Senior IT Service Delivery Executive

5 days ago

Ghaziabad, Uttar Pradesh, India beBeeService Full time ₹ 20,00,000 - ₹ 25,00,000
IT Service Assurance Manager

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.

Key Responsibilities:

  • Global IT Service Delivery: 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.
  • Day-to-Day Operations: 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 Management: Build and sustain 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.
  • Service Improvement: Proactively identify opportunities for service improvement and implement Service Improvement Plans (SIPs) to sustain or enhance performance.
  • Regular Service Reviews: Conduct regular service reviews with IT service partners to assess performance, review risks, and drive customer satisfaction improvements.
  • On-Site Service Teams: Lead and coordinate on-site service teams, including scheduling, task allocation, and performance monitoring.
  • Risk and Issue Identification: Identify risks and issues in service delivery and implement timely corrective actions.
  • Technical Coordination: Coordinate with technical teams to ensure smooth implementation and ongoing support of services.
  • Escalation Management: Manage escalations and ensure timely resolution of service issues.
  • SLAs and KPIs: Establish and manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for internal and external IT services.
  • Stakeholder Collaboration: Collaborate with stakeholders across R&D, manufacturing, quality, and commercial operations to understand business requirements and ensure IT services meet those needs.

Requirements:

  • Education: Bachelors degree in computer science, Information Technology, or a related field.
  • Certification: ITIL v4 certification (Foundation or higher) is required.
  • Skills: Excellent leadership and interpersonal skills, strong analytical and problem-solving abilities, effective communication and stakeholder management.
  • Experience: 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.

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