IT Service Delivery Manager

13 hours ago

Coimbatore, Tamil Nadu, India beBeeService Full time ₹ 1,50,00,000 - ₹ 2,20,00,000
IT Service Assurance Manager

As a seasoned IT professional, you will oversee and optimize the delivery of IT services in a highly regulated environment.

This role is pivotal in ensuring IT services align with business needs and comply with GxP regulations.

Key Responsibilities
  • Oversee global IT service delivery across various regions, including manufacturing plants, R&D centers, 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 and issues are resolved promptly.
  • Align IT services with evolving business priorities and communicate those priorities effectively across IT teams.
  • Proactively identify opportunities for service improvement and implement plans to sustain or enhance performance.
  • Conduct regular service reviews with IT service partners to assess performance, review risks, and drive customer satisfaction improvements.
  • Lead 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.
Requirements
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • ITIL v4 certification (Foundation or higher) is required.

Experience in IT service delivery, preferably in the pharmaceutical or life sciences industry, is preferred. A strong understanding of GxP regulations and compliance frameworks is also beneficial.

A proven ability to manage complex projects and priorities under regulatory scrutiny is essential for success in this role.

Benefits

The ideal candidate will have experience managing cross-functional teams and vendors in a matrix environment. Strong communication and interpersonal skills are necessary to build and maintain effective relationships with stakeholders.

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