Head of Digital and IT Services

Verista • Fishers, IN

5d

About The Position

The Head of Digital and IT Services owns a core Verista service line, combining service-line strategy and business expansion with client engagement and subject-matter-expert project delivery in the pharmaceutical and biotechnology industries. The role leads strategies for industry leadership, customer value, growth, collaboration, and scale, and supports Verista’s mission to provide automation and compliance solutions across the regulated IT-OT stack. Relevant service offerings include Digital Validation, AI, IT Automation, and Cybersecurity.

The position defines service offerings and go-to-market strategy, manages the service line’s annual P&L and growth targets, and works with Client Services, Delivery, Sales, Marketing, and executive leadership on market positioning and strategic account plans. It also manages a team of Delivery Directors and helps expand services within existing and new customer accounts.

As a technical subject matter expert, the role may lead or manage client projects, direct day-to-day project activities, and maintain billable utilization targets. It is accountable for solutioning and delivery methodologies, including development of scalable managed services, and for ensuring projects and processes meet organizational and customer policies and objectives. The position also supports lead generation, contract scoping and estimation, sales, client relationship development, and service-line marketing and growth planning.

The role involves regular work at client sites, regular air and ground travel, and overnight stays. Business-development and project demands may require significant hours beyond 40 hours per week and weekend work; average hours are approximately 45–50 per week. The position supervises approximately 6–8 or more Delivery Directors and has additional cross-functional leadership responsibilities. An employment agreement is required, and the role is eligible for Senior Leadership Incentive programs.

Requirements

• Bachelor’s degree in a technical STEM discipline.
• 15 or more years of experience in a GMP-regulated environment, including direct experience managing or leading applicable service-line projects in life sciences.
• 10 or more years of professional services and consulting experience.
• 7 or more years of professional services business development and customer relations experience.
• Expert knowledge of FDA regulations, ISPE guidelines, and ISO standards, including GAMP5, Good Documentation Practice (GDP), ASTM-E2500, ISO 14971, ISPE Applied Risk Management for C&Q, the ISPE Science and Risk Based Approach for facilities, systems, and equipment, and ICH 8, 9, and 10.
• Holistic understanding of process systems, including work processes, optimization methods, risk management, and project management.
• Experience in a fast-paced, high-growth, results-driven organization.
• Project management experience, including management of numerous projects exceeding $5 million.
• Prior supervisory experience managing at least 20 people and at least 3–5 direct reports.
• Ability to meet, interact with, and present to customers across roles, including C-level executives, project managers, plant engineers, supervisors, and operators.
• Ability to negotiate strategically with clients and employees in high-stress situations involving project and technical issues, funding and change orders, and employee performance.
• Strong leadership, practical validation knowledge, and a track record of timely project delivery, project management, cost control, and customer satisfaction.
• Ability to provide colleagues with practical, specific guidance on relevant industry guidance and regulatory requirements.
• Intermediate to expert skills with Word, Excel, and Project.
• Excellent written and verbal English communication skills.
• Calm, collected leadership and the ability to guide teams in stressful, client-services-oriented projects.
• Ability to travel regularly by air and ground, visit client sites, and stay overnight for multiple nights at a time.
• Ability to accommodate significant hours beyond 40 hours per week and weekend work when business-development opportunities or project requirements demand it.
• Ability to maintain average utilization on billable work, with targets aligned to role level and gross margin targets for assigned accounts and projects.
• Sign an employment agreement document.

Responsibilities

• Define service-line offerings and ensure adequate Delivery Director subject-matter-expert coverage.
• Own and align the service line’s go-to-market strategy in partnership with Client Services, Delivery, Sales, Marketing, and executive leadership.
• Define and manage the service line’s annual P&L, including revenue growth, margin, and EBITDA targets.
• Co-own annual Strategic Account Management planning with Client Partners and execute plans to expand services in selected accounts.
• Directly manage a defined team of Delivery Directors to support service-line growth and execution.
• Lead and execute assigned technical project work as a subject matter expert, often as project or program leader/manager.
• Manage day-to-day project activities and designated project staff to meet or exceed customer and company expectations.
• Maintain billable utilization targets aligned with role level and portfolio size.
• Own solutioning and delivery methodologies, including evolving offerings toward scalable managed services.
• Ensure service projects, initiatives, and processes conform to organizational and customer policies and objectives, and promote consistent standards.
• Support lead generation for assigned existing-customer projects.
• Review, assess, and define requirements for contract scope and estimation.
• Provide technical depth and support relationship development with Sales and Client Services during sales activities.
• Support service-line growth and strategic planning across existing and new customers, and provide input on marketing, website, and growth strategies.
• Supervise Delivery Directors, including completing and reviewing performance plans, conducting biannual reviews, and contributing to merit and bonus recommendations.
• Work with HR and leadership on career development and succession planning, and identify and address training gaps.
• Provide cross-functional direction to employees, OEMs, contractors, or clients as needed to meet project goals and deadlines.

Benefits

• Competitive pay plus performance-based incentive programs.
• Company-paid life, short-term disability, and long-term disability insurance.
• Medical, dental, and vision insurance.
• Flexible spending account (FSA), dependent care account (DCARE), and commuter benefits.
• Supplemental life, hospital, critical illness, and legal insurance.
• Health savings account.
• 401(k) retirement plan with employer matching.
• Paid time off with rollover option, holidays, and as-needed sick time.
• Tuition reimbursement.
• Team social activities and employee recognition.
• Employee referral program.
• Paid parental leave and bereavement.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive