Digital Managed Service Agreements

Overview Milestone a PM Group company is a committed provider of industry solutions and services.
We are part of international project delivery specialists, PM Group.
Milestone is a dynamic, highly experienced automation and digital systems consultancy.
Our focus is to provide world-leading services to the Life Sciences and FMCG sectors.
With 160+ experts, we have worked as end users, engineering consultants and system integrators, bringing a unique perspective to project implementation.
We have extensive experience covering lean analysis, process optimisation, system integration, equipment automation, MES solutions, manufacturing intelligence and project management.
The MSA Program Manager will lead the Digital MSA teams for Milestone.
Reporting to the Managing Director, they will maintain strong client relationships, manage service delivery, and drive continuous improvement.
This will involve contract management, compliance oversight, and team leadership, with a focus on fostering excellence and accountability.
Additionally, they will support business growth in Ireland and Europe.
Responsibilities The Digital MSA teams are responsible for IT/OT systems on life sciences manufacturing sites e.g. PAS, PLC, HMI, OEM, BMS, Historian, and MES.
Work to drive and promote a safe site culture with the Digital MSA teams across the business.
Oversee and manage the delivery of multiple managed services agreements to ensure client satisfaction and service quality.
Responsible for client relationships; maintaining strong relationships, understanding their needs and business objectives.
Coordinates with cross-functional disciplinary teams to align services with client expectations and company standards.
Monitor service performance metrics and implement continuous improvement strategies across managed services agreements.
Manage contract negotiations, renewals, and expansions with clients.
Ensure compliance with legal, regulatory, and contractual obligations.
Provide leadership and guidance to the managed services teams, fostering a culture of excellence and accountability, supporting training and continuous development initiatives for team members.
Support the development of new managed service business in Ireland, and Europe.
To grow the business this may include managing a site in the short to medium term, where required.
Prepare and present detailed reports on the status, progress, and outcomes of managed services agreements to both clients, and Milestone leadership.
Required to comply with client and company global policies, procedures and guidelines, regulatory requirements and current Good Manufacturing Practices (c GMP) in the performance of day-to-day activities.
Qualifications Bachelor's degree in Automation, Information Technology, or related field.
Excellent communication and interpersonal skills, with the ability to engage effectively with clients and stakeholders at all levels.
Ability to lead and motivate teams, ensuring high performance and adherence to service standards.
Analytical mindset with strong problem-solving abilities and attention to detail.
Strong understanding of process control principles and industrial automation systems.
Knowledge of regulatory standards and compliance requirements in Life Sciences industries e.g. GAMP, ISA-S88, ISA-95, ISA-62443.
Additional Desired Criteria Master's degree in Business Administration Knowledge of or familiarity with Delta V control systems.
Knowledge of or familiarity with Rockwell and Siemens PLC's.
Knowledge of or familiarity with MES e.g. Aveva PI, Syncade/PAS-X.