Operational IT Manager

2 days ago


Thoothukudi, Tamil Nadu, India beBeeService Full time ₹ 1,64,44,000 - ₹ 2,51,18,000
Job Title: IT Service Assurance Manager

We are seeking a seasoned and proactive IT Service Assurance Manager to oversee and optimize the delivery of IT services in a highly regulated environment.

This role is pivotal in ensuring IT services align with business needs, comply with regulatory requirements, and support the organization's mission to deliver high-quality solutions.

  • Oversight of global IT service delivery across all locations, including manufacturing plants, R&D centers, corporate offices, and international sites spanning multiple regions.
  • Day-to-day operations management by serving as the central liaison between outsourced service providers and internal functional teams, including Application, Infrastructure, Security, Governance, and Business stakeholders.
  • Building and sustaining strong relationships with outsourced IT partners and other vendors to ensure service levels are maintained, issues are resolved promptly, and contractual commitments are met.
  • Alignment of IT services with evolving business priorities and timely communication and translation of those priorities across IT teams.
  • Proactive identification of opportunities for service improvement and implementation of Service Improvement Plans (SIPs) to sustain or enhance performance.
  • 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.
  • Identification of risks and issues in service delivery and timely corrective actions.
  • Coordination with technical teams to ensure smooth implementation and ongoing support of services.
  • Escalation management and timely resolution of service issues.
  • Establishment and management of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for internal and external IT services.
  • Collaboration with stakeholders across R&D, manufacturing, quality, and commercial operations to understand business requirements and ensure IT services meet those needs.
  • Vendor relationship management and third-party service provider management to ensure contractual obligations are met.
  • Overseas incident, problem, change management and other ITIL processes in alignment with ITIL framework.
  • Facilitation of audits and inspections by regulatory bodies related to IT systems and services.**Requirements:**

    * Bachelor's degree in Computer Science, Information Technology, or a related field

    * ITIL v4 certification (Foundation or higher)

    * Strong leadership and interpersonal skills

    * Analytical and problem-solving abilities

    * Effective communication and stakeholder management

    * 10 years of experience in IT service delivery, with at least 3 years in a managerial role within the pharmaceutical or life sciences industry preferred

    * Strong understanding of regulatory requirements, system validation (CSV), and compliance frameworks (FDA, EMA, ISO) preferred

    * Demonstrated experience managing cross-functional teams and vendors in a matrix environment

    * Proven ability to manage complex projects and priorities under regulatory scrutiny

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