Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Position Summary

The Services Project Manager – Technical Operations plays a critical role in driving operational excellence and ensuring compliance across the Digital Science service delivery organization. This role is responsible for managing the service backlog to maintain alignment with Quality Management System (QMS) processes, coordinating global resource allocation, and facilitating technical coordination with customers.

The ideal candidate combines strong project management experience, technical familiarity with cloud-based services (AWS), and expertise with agile collaboration tools such as Jira and Confluence. This individual will work cross-functionally with internal teams and customers to maintain service quality, improve process efficiency, and ensure consistent delivery across global regions.

Key Responsibilities

Backlog and Process Management

• Manage and maintain the Technical Operations service backlog in compliance with QMS and internal standards.

• Ensure timely and accurate tracking of all service delivery tasks, projects, and incidents.

• Identify and resolve workflow bottlenecks, drive adherence to process timelines, and support audit readiness.

Regional Coordination and Resource Assignment

• Coordinate task assignment across global regions (APAC, UK, US/Costa Rica) to balance workload and optimize team capacity.

• Serve as the central point of coordination for regional task management, prioritization, and communication.

• Collaborate with team leads to monitor resource utilization and forecast capacity requirements.

Customer and Stakeholder Engagement

• Schedule and lead technical coordination calls with Digital Science customers, ensuring clear communication of deliverables and timelines.

• Partner with Customer Success, Implementation, and Technical Operations teams to manage customer needs through the service lifecycle.

• Facilitate cross-functional collaboration to ensure efficient resolution of customer issues and escalations.

Tool and System Administration

• Oversee Jira and Confluence project spaces to support Technical Operations activities.

• Configure workflows, dashboards, and reporting to enhance visibility and process transparency.

• Collaborate with IT and DevOps on AWS-based systems and related cloud service environments, ensuring compliance and optimization.

• Identify opportunities for automation, standardization, and tool improvement.

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or related field.

• 3–5 years of experience in project or service delivery management within a technical, SaaS, or cloud-based environment.

• Proficiency in Jira and Confluence (administration experience strongly preferred).

• Demonstrated experience with AWS and cloud service infrastructure.

• Strong understanding of IT service management and QMS-aligned processes.

• Excellent organizational, analytical, and communication skills.

• Proven ability to manage cross-regional collaboration across multiple time zones.

Preferred Qualifications

• PMP, Agile, or Scrum Master certification.

• Experience with Service Now or equivalent service management platforms.

• Background in laboratory informatics, scientific software, or regulated environments.