Service Delivery Manager

Dublin  ‐ Onsite
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Description

Vacancy

Service Delivery Manager

Role Purpose

The role of the Service Delivery Manager is to ensure service delivery and transitions within multiple engagements for a major Pharmaceutical client. The successful candidate should have manufacturing domain experience and will be a great communicator, able to deal with people in a calm and business-like way, and able to work in a GxP validated Pharma environment.

Although this is not a technical role, the right person will have a good understanding of manufacturing, quality and R&D processes within the Pharma domain and accompanying technologies, have a demonstrable knowledge of Enterprise IT best practice such as ITIL, and have strong experience leading teams of technical analysts both at Dublin, Ireland and offshore.

Job Requirements/Accountabilities:

  • Responsible to manage end to end service delivery of a portfolio of projects/engagements for the pharma major.
  • Well versed with managing healthcare and life sciences AVM projects.
  • Plan the various interconnects between build, service delivery and application team.
  • Plan the various transition activities such as application on-boarding, off-boarding, scope changes, SOW, CRs, et al.
  • Ensure that the timelines, SLAs and KPIs are met as committed to customer.
  • Ensure high levels of customer satisfaction (CSAT).
  • Ensure people satisfaction through effectively engaging and driving the client, Cognizant onsite and offshore stakeholders through connect initiatives.
  • Effectively communicate the operation and transition status to all stake holders on a weekly basis.
  • Conduct the monthly service reviews connects with the core business and IT Teams.
  • Identifying and driving process improvements via problem management and service improvement initiatives.
  • Work closely with internal stakeholders and customer to ensure proper alignment to business objectives.
  • Responsible to build and sustain a strong Service Management Organization with seamless changes in scope.

Qualifications

Graduate/Masters degree in Computer Science or similar or equivalent relevant work experience

Skills Required

  • ITIL V3 qualification
  • Strong experiences in a managerial role working in manufacturing or quality management domain.
  • Strong Knowledge of QMS and related tools/processes in manufacturing operations. Trackwise knowledge is desirable or similar.
  • Proficient in MES related tools/technologies. WERUM PAS-X knowledge is desirable or similar.
  • Exposure on Environment, Health & Safety processes, Labelling & Serialization processes are nice to have.
  • Exposure on Product Lifecycle Management Framework. Agile PLM & COMOS knowledge are nice to have.
  • Strong communications skills & fluent in both spoken and written English.
  • Must be able to function effectively in a high pressure environment showing strong leadership abilities.

For more information contact Darraghor email

Start date
ASAP
From
Experis IT
Published at
25.07.2015
Project ID:
952438
Contract type
Freelance
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