Service Delivery Manager

Job description

Global Service Delivery Manager **Job Location:** Vizag, India **Recommended Experience:** 1418 years **Position Summary** Own end-to-end service delivery for the Vizag-based Commercial Pharma data operations and modernization team. The role is accountable for service governance, SLA/KPI adherence, stakeholder management, risk management, executive reporting, resource planning, financial governance and continuous improvement across data engineering, platform operations, BI, DQ, QA, AI and BA functions. **Business / Program Context** The role is part of a Vizag-based delivery capability supporting Commercial Pharma datasets across global markets. The work may include platform operations, data engineering, data quality, reporting, AI enablement, release governance and stakeholder support for enterprise commercial data products. The role is not limited to Japan-specific datasets; Japan market familiarity may be useful but is not a mandatory baseline requirement for most positions. **Job Responsibilities** - Lead the overall Vizag delivery organization for Commercial Pharma datasets. - Own service governance forums, monthly service reviews, executive dashboards and operational scorecards. - Manage SLA/KPI performance across incidents, enhancements, releases, data quality, platform reliability and business support. - Drive RAID management, dependency tracking, vendor coordination, escalation management and mitigation planning. - Manage capacity, utilization, onboarding, succession planning, skill development and cross-training across the 20-member team. - Partner with client stakeholders, account leadership, delivery leadership and technology teams to align delivery outcomes with business priorities. - Ensure compliance with data security, privacy, audit readiness, validation and controlled-release expectations. - Identify continuous improvement opportunities through automation, process standardization, defect reduction and proactive monitoring. - Work as part of a Vizag-based delivery team supporting Commercial Pharma datasets and global commercial data stakeholders. - Collaborate with business, technology, governance, quality and offshore/onshore delivery teams across time zones. - Follow Agile delivery, SDLC, documentation, release, validation, access-control and data-governance standards. - Contribute to knowledge management, reusable assets, SOPs, runbooks and operational excellence initiatives. - Maintain strong communication discipline, including status updates, risk identification, issue escalation and timely stakeholder follow-through. **Required Work Experience** - 1418 years of relevant experience aligned to the role and seniority level. - Prior experience in pharmaceutical, life sciences, healthcare analytics, commercial data platforms or enterprise data programs. - Experience working in a global delivery model with structured governance, documentation, SLAs and stakeholder communication. - Ability to work from Vizag and collaborate effectively with India, global and client teams. **Technical / Functional Skills** - Global managed services leadership - Data platform delivery governance - Databricks and Informatica IDMC awareness - SLA/KPI management - Financial governance and resource planning - Executive communication - Risk and escalation management - Life sciences commercial data domain **Commercial Pharma Dataset Exposure** - Pharmaceutical commercial data platforms - Sales, prescription, claims, CRM and omnichannel datasets - Customer master, HCP/HCO, product master, territory and alignment datasets - Commercial KPIs, field force effectiveness, market share and promotional effectiveness - Data quality, reconciliation, lineage, metadata and controlled release processes **Desirable Skills** - Experience supporting global pharma companies or commercial data programs. - Exposure to Eisai-like commercial operating models, field reporting, sales operations and analytics use cases. - Japan market dataset exposure is preferred but not mandatory unless the assignment requires direct Japan business engagement. - Strong written and verbal communication skills; ability to explain data, risks, defects and business impact clearly. - Certifications in Databricks, Informatica IDMC, Azure/AWS, Scrum, ITIL, Tableau/Power BI or AI/ML are preferred depending on role. **Success Measures / KPIs** - Stable service performance, executive confidence, SLA compliance, predictable delivery, reduced escalations, strong team productivity and measurable continuous improvement. **Indicative 30 / 60 / 90 Day Expectations** 1. First 30 days: complete onboarding, understand commercial data landscape, delivery processes, documentation standards and role-specific tools. 2. First 60 days: independently contribute to assigned workstreams, support issue resolution, produce required artifacts and participate in governance forums. 3. First 90 days: demonstrate measurable ownership, improve delivery quality, identify improvement opportunities and support stable operations or project outcomes.