IT Service Delivery Executive

2 days ago

Ajmer, Rajasthan, India beBeeAssurance Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Job Summary

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. 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.

Key Responsibilities:

  • Oversee global IT service delivery across all locations, including manufacturing plants, R&D centres, corporate offices, and international sites spanning multiple regions.
  • 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 ensure timely communication and translation of those priorities across IT teams.
  • Identify opportunities for service improvement and implement Service Improvement Plans (SIPs) 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 and address service delivery risks and issues in a timely manner.
  • 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.

Requirements:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • ITIL v4 certification (Foundation or higher) is required.
  • 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.
  • Proven ability to manage complex projects and priorities under regulatory scrutiny.

Skills:

  • Excellent leadership and interpersonal skills.
  • Strong analytical and problem-solving abilities.
  • Effective communication and stakeholder management.

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