Service Delivery

Job description

Job Summary : We are seeking a highly experienced Service / Project Manager with over 10+ years of IT experience, including 8+ years in managing ETL operations projects specifically within the Medical and Pharma domain. The ideal candidate will possess a deep understanding of ITIL (ServiceNow) processes, a proven track record in driving transformation projects in the pharmaceutical sector, and expertise in ETL and incentive compensation operations. Key Responsibilities: # Manage and oversee operations projects within the Medical and Pharma domain, ensuring alignment with business objectives. Implement ITIL best practices to enhance operational efficiency and service delivery. Lead transformation initiatives in the pharma domain, focusing on process improvement and innovation. Identify and implement relevant KPIs to effectively measure the performance of operations teams. Ensure 24x7 operational support and service delivery, adhering to established SLAs. \\* Able to identify and address project risks at initial to avoid conflicts with stakeholders. \\* Extensive in driving automations to reduce manual activities or process optimization. Collaborate with respective stakeholders to plan and resolve any blockers in driving the CSIs / automation ideas. Conduct regular business reviews (weekly, monthly, and quarterly) with stakeholders to assess performance and address challenges. Proactive in project governess and conducting internal projects reviews on regular basis to ensure ops quality Experience in managing demanding and business critical projects. Collaborate with cross-functional teams to drive project success and maintain high levels of customer satisfaction. Ensuring regular updates of knowledge articles and their relevance in ops. Qualifications: 10+ years of experience in IT, with at least 8 years managing projects preferably in the Medical and Pharma domain. Strong understanding of ITIL processes and their application in operational management. Proven experience in leading transformation projects in the pharma industry. Expertise in developing and implementing incentive compensation strategies. Demonstrated ability to define and implement KPIs for operational performance. Extensive experience in managing 24x7 operations and ensuring compliance with SLAs. Excellent communication and stakeholder management skills.