Senior IT Service Delivery Manager

5 days ago

Vellore, Tamil Nadu, India beBeeInformationTechnology Full time ₹ 20,00,000 - ₹ 25,00,000
Job Overview

We are seeking a seasoned IT professional to oversee and optimize the delivery of IT services in a highly regulated pharmaceutical environment.


Main Responsibilities
  • Oversight of global IT service delivery across various locations, including manufacturing plants, R&D centers, corporate offices, and international sites.
  • Management of day-to-day operations by serving as the central liaison between outsourced service providers and internal functional teams.
  • Building and sustaining strong relationships with outsourced IT partners and vendors to ensure service levels are maintained, issues are resolved promptly, and contractual commitments are met.
  • Alignment of IT services with evolving business priorities and timely communication of those priorities across IT teams.
  • Proactive identification of opportunities for service improvement and implementation of Service Improvement Plans (SIPs) to sustain or enhance performance.
  • Regular service reviews with IT service partners to assess performance, review risks, and drive customer satisfaction improvements.
  • Leadership and coordination of on-site service teams, including scheduling, task allocation, and performance monitoring.
  • Risk and issue identification in service delivery and timely implementation of corrective actions.
  • Cross-functional collaboration to ensure smooth implementation and ongoing support of services.
  • Escalation management and timely resolution of service issues.
  • Establishment and management of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for internal and external IT services.
  • Collaboration with stakeholders across R&D, manufacturing, quality, and commercial operations to understand business requirements and ensure IT services meet those needs.

Educational Qualifications:

Bachelor's degree in computer science, Information Technology, or a related field is required.

Specific Certification:

ITIL v4 certification (Foundation or higher) is necessary.

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.
  • Strong understanding of GxP regulations, system validation (CSV), and compliance frameworks (FDA, EMA, ISO) is beneficial.
  • 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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