Senior IT Operations Manager

2 weeks ago

Madurai, Tamil Nadu, India beBeeService Full time ₹ 20,00,000 - ₹ 25,00,000

Job Title: IT Service Assurance Manager

About the Role

We are 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 regulations, and support the organization's mission to deliver high-quality healthcare solutions.

Main Responsibilities

  • Oversee global IT service delivery across all locations, including manufacturing plants, R&D centres, corporate offices, and international sites spanning multiple regions.
  • Manage day-to-day operations by serving as the central liaison between outsourced service providers and internal functional teams.
  • Build and sustain strong 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.

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