Senior IT Service Delivery Director

2 days ago

Aligarh, Uttar Pradesh, India beBeeService Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Job Title: IT Service Assurance Manager

This is a pivotal role in ensuring IT services align with business needs, comply with regulatory requirements, and support the organization's 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 various regions.
  • Manage day-to-day operations by serving as the central liaison between outsourced service providers and internal functional teams.
  • Build and sustain strong, effective relationships with outsourced IT partners and 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 the ITIL framework.
  • Facilitate 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) is required.
  • Excellent leadership and interpersonal skills.
  • Strong analytical and problem-solving abilities.
  • Effective communication and stakeholder management.
Experience:
  • 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 GxP regulations, 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.

The ideal candidate will possess excellent leadership and interpersonal skills, with the ability to manage complex projects and priorities under regulatory scrutiny. Strong analytical and problem-solving abilities, along with effective communication and stakeholder management, are essential for success in this role.

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