Service Delivery Manager, Infrastructure

About the role

Joining Moderna means advancing mRNA science to transform medicine. Work with exceptional global teams on a broad pipeline and build a career that makes a real difference for patients. Moderna is strengthening its international business services hub in Warsaw, supporting our growing global operations. We welcome professionals ready to help advance our mission and shape the future of mRNA medicines. This role sits at the heart of Moderna's infrastructure organization, driving visibility, coordination, and execution across a complex, global technology landscape. You will enable disciplined service delivery across network, cloud, and systems domains while elevating operational rigor and data-driven decision-making. Acting as a central orchestrator, you will ensure infrastructure work is tracked, communicated, and delivered with clarity, accountability, and measurable impact. Here's What You'll Do: Service Delivery and Book of Work Management Maintain a consolidated, end-to-end view of infrastructure work spanning projects, operational activities, remediation efforts, and service improvements. Track milestones, dependencies, delivery health, service levels, and resource alignment across initiatives. Provide structured, transparent reporting on progress, risks, blockers, and shifting priorities to ensure execution clarity. Stakeholder Communication and Governance Act as the central coordination point across infrastructure initiatives and operational workstreams. Lead status meetings and governance cadences with technical teams and business stakeholders. Translate complex technical updates into concise, business-aligned insights for leadership consumption. CAPA and Root Cause Management Own and drive the full lifecycle of corrective and preventive actions (CAPA), including intake, tracking, execution, validation, and closure. Coordinate root cause analysis activities, ensuring rigor, accuracy, and high-quality documentation. Gather remediation evidence and validate that actions meet audit, compliance, and acceptance standards. Reporting and Data Analysis Build and maintain dashboards and reporting frameworks covering delivery performance, operational metrics, incident trends, and CAPA progress. Analyze data to identify recurring issues, systemic risks, and opportunities for improvement. Deliver actionable insights that enable smarter operational decisions and continuous improvement. Leverage modern analytics approaches and explore emerging Generative AI tools to enhance reporting automation, insight generation, and decision support. ServiceNow and Service Process Enablement Partner closely with ServiceNow teams to optimize workflows, ticketing alignment, and process integration across infrastructure delivery. Support service catalog lifecycle activities and drive standardization and enhancement of service processes. Ensure alignment with ITSM best practices, including incident, change, and request management. Requirements and Operational Improvement Gather, document, and refine requirements related to infrastructure changes, remediation efforts, and new service introductions. Translating stakeholder needs into clearly defined work items and executable delivery plans. Identify inefficiencies and champion initiatives that improve reliability, reduce repeat issues, and elevate service quality. Risk, Compliance, and Cross-Functional Coordination Proactively identify dependencies, risks, and delivery gaps across infrastructure initiatives, escalating where necessary. Support adherence to internal policies, standards, and operational controls. Collaborate across infrastructure engineering, operations, security, quality, vendors, and platform teams to unblock delivery and ensure robust documentation, runbooks, and post-incident records are maintained. The key Moderna Mindsets you'll need to succeed in the role: "We behave like owners. The solutions we're building go beyond any job description." "We digitize everywhere possible using the power of code to maximize our impact on patients." Here's What You'll Need (Basic Qualifications) Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field; equivalent experience may be considered. Experience in service delivery, infrastructure operations, incident management, CAPA, or related operational roles. Strong understanding of infrastructure domains, including network, cloud, and systems. Experience with ServiceNow, including ITSM workflows, ticketing processes, and service catalog support. Strong analytical and reporting capabilities, with experience building dashboards and interpreting operational data. Experience with root cause analysis, corrective action planning, incident management, and change management processes. Excellent written and verbal communication skills, with the ability to engage

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If you're interested in this role, please apply in English and include an English version of your Resume/CV.

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