Service Delivery Manager, Medidata Clinical Data Management Systems

Service Delivery Manager

Work your magic with us! Ready to explore, break barriers, and discover more? We know you've got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people's lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.

United as One for Patients, our purpose in Healthcare is to help create, improve and prolong lives. We develop medicines, intelligent devices and innovative technologies in therapeutic areas such as Oncology, Neurology and Fertility. Our teams work together across 6 continents with passion and relentless curiosity in order to help patients at every stage of life. Joining our Healthcare team is becoming part of a diverse, inclusive and flexible working culture, presenting great opportunities for personal development and career advancement across the globe.

We are looking for a highly skilled and motivated Service Delivery Manager to oversee our Clinical applications within DDIT R&D and all related service delivery activities in the Healthcare sector. The ideal candidate will engage in ongoing project activities, ensuring a successful transition of Projects to services, as well as managing Service & Platform Delivery effectively. In this role, you will cultivate strong communication with business teams to deliver effective solutions and ensure high levels of customer satisfaction. Exceptional verbal and written communication skills are essential, along with the ability to comprehend ongoing projects, provide constructive feedback, and develop Hypercare and Go-live models.

You should be a diligent and dedicated individual capable of quickly learning new systems and processes, collaborating with virtual teams, and demonstrating a proven track record of delivering exceptional quality for the business. This position will be based in Bangalore, India.

Your Role

• Oversee end-to-end service delivery for clinical applications, ensuring alignment with client expectations and business objectives.
• Collaborate with cross-functional teams, including internal project teams, Business, technical teams and external vendors, to facilitate smooth transition to Service Delivery.
• Build and maintain strong relationships with business stakeholders, serving as the primary contact for service-related inquiries.
• Monitor the progress of Service Delivery activities, identify risks, and implement mitigation strategies to ensure timely delivery, while also being willing to engage with complex applications.
• Conduct regular reviews with clients to evaluate satisfaction and identify improvement opportunities.
• Provide leadership and guidance to project teams, ensuring adherence to best practices and compliance with GxP and Non-GxP standards.
• Act as a technical expert and lead for projects, offering insights and direction on technical matters.
• Demonstrate a sense of urgency in fulfilling key responsibilities.

Who You Are:

• Bachelor's or Master's degree in a relevant fields.
• Over 5 years of experience in service delivery, project management, or related roles, preferably within the Healthcare, Life Sciences, or technology sectors.
• Strong experience in managing cloud applications and stakeholder management, with Medidata experience being essential.
• In-depth understanding of GxP regulations and compliance within the healthcare or life sciences industry.
• Proven ability to manage complex requests and achieve results in a fast-paced environment.
• Experience in Change and Release Management, as well as incident and problem management.
• Knowledge of validation processes, including the creation of validation plans, protocols, and reports.
• Excellent communication and interpersonal skills, with a focus on building strong client relationships.
• Proven experience in leading technical teams and projects supported with external consultants and be comfortable in working with both business- and technical teams.
• Familiar with service delivery framework and ensuring compliance to SLA and KPIs.
• Strong perseverance, a high degree of initiative and independence, with the ability to work as an individual contributor and manage tasks independently, while collaborating with people from various backgrounds/cultures/time zones, coupled with strong partner interface skills.
• Familiarity with AWS services, SNOWFLAKE and basic cloud infrastructure is a plus.

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!