Service Delivery Manager, Infrastructure at Moderna · Warsaw

Service Delivery Manager, Infrastructure Location: Warsaw - Poland If you’re interested in this role, please apply in English and include an English version of your Resume/CV. 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 both technical and business audiences. Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment. Proactive, detail-oriented, and solutions-focused mindset. Proficiency in English (verbal and/or written) required due to global collaboration needs. Here’s What You’ll Bring to the Table (Preferred Qualifications) Experience working in a regulated or compliance-driven environment. Familiarity with Jira, Microsoft Teams, Outlook, and related collaboration and delivery tracking tools. Experience supporting continuous improvement initiatives using Lean, Six Sigma, or similar methodologies. Experience partnering with cross-functional technical and operational teams in a global environment. A desire to make an impact as part of a high-growth, transformational company that is Bold, Relentless, Curious, and Collaborative. Pay & Benefits At Moderna, we believe that when you feel your best, you can do your best work.  That’s why our global benefits and well-being resources are designed to support you—at work, at home, and everywhere in between. Best-in-class healthcare, plus voluntary benefit programs to support your unique needs A holistic approach to well-being with access to fitness, mindfulness, and mental health support Family building benefits, including fertility, adoption, and surrogacy support Generous paid time off, including vacation, bank holidays, volunteer days, sabbatical, global recharge days, and a discretionary year-end shutdown Savings and investments to help you plan for the future Location-specific perks and extras The benefits offered may vary depending on the nature of your employment with Moderna and the country where you work. About Moderna Since our founding in 2010, we have aspired to build the leading mRNA technology platform, the infrastructure to reimagine how medicines are created and delivered, and a world-class team. We believe in giving our people a platform to change medicine and an opportunity to change the world. By living our mission, values, and mindsets every day, our people are the driving force behind our scientific progress and our culture. Together, we are creating a culture of belonging and building an organization that cares deeply for our patients, our employees, the environment, and our communities. We are proud to have been recognized as a Science Magazine Top Biopharma Employer, a Fast Company Best Workplace for Innovators, and a Great Place to Work in the U.S. As we build our company, we have always believed an in-person culture is critical to our success. Moderna champions the significant benefits of in-office collaboration by embracing a 70/30 work model. This 70% in-office structure helps to foster a culture rich in innovation, teamwork, and direct mentorship. Join us in shaping a world where every interaction is an opportunity to learn, contribute, and make a meaningful impact. If you want to make a difference and join a team that is changing the future of medicine, we invite you to visit modernatx.com/careers to learn more about our current opportunities. Moderna is a smoke-free, alcohol-free, and drug-free work environment. Moderna is a place where everyone can grow. If you meet the Basic Qualifications for the role and you would be excited to contribute to our mission every day, please apply! Moderna is committed to equal opportunity in employment and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry or citizenship, ethnicity, disability, military or protected veteran status, genetic information, sexual orientation, marital or familial status, or any other personal characteristic protected under applicable law. We consider qualified applicants regardless of criminal histories, consistent with legal requirements. We’re focused on attracting, retaining, developing, and advancing our employees. By cultivating a workplace that values diverse experiences, backgrounds, and ideas, we create an environment where every employee can contribute their best. Moderna is committed to offering reasonable accommodation or adjustments to qualified job applicants with disabilities. Any applicant requiring an accommodation or adjustment in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should contact the Accommodations and Adjustments team at leavesandaccommodations@modernatx.com. - Additional Locations: Digital