IT Infrastructure Operations Sr. Manager

About the role

United States, Morristown (New Jersey) IT Infrastructure Operations Sr. Manager Location: Morristown, New Jersey 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.

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.

Requirements

• Bachelor’s degree in Computer Science, Computer Engineering, Information Technology, or a related technical discipline required. Master’s degree preferred.
• 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.
• Experience supporting critical enterprise applications and business operations, including SAP and related technologies preferred.
• 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.

Benefits

• A competitive compensation package.
• Performance-related annual bonus
• Medical, dental and vision insurance
• 401(k) matching plan
• Life insurance, as well as short-term and long-term disability insurance
• Employee assistance programs
• Paid time off (PTO)
• Hybrid work flexibility
• Career growth opportunities within a global organization