IT Service Delivery Specialist

1 day ago

Amrāvati, Maharashtra, India beBeeITServiceManager Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
Job Description\Helpers 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 healthcare solutions.

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

  • \
  • Overseeing 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.\
  • Managing 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.\
  • Building and sustaining 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.\
  • Aligning IT services with evolving business priorities and ensuring timely communication and translation of those priorities across IT teams.\
  • Proactively identifying opportunities for service improvement and implementing Service Improvement Plans (SIPs) to sustain or enhance performance.\
  • Conducting regular service reviews with IT service partners to assess performance, review risks, and drive customer satisfaction improvements.\
  • Lead and coordinate 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.\
  • Collaborate with stakeholders across R&D, manufacturing, quality, and commercial operations to understand business requirements and ensure IT services meet those needs.\
  • Manage vendor relationships and third-party service providers to ensure contractual obligations are met.\
  • Oversee incident, problem, change management and other ITIL processes in alignment with ITIL framework.\
  • Facilitate audits and inspections by regulatory bodies related to IT systems and services.
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