IT Infrastructure Operations Sr. Manager

Lonza•Morristown, NJ

2d•Hybrid

About The Position

As an IT Infrastructure Operations Sr. Manager, you will lead the operational health, performance, and continuous improvement of global infrastructure services supporting approximately 15-17 sites worldwide. This highly visible leadership role serves as the primary operational interface between managed service providers, infrastructure engineering teams, Site IT leaders, and executive stakeholders. You will play a critical role in building and establishing a new global infrastructure operations organization following the Capsugel spin-off, ensuring reliable, secure, compliant, and scalable technology services that support commercial, R&D, and manufacturing operations.

Requirements

Bachelor’s degree in Computer Science, Computer Engineering, Information Technology, or a related technical discipline required.
Experience leading global infrastructure operations within pharmaceutical, biotechnology, life sciences, healthcare, or other regulated industries.
Demonstrated experience managing global managed service providers such as TCS or equivalent enterprise service partners.
Proven leadership experience managing large operational teams and supporting organizations across multiple time zones.
Strong knowledge of enterprise infrastructure technologies across both on-premises and cloud environments.
Experience with ITIL-based service management including incident, problem, change, and service-level management.
Working knowledge of Computer System Validation (CSV), CFR Part 11 requirements, quality systems, and regulated IT environments.
Strong vendor management, stakeholder engagement, communication, and business partnering skills with the ability to influence at all organizational levels.
Strategic thinker with excellent problem-solving abilities, operational leadership skills, and a passion for continuous improvement.
Ability to translate technical concepts into business-focused solutions and communicate effectively with technical and non-technical stakeholders.

Nice To Haves

Master’s degree preferred.
Experience supporting critical enterprise applications and business operations, including SAP and related technologies preferred.

Responsibilities

Lead global managed service providers responsible for infrastructure operations, monitoring, endpoint support, network services, and cloud operations.
Own day-to-day operational performance, service delivery, governance, and vendor accountability across global infrastructure environments.
Drive operational excellence through KPI management, scorecards, service reviews, vendor performance management, and continuous improvement initiatives.
Ensure stable and reliable operation of critical infrastructure services including cloud platforms, datacenter infrastructure, Microsoft 365, identity services, endpoint management, network services, and backup and disaster recovery solutions.
Lead major incident response activities, problem management, change management, and service restoration efforts following ITIL best practices.
Partner closely with Site IT leaders across the Americas, EMEA, and APAC to support business initiatives, manufacturing operations, infrastructure projects, and site migrations.
Develop executive-level reporting and dashboards tracking SLA attainment, service availability, incident trends, customer satisfaction, capacity planning, and operational performance.
Support regulated environments by ensuring infrastructure operations comply with quality standards, Computer System Validation (CSV), CFR Part 11 requirements, audit expectations, and change control processes.
Manage operational readiness and successful transition of infrastructure projects into production support environments.
Identify opportunities to automate processes, standardize global operations, improve service reliability, and reduce recurring operational issues.