Head of Lab IT Infrastructure & Service Delivery

We invite you to apply for the Head of Lab IT Infrastructure & Service Delivery role, a pivotal opportunity for a strategic thinker passionate about shaping critical infrastructure and IT service delivery across, engineering, R&D and Laboratories. In this position, you will define and deliver service levels for Labs, develop a comprehensive strategic roadmap for Lab IT services (from network to cloud), and ensure alignment with business, R&D, engineering, security, operations, and capacity needs. You will be accountable for transforming the people, processes, tools, governance, and operating model involved in delivering Lab IT services to the businesses. You will also ensure that lab environments meet stringent performance, resiliency, operational, security, monitoring, asset-management, compliance, and support requirements, while driving improvements in cost efficiency, standardization, service maturity, and long-term operational sustainability.

Lab IT infrastructure & Service delivery is part of Enterprise Infrastructure & Cloud Services organization - EICS

1. Strategic Lab IT Infrastructure services Planning

• Define Lab IT infrastructure architecture and Lab IT service strategy for Lab networks, lab compute services and lab workstations, including capacity planning, modernization, consolidation, supportability, and future expansion
• Define, agree, and deliver the service levels and SLAs for Labs in alignment with business segment needs, EICS service roadmaps, and operational capabilities
• Align technical infrastructure and service delivery needs with engineering priorities, Digital Office service ownership, business segment requirements, cybersecurity expectations, and corporate strategic objectives
• Evaluate technical readiness, scalability, operational suitability, and support-model requirements for new or expanded lab, fab, and factory environments

2. Technical Infrastructure Governance

• Own governance for datacenter, manufacturing, lab, fab, factory, and mission-critical infrastructure within EICS, including standards, lifecycle requirements, service ownership, approval processes, and operating-model adherence
• Ensure lab environments comply with operational and information-security blueprints and standards
• Set up governance with Lab leaders and business segment stakeholders to review service performance, address deficiencies, and drive continuous improvement
• Establish design and operational frameworks for high-density compute, network connectivity, resiliency, monitoring, platform services, and lab IT operations

3. Program & Project Delivery

• Lead or oversee complex projects involving datacenter and labs expansions, modernization, transformations, and service improvements
• Coordinate with Engineering, Business stakeholders, IT, Security, Operations, Digital Office service owners, and EICS service teams to ensure technical and service-management requirements are integrated into project delivery
• Accountable for transforming the people, processes, and tools involved in delivering Lab/Fab IT services to the businesses
• Ensure execution meets SLA, safety, compliance, quality, schedule, budget, resiliency, supportability, and operational-readiness targets

4. Operational Excellence & Performance

• Monitor operational performance indicators including SLA attainment, uptime, incident response and service quality
• Create and maintain 24x7 support schedules and rota coverage for the competence areas required to support Lab IT operations
• Manage activities of solid-line resources and dotted-line Digital Office or business segment resources assigned to lab maintenance and operational support activities
• Agree with Digital Office service owners the Mode of Operation for Labs, including support responsibilities, escalation paths, rota participation, and resource assignments
• Drive optimization programs for harmonizaation, standardization, automation and support maturity.
• Lead risk assessments, failure analyses, service reviews, and mitigation plans for critical systems and Lab IT services

5. Asset Management, Monitoring & Security Operations

• Ensure IT assets in Labs are monitored by the Cyber Defense Center and integrated into the required operational monitoring processes
• Own Lab IT asset-management requirements, ensuring an accurate inventory of IT assets is maintained across all relevant environments
• Ensure all IT assets in Labs are maintained in the approved asset-management solution
• Drive remediation of asset, monitoring, operational, and security-control gaps in partnership with Cybersecurity, Digital Office service owners, operations teams, and business stakeholders

6. Financial & Portfolio Management

• Support development of business cases, cost models, funding packages, and strategic investments for EICS technical infrastructure
• Manage Opex/Capex planning, forecasting, and oversight for Lab IT infrastructure service initiatives
• Identify cost-saving opportunities through consolidation, modernization, standardization, automation, or service improvements

7. Cross-Functional Collaboration & Stakeholder Management

• Engage regularly with R&D, Network Infrastructure, IT Infrastructure, Security, Cyber Defense Center, Operations, Digital Office service owners, Lab leaders, and Business Segment stakeholders
• Establish and maintain trusted personal relationships with relevant key stakeholders in the business segments
• Ensure technical infrastructure and Lab IT service decisions reflect engineering requirements, service strategy, cybersecurity expectations, operational constraints, and business priorities
• Facilitate transparent communication, performance reviews, escalation management, and alignment across all stakeholders

8. Risk, Compliance & Safety

• Implement strong risk-management frameworks addressing critical systems, redundancy levels, operational resilience, security requirements, and incident preparedness
• Ensure Lab IT operations comply with global standards, local regulations, corporate policies, and agreed operational/security blueprints
• Lead readiness assessments, troubleshooting, and escalation support during critical outages, incidents, audits, or operational events

• 10 years’ experience in data center operations, lab infrastructure, factory IT operations, critical facilities engineering, enterprise infrastructure services, or mission-critical technical environments
• Strong understanding of IT service management, SLA delivery, operating models, escalation processes, and 24x7 support operations
• Experience managing solid-line and dotted-line resources across technical operations, service delivery, and business-aligned support activities
• Strong working knowledge of operational monitoring, cybersecurity controls for mission-critical environments
• Experience managing multi-site or global delivery
• Proven success leading complex infrastructure, service transformation, and operational-improvement programs
• Familiarity with safety, operational, compliance, cybersecurity, asset-management, and monitoring standards
• Proficiency with relevant systems such as capacity planning tools, asset-management solutions, monitoring platforms, ServiceNow, and financial systems
• Leadership and stakeholder influence across cross-functional teams, Digital Office service owners, business segments, and senior stakeholders
• Problem-solving, decision-making, and agility in high-pressure operational environments
• Strong organizational, planning, rota-management, and time-management skills