IT Service Excellence Director

2 hours ago

Cochin, Kerala, India beBeeDirector Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

We are seeking a seasoned IT Service Excellence Director 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, preferred experience in the pharmaceutical or life sciences sector.

Key Responsibilities:

  • Oversee global IT service delivery across all locations, including manufacturing plants, R&D centres, corporate offices, and international sites.
  • 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 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.

Requirements:

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

Desirable Skills:

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

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