IT Service Excellence Manager

6 days ago

Mumbai, Maharashtra, India beBeeServiceDelivery Full time ₹ 20,00,000 - ₹ 25,00,000
Job Description:

We are seeking an experienced IT Service Delivery 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 the organization's mission to deliver high-quality healthcare solutions.

The ideal candidate will have a strong background in IT service management, preferably with experience in the pharmaceutical or life sciences sector.

  • 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.
Key Responsibilities:
  • Building and sustaining 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.
  • Aligning IT services with evolving business priorities and ensuring timely communication and translation of those priorities across IT teams.
  • Proactively identifying opportunities for service improvement and implementing Service Improvement Plans (SIPs) to sustain or enhance performance.
Requirements:

To be successful in this role, you will need:

  • Bachelor's degree in computer science, Information Technology, or a related field.
  • ITIL v4 certification (Foundation or higher).
  • ~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.
Benefits:

This role offers:

  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.
  • Competitive compensation and benefits package.

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