IT Service Delivery Expert

3 days ago

Kozhikode, Kerala, India beBeeServiceDelivery Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
Job Summary

We are seeking an experienced IT service delivery expert to 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, comply with GxP regulations, and support the organization's mission to deliver high-quality solutions.

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

Key Responsibilities
  • Oversee global IT service delivery across various 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 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.
Required Skills and Qualifications
  • Bachelor's degree in computer science, information technology, or a related field.
  • ITIL v4 certification (Foundation or higher) is required.
  • Excellent leadership and interpersonal skills.
  • Strong analytical and problem-solving abilities.
  • Effective communication and stakeholder management.
Experience

A minimum of 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, and compliance frameworks is preferred.

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

Proven ability to manage complex projects and priorities under regulatory scrutiny.

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