IT Service Delivery Strategist

23 hours ago

Rajkot, Gujarat, India beBeeManagement Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
IT Service Assurance Manager

Serve as a pivotal leader in the delivery of IT services, ensuring seamless alignment with business objectives and regulatory compliance.

  • Global IT Service Delivery Leadership
    • Oversee and optimize 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.
  • Operational Excellence
    • 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.
  • Vendor Partnerships
    • 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.
  • Business Alignment and Translation
    • Align IT services with evolving business priorities and ensure timely communication and translation of those priorities across IT teams.
  • Service Improvement Initiatives
    • Proactively identify opportunities for service improvement and implement Service Improvement Plans (SIPs) to sustain or enhance performance.
  • Regular Performance Reviews
    • Conduct regular reviews with IT service partners to assess performance, review risks, and drive customer satisfaction improvements.
  • Site Management
    • Lead and coordinate on-site service teams, including scheduling, task allocation, and performance monitoring.
  • Risk Identification and Mitigation
    • Identify risks and issues in service delivery and implement timely corrective actions.
  • Escalation Management
    • Manage escalations and ensure timely resolution of service issues.
  • SLAs and KPIs Establishment
    • Establish and manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for internal and external IT services.
  • Cross-Functional Collaboration
    • Collaborate with stakeholders across R&D, manufacturing, quality, and commercial operations to understand business requirements and ensure IT services meet those needs.
  • Vendor Relationship Management
    • Manage vendor relationships and third-party service providers to ensure contractual obligations are met.
  • ITIL Process Oversight
    • Oversee incident, problem, change management, and other ITIL processes in alignment with the ITIL framework.
  • Audit Support
    • Facilitate audits and inspections by regulatory bodies related to IT systems and services.

Bachelor's degree in computer science, Information Technology, or a related field is required. ITIL v4 certification is also mandatory.

Key attributes include excellent leadership skills, strong analytical abilities, effective communication, and stakeholder management.

Ten years of experience in IT service delivery, preferably with at least three years in a managerial role within the pharmaceutical or life sciences industry, is preferred.

Strong understanding of GxP regulations, system validation, and compliance frameworks is an advantage.

Demonstrated experience managing cross-functional teams and vendors in a matrix environment is essential.

Ability to manage complex projects under regulatory scrutiny is crucial.

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