Smartwork It Services

The Manager of IT Services provides strategic and operational leadership for Certis Biologicals’ technology environment, ensuring reliable IT operations, cybersecurity, infrastructure stability, and business continuity. Serving as Certis Biologicals’ primary internal technology leader, the role partners with MKI, executive leadership, business stakeholders, and external vendors to align technology initiatives with organizational objectives, including digitization and digitalization efforts.
The Manager of IT Services leads IT strategy, governance, service delivery oversight, infrastructure, cybersecurity, vendor management, project execution, and ensuring the effective delivery of MKI-provided IT services in accordance with established governance and service standards, while driving technology solutions that support Certis Biologicals’ business goals.

Key Responsibilities:

IT Service Management

• Manage IT support services delivered through collaboration with MKI and other technology partners.
• Ensure service quality, Service-Level Agreement compliance, escalation management, and operational effectiveness.
• Partner with MKI management to review critical incidents, recurring issues, and service performance metrics and develop effective resolutions.
• Initiate and lead continuous improvement of IT service delivery processes and operational standards.
• Ensure appropriate prioritization of critical business needs.

IT and OT Operations and Infrastructure Leadership

• Manage local IT infrastructure, endpoints, cybersecurity, network operations, and operational continuity.
• Coordinate infrastructure initiatives involving servers, cloud services, networks, ERP systems, OT environments, and enterprise applications.
• Ensure proper lifecycle management of IT assets, hardware, software, and enterprise technologies.
• Coordinate with MKI and external vendors on maintenance, upgrades, deployments, and technical projects.
• Ensure business continuity planning, disaster and post-cyber incident recovery coordination, and risk mitigation activities.

Business Technology Leadership

• Align IT and OT initiatives with business objectives and operational priorities.
• Collaborate with business leaders and Subject Matter Experts (SMEs) to identify opportunities for process improvement and technology optimization.
• Lead ERP, OT, cybersecurity, compliance, and digital transformation initiatives in collaboration with MKI.
• Initiate and lead strategic planning and long-term technology roadmap discussions execution.
• Facilitate communication between business stakeholders and technical teams to ensure alignment and project success.

Governance, Vendor and Project Management

• Manage relationships with external vendors, consultants, and technology service providers.
• Participate in budgeting, planning, prioritization, and evaluation of IT and OT investments and initiatives. Manage IT and OT -related projects including infrastructure upgrades, cybersecurity improvements, system implementations, and operational enhancements.
• Ensure technology policies, procedures, and operational standards are followed, maintained, and up to date.
• Support audit, compliance, and security-related initiatives as required.

Knowledge, Skills, and Abilities:

• Strategic Leadership
• IT Governance & Operations
• Business & IT Alignment
• Cybersecurity Awareness
• Project & Change Management
• Problem Solving & Decision Making

Education/Experience:

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or related field.
• 10+ years of experience in IT and OT operations, infrastructure and enterprise systems.
• 5+ years of leadership and management experience.
• Strong understanding of enterprise IT infrastructure, cybersecurity, networking, and business systems.
• Experience with ERP systems such as NetSuite, OT environments, cybersecurity frameworks, and compliance requirements.
• Experience of leading digital transformation or business process improvement initiatives.
• Experience of managing vendors, MSPs, and enterprise technology initiatives.
• Strong communication, organizational, and stakeholder management, collaboration skills.
• Experience of initiating and leading cross-functional projects and operational activities.
• Experience in industrial manufacturing environments.
• Experience and knowledge of IT governance frameworks.
• Primarily onsite at Certis Biologicals in Columbia, MD.