Service Delivery Manager - Contract
Full Time
LIMS
MES
QMS
Job description
Job title: Service Delivery Manager - Manufacturing & Quality
Applications
Candidate Specification: Minimum 12 – 18 years of experience
Job Description:
Service
& Team Management: Lead and manage a shift-based team in Chennai
providing Level 2/3 operational support and managed services for Pharma
Mfg. and Quality applications (e.g., MES, QMS, LIMS, EBR).
Operational
Excellence: Oversee Incident, Problem, Change, and Release Management
processes, ensuring strict adherence to ITIL best practices and achieving
defined SLAs (Service Level Agreements) and KPIs (Key Performance
Indicators).
Stakeholder
& Vendor Management: Act as the primary point of contact for business
stakeholders and clients, managing expectations, communicating service
performance, and coordinating with third-party vendors.
Compliance
& Validation: Ensure all application support and deployment activities
are performed in strict compliance with GxP (Good Practices), regulatory
requirements, and internal SOPs (Standard Operating Procedures), including
oversight of validation documentation.
Continual
Service Improvement (CSI): Identify trends, root causes, and recurring
issues to drive proactive service improvements, automation initiatives,
and cost efficiency in service delivery.
Required Experience and Qualifications
Experience:
12 to 18 years of overall IT experience, with a significant portion
dedicated to leading a large service delivery / application managed
support for Pharmaceutical/GxP-regulated applications.
Technical/Functional
Expertise: Background in Pharmaceutical manufacturing applications support
is desirable (Core applications like MES (e.g., PAS-X, Rockwell, POMS) and
QMS (e.g., TrackWise, Veeva QualityDocs).
Domain
Knowledge (Nice to Have): Understanding of Pharmaceutical Manufacturing
processes.
Certification
(Preferred): ITIL v4 certification.
Skills Required
Service Delivery Manager - Contract
IT/ Computers - Software
Bachelor Degree
Full Time, Permanent
Key Skills
- LIMS
- MES
- QMS
Other Information
GO/JC/1488/2025
