Service Delivery Engineer

Service Delivery Engineer - Clinical & Medical Affairs

Life Unlimited. At Smith Nephew, we design and manufacture technology that takes the limits off living.

Join our dynamic team and embark on an exciting journey of innovation and growth as we seek a hard-working and dedicated individual to fill role of Service Delivery Engineer - Clinical & Medical Affairs to join our dynamic Clinical R&D teams. In this role, you will be responsible for leading the Clinical System's application support team and ensure delivery of IT service request and break fix solution to meet customer expectation within the agreed service levels and scope of work for our R&D business partners.

What will you be doing?

Lead R&D and Clinical Strategic planning and demand shaping:

• 3rd Party Coordination: Lead discussions with all 3rd party partner/vendor future solutions in the R&D Clinical space deliver the R&D Clinical roadmaps for Medidata, Veeva and other similar systems.
• Customer/Business Partner Coordination: Accountable for communicating to our clinical business partners.
• IT Partner/Stakeholder Coordination: When needed with our Global Service Delivery team to achieve resolution on problem management incidents.
• Change ticket leadership and problem management: This includes coordinating with stakeholders and determining accurate impact assessment of changes, and problems.

Process Improvement and Controls:

• Process Improvement: Able to spot process improvement opportunity, record it, build a process and present it to stakeholders as proposal/recommendation.
• Training and knowledge sharing to new team members as they are on-board.
• You will be assigned another task throughout the application management lifecycle to ensure that application is running and performs its full performance to meet and satisfy customers' requirements.

What will you need to be successful?

• Education: Bachelor's degree in biology / information technology or an equivalent 3 years' experience in leading Systems support team for a medical device, life science or pharmaceutical industry.
• Licenses/ Certifications: SAFe Certified, Agile Alliance Certified, TOGAF Certified, ITIL Certified, Any of the ITSM Frameworks.
• Operating Mode: Work from office – Hybrid, 2 days in EMEA Shift (12:30 PM to 9:30 PM IST).
• Experience: 3 Years of IT experience in leading in Clinical System tools such as Medidata, Veeva, Anaqua Idea Point, eTMF.
• Some experience in Software Development Lifecycle such as Jira, Jama, Atlassian Stack, Solidworks, Catia, Altium, Figma, DraftView, Mimics, Matlab, Siemens NX, CAD tools, SSL certificates and Document Management Systems.
• Experience in working and/or supporting application at a Medical Device, Life Sciences or Pharmaceutical field/industry.
• Knowledge and hands on experience in ITIL disciplines.
• Knowledge and hands on experience being accountable for Clinical and R&D Systems.
• Experience in working with business users, different IT verticals and 3rd party vendors.

You. Unlimited.

We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion Belonging - Committed to Welcoming, Celebrating and Thriving. Learn more about our Employee Inclusion Groups on our website

Other reasons why you will love it here

• Your Future: Major Medical coverage Policy exclusions and insurance non-medical limit. Educational Assistance.
• Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
• Your Wellbeing: Parents / Parents in Law's Insurance (Employer Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave.
• Flexibility: Hybrid Work Model (For most professional roles)
• Training: Hands-On, Team-Customized, Mentorship
• Extra Perks: Free Cab Transport facility for all employees, One Time Meal provided to all employees as per shift. Night Shift Allowances.

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