IT Service Delivery Specialist

2 days ago

Hyderabad, Telangana, India beBeeService Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
IT Service Assurance Manager Job Description

Our organization is seeking a seasoned and proactive IT Service Assurance Manager to oversee and optimize the delivery of IT services in a highly regulated pharmaceutical environment.

This role is pivotal in ensuring IT services align with business needs, comply with GxP (Good Practice) regulations, and support our mission to deliver high-quality healthcare solutions.

Key Responsibilities:
  • Oversee global IT service delivery across all locations, including manufacturing plants, R&D centres, corporate offices, and international sites spanning North America, APAC, Middle East, Australia, and EMEA regions.
  • Manage day-to-day operations by serving as the central liaison between outsourced service providers and internal functional teams, including Application, Infrastructure, Security, Governance, and Business stakeholders.
  • Build and sustain strong, effective relationships with outsourced IT partners and other vendors to ensure service levels are maintained, issues are resolved promptly, and contractual commitments are met.
  • Align IT services with evolving business priorities and ensure timely communication and translation of those priorities across IT teams.
  • Proactively identify opportunities for service improvement and implement Service Improvement Plans (SIPs) to sustain or enhance performance.
  • Conduct regular service reviews with IT service partners to assess performance, review risks, and drive customer satisfaction improvements.
  • Lead and coordinate on-site service teams, including scheduling, task allocation, and performance monitoring.
  • Identify risks and issues in service delivery and implement timely corrective actions.
  • Coordinate with technical teams to ensure smooth implementation and ongoing support of services.
  • Manage escalations and ensure timely resolution of service issues.
  • Establish and manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for internal and external IT services.
  • Collaborate with stakeholders across R&D, manufacturing, quality, and commercial operations to understand business requirements and ensure IT services meet those needs.
  • Manage vendor relationships and third-party service providers to ensure contractual obligations are met.
  • Oversee incident, problem, change management and other ITIL processes in alignment with ITIL framework.
  • Facilitate audits and inspections by regulatory bodies related to IT systems and services.
Required Qualifications and Skills:

A Bachelor's degree in computer science, Information Technology, or a related field. ITIL v4 certification (Foundation or higher) is required.

Excellent leadership and interpersonal skills. Strong analytical and problem-solving abilities. Effective communication and stakeholder management.

Benefits and Requirements:

Our organization offers a dynamic and supportive work environment that fosters growth and development. We are committed to providing opportunities for professional growth and development.

As an IT Service Assurance Manager, you will be responsible for overseeing the delivery of IT services and ensuring they align with business needs.

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