Plant IT Service Delivery Lead

Proventech; Ahmedabad District; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Proventech in India seeks a seasoned IT Service Delivery leader to oversee end-to-end plant IT operations. You will ensure reliable EUS delivery, governance, and collaboration with plant leadership, QA/QC, and production teams to meet business goals.

The role requires extensive experience in manufacturing IT, strong ITIL governance, and proficiency with ServiceNow in a regulated environment.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
• 10+ years of IT Service Delivery or Plant IT Operations in manufacturing environments.
• Experience supporting pharmaceutical manufacturing operations with GxP/GMP familiarity.

Responsibilities

• 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 aligned with business objectives.
• Manage IT infrastructure, networking, cybersecurity, and enterprise systems support.
• Interface with plant leadership, QA, QC, and production teams to drive value.
• Drive ITIL-based service management and continuous improvement initiatives.

Skills

IT Service Delivery

Plant IT Operations

ServiceNow

ITIL governance

GxP compliance

Vendor management

Stakeholder management

Cybersecurity

Leadership

Education

Bachelors in IT/CS/Engineering

Tools

ServiceNow

Job description

Role & responsibilities

• 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

• 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.


• Strong 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