IT/OT Operations & Service Delivery Manager

Our purpose is to bring hope to life by enabling life-changing therapies for patients around the globe, creating a healthier and happier tomorrow. Our mission is to work side by side with our customers in order to improve patients’ lives by bringing new biopharmaceuticals to market.

Are you ready to take ownership of IT/OT operations in a regulated production environment and lead a high-performing support organization? Do you combine strong leadership with a hands-on, operational mindset and experience as a Product Owner for ITSM platforms such as ServiceNow?
 

At AGC Biologics in Copenhagen, we are looking for an IT/OT Operations & Service Delivery Manager to lead our Service Desk and drive operational excellence across IT and OT.
 

In this role, you will be responsible for ensuring stable, compliant, and scalable IT/OT operations, directly supporting production continuity and business performance. At the same time, you will act as Product Owner for ServiceNow, driving the development, standardization, and maturity of our global ITSM processes.

You will lead a dedicated team of support specialists and student assistants, with a clear mandate to strengthen service delivery, improve user experience, and build a more proactive and data-driven support organization.
 

This is a role with a strong operational focus, where success is defined by reliable service, clear processes, and a team that consistently delivers at a high level—while also driving continuous improvements through ServiceNow.

Within your first 12–18 months, you will:

• Ensure stable and compliant IT/OT operations with high service availability, supporting uninterrupted production and successful regulatory inspections with no critical findings
• Establish a standardized and scalable ITSM setup in ServiceNow, covering incident, request, problem, and change processes, with clear ownership, KPIs, and reporting
• Drive maturity as Product Owner for ServiceNow, including prioritization of the backlog, process alignment, and implementation of improvements that increase efficiency and user satisfaction
• Build and lead a high-performing IT/OT support organization, with clear roles, accountability, and a strong focus on service quality and continuous improvement
• Improve operational transparency and control through relevant KPIs, dashboards, and structured follow-up on performance, trends, and risks
• Strengthen collaboration with production, QA, and business stakeholders, ensuring that IT/OT services are aligned with operational needs and future demands
• Reduce incidents and recurring issues by implementing proactive problem management and preventive maintenance practices
   

Key Responsibilities

• Act as Product Owner for ServiceNow and drive progress and maturity across ITSM processes
• Own end-to-end IT/OT service delivery, including incident, request, problem, and preventive maintenance management, ensuring compliance with GMP and regulatory standards
• Manage ServiceNow as the primary platform for IT/OT service management, including configuration, process alignment, and continuous improvement
• Lead and develop the IT/OT support team, promoting a culture of accountability, growth, and operational discipline
• Define, implement, and enforce standardized IT/OT service processes, KPIs, and tools for measurable and scalable service quality
• Act as the primary escalation point for complex IT/OT and service desk issues, ensuring timely and effective resolution
• Collaborate with business and production leaders to understand operational demands, anticipate challenges, and deliver proactive solutions
  
   

Experienced manager with a proved track record
 

To succeed in this role, you are an experienced leader with a proven track record of running IT and/or OT operations in a regulated production or industrial environment. You are comfortable being accountable for day-to-day operations while continuously driving improvements.
 

You bring hands-on experience with ServiceNow or a similar ITSM platform, where you have acted as a Product Owner or process owner—prioritizing backlog, improving workflows, and driving measurable outcomes.
 

You are used to leading teams and creating structure, clarity, and accountability in environments where priorities shift and operational demands are high. You know how to balance operational stability with continuous improvement, and you take ownership when things do not go as planned.
 

You have strong stakeholder management skills and are able to engage effectively with both technical teams and business stakeholders, including production and QA. You understand the importance of aligning IT/OT services with business needs and regulatory requirements.
 

Experience with IT/OT environments, infrastructure, and security frameworks is expected, and you are comfortable navigating the complexity of systems that directly support production.
 

It is critical that you have a strong understanding of compliance in regulated environments, and that you are able to operate within frameworks such as GMP.

Finally, you bring a pragmatic and approachable leadership style. You create trust, drive engagement, and build teams that take ownership and deliver consistently at a high level.

Want to join the team?
 

Please send us your application and CV today – and no later than April 30th. We will be interviewing continuously and will close down the process once we have found our new colleague.
 

We only accept applications through our recruitment system.
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We look forward to receiving your application!

Our culture at AGC Biologics is defined by the six core values: Knowledge, Trust, Quality, Ingenuity, Accountability and Teamwork. Our core values stem from our team members and are embedded into our DNA. They provide a common language and understanding of how we as an organization are connected across three continents. Our core values serve as a compass and reminder of how we achieve our purpose of bringing hope to life for patients around the globe. 

AGC Biologics is a leading global biopharmaceutical Contract Development and Manufacturing Organization (CDMO) with a strong commitment to delivering the highest standard of service as we work side-by-side with our clients and partners, every step of the way. We provide world-class development and manufacture of mammalian and microbial-based therapeutic proteins, plasmid DNA (pDNA), messenger RNA (mRNA), viral vectors, and genetically engineered cells. Our global network spans the U.S., Europe, and Asia, with cGMP-compliant facilities in Seattle, Washington; Boulder and Longmont, Colorado; Copenhagen, Denmark; Heidelberg, Germany; Milan, Italy; and Chiba, Japan. We currently employ more than 2,500 employees worldwide. Our commitment to continuous innovation fosters the technical creativity to solve our clients’ most complex challenges, including specialization in fast-track projects and rare diseases. AGC Biologics is the partner of choice. To learn more, visit www.agcbio.com.  Want to keep posted about our growth and learn more about our company? Follow us on LinkedIn and give us a quick Like on Facebook!

AGC Biologics offers a highly competitive compensation package and a friendly, collaborative culture that values personal initiative and professional achievement. AGC Biologics is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Global contract development and manufacturing organization (CDMO) for biopharmaceuticals and cell/gene therapies. Based in Seattle, WA.

agcbio.com