Service operations manager

About IQVIA

IQVIA is a leading technology company in Life Sciences. Our team is focused on building modern large-scale software products which take advantage of the company's unique data assets.

Designation : Service operations manager

PURPOSE

The Operations and Support Manager is responsible for overseeing the day-to-day support operations across platforms and services, ensuring seamless delivery, incident resolution, and performance tracking. This role demands:

• Strong analytical capabilities to interpret performance metrics and drive continuous improvement.
• Leadership in managing support teams, including mentoring, performance reviews, and resource planning.
• People management skills to lead and inspire cross-functional support teams, foster collaboration, and maintain high team morale.
• Proficiency in BI tools, especially Power BI and Tableau, to build dashboards, monitor KPIs, and generate actionable insights.
• Operational oversight to ensure SLAs are met, incidents are resolved efficiently, and customer satisfaction remains high.

The ideal candidate will be a proactive leader with a passion for operational excellence and a track record of managing high-performing support teams

RESPONSIBILITIES

• Willingness to work in shifts (24x7) support team including weekends and public holidays. Flexibility and available on phone/email for the team for any off-business hours support.
• Ensure all deliverables are in accordance with SOPs and work instructions, meeting quality and timeline metrics
• Ensure he/she demonstrates the highest standards of accountability by effective communication, reporting, and handling/escalating of all technical and functional issues in a timely manner
• Establish and maintain effective project/stakeholder communication
• Anticipate and identify delivery delays or errors and make sure the customers/stakeholders are advised of progress and actions being taken
• Ensure all Service Level Agreements are honored to required quality and support standards
• Analyze performance of Team activities and documented resolutions, identify problem areas, devise, and deliver solutions to enhance quality of service and to prevent re-occurrence
• Identify areas for improvement and automation in the process
• Share daily/weekly reports with team and stakeholders

Education/Qualifications:

• Any Bachelor's degree B.E, B.Tech, BCA, B.Sc OR Diploma holder or equivalent
• Work experience in a technical support environment with ~8 years of experience.

MANDATORY Requirements:

• BI Reporting and Analysis: Good expertise in Business Intelligence and Reporting tools like PowerBI, Tableau etc.
• Good SQL/PLSQL, Unix knowledge and basic Java scripting knowledge.
• Good Database/ETL knowledge
• Knowledge of ITIL process and ticketing system/tools
• Should have strong analytical and problem-solving ability
• Operational Oversight: Manage L1/L2 support teams across platforms such as MDM, CDH, Informatica, Oracle, and Azure
• Process Governance: Implement SOPs and compliance frameworks to reduce manual errors and improve audit readiness
• Stakeholder Engagement: Liaise with internal teams and clients to ensure timely updates, escalations, and feedback loops
• Team Leadership: Mentor junior staff, lead by example, and serve as a backup to the Operations Director when needed
• Project Support: Contribute to RFPs and client onboarding by defining support models and BI integration strategies

Additional skills/Good to have

• Knowledge on MDM, Reltio MDM
• Knowledge on AWS, Snowflake data warehousing,
• Knowledge on Microsoft Office / Office 365 especially Excel (Macros, Pivots, Worksheets and add-ins)
• Proficient critical thinking, problem solving and decision making
• Passion for innovation

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more