enterprise applications.
- Exposure to ITIL-based service delivery frameworks and governance models.
- Excellent stakeholder management, communication, and leadership skills.
- Ability to manage multiple priorities in a fast-paced manufacturing environment.

Preferred Qualifications

- ITIL Foundation/Intermediate Certification.
- Experience supporting Manufacturing Execution Systems (MES), Laboratory Systems, and Plant Automation environments.
- Exposure to audit management and computer system validation (CSV).
- Experience working with global support teams and managed service providers.

Key Competencies

- IT Service Delivery Leadership
- Plant IT Operations Management
- Pharmaceutical IT Systems
- GxP Compliance
- Stakeholder Management
- ServiceNow Administration & Governance
- Infrastructure & Cybersecurity Management
- Incident & Problem Management
- Vendor Management
- Continuous Improvement

📌 Plant IT Service Delivery Lead (Ahmedabad)
🏢 Proventech
📍 Ahmedabad