IT Service Delivery Lead (f/m/x)

Join Clario’s mission to transform lives by unlocking better evidence. As an IT Service Delivery Lead (f / m / x) with Citrix expertise, you’ll play a critical role in ensuring seamless technology operations that empower our global teams and drive innovation. If you’re passionate about delivering exceptional IT services and leading impactful projects, we’d love to hear from you.

What We Offer

• Competitive compensation
• Medical, dental, and vision coverage
• Flexible and paid time off
• Remote and hybrid work options
• Tuition reimbursement and wellness programs

What You’ll Be Doing

• Build and maintain strong relationships with regional business stakeholders
• Gather and prioritize IT requirements to align with business objectives
• Lead IT projects and coordinate global and regional teams
• Oversee IT service delivery, ensuring SLA compliance and acting as escalation point
• Manage MSPs : monitor performance against SLAs / KPIs, conduct governance reviews, and optimize cost / service quality
• Oversee IT Service Delivery budgets, including forecasting and cost optimization
• Drive adoption of IT tools through training and tailored communication
• Ensure governance, compliance, and audit readiness for regional IT operations
• Provide service ownership for Citrix environments (XenApp, XenDesktop, Citrix Virtual Apps and Desktops)
• Configure and deploy virtual desktops and applications; manage Citrix ADC (NetScaler) for secure delivery
• Monitor system performance using Citrix Director and troubleshoot VDI / application issues
• Apply security measures (MFA, SSL / TLS) and ensure compliance with organizational standards
• Perform regular updates, patching, and image maintenance for Citrix infrastructure
• Provide Tier II / III support for Citrix-related issues and create knowledge base documentation
• Automate tasks using PowerShell and optimize infrastructure for scalability and reliability

What We Look For

• Bachelor’s degree in computer science, information technology, or equivalent experience
• Minimum 5 years in IT service delivery leadership and Citrix administration
• Proven experience managing MSPs and vendor relationships
• Strong knowledge of Citrix technologies, virtualization platforms, and ITIL processes
• Project management expertise (Agile, Waterfall)
• Proficiency in SLA & KPI management and PowerShell scripting
• Excellent communication and leadership skills
• Ability to organize and prioritize tasks to meet deadlines
• Strong problem-solving abilities and attention to detail
• Ability to work independently and collaboratively in a global environment

At Clario, our purpose is to transform lives by unlocking better evidence. It’s a cause that unites and inspires us. It’s why we come to work—and how we empower our people to make a positive impact every day. Whether you’re advancing clinical science, building innovative technology, or supporting our global teams, your work helps bring life-changing therapies to patients faster.