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Own service design, service transition, vendor management and the product lifecycle, providing clear timelines, regular status updates and proactive stakeholder communication.
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Coordinate cross functional incident response (engineering, ITSM, service desk, QA, infrastructure, cyber security and vendors) and lead resolution or safe workaround implementation.
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Maintain and improve support runbooks, knowledge articles, escalation paths and on call rotas to ensure consistent, auditable service.
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Operate and mature ITSM processes (incident, problem, change, release, request, configuration management) for the product; ensure SLAs/OLAs are met and CMDB/CIs are accurate.
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Monitor support metrics and KPIs (MTTR, incident volumes by severity, repeat incidents, SLA attainment, CSAT); identify trends and present clear, actionable insights to product and business stakeholders.
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Lead post incident reviews (root cause analysis) and drive durable process or product changes to prevent recurrence; ensure follow up actions are tracked and closed.
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Support product lifecycle activities including release coordination, GxP validation artefacts review, DevSecOps, monitoring, go live readiness and decommissioning support as required.
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Collaborate with Product Owners on backlog prioritization driven by operational risk, user impact and regulatory requirements.
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Coach and mentor junior support staff; act as escalation point for complex or high impact issues and guide effective stakeholder communications.
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Manage relationships with third party vendors for support escalations, contract fulfilment and performance management.
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Contribute to continuous improvement initiatives across support, deployment and product stability practices.
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Minimum 6 years experience in product, technical or application support within pharma or regulated healthcare environments; demonstrated understanding of pharmaceutical business processes (R&D Scientific, Clinical, Safety and Regulatory) is required.
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Strong ITSM experience: practical use and process ownership of incident, problem, change, release, request and configuration management in regulated environments. Hands on experience with ServiceNow, or equivalent ticketing/ITSM platforms is mandatory.
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Product lifecycle management exposure: involvement in release management, validation/CSV activities (IQ/OQ/PQ), go live readiness, and decommissioning of regulated IT systems.
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Vendor Governance: Manage relationships with external vendors/partners to ensure service delivery, continuous improvements, compliance, performance, and risk mitigation. Define and monitor service level agreements (SLAs), key performance indicators (KPIs), and vendor contracts. Collaborate with cross-functional teams to optimize vendor management processes and drive operational efficiency.
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DevSecOps: DevSecOps: Implement secure coding practices, CI/CD pipelines, and vulnerability management to reduce risks. Collaborate with cross functional teams to drive automation, security, and reliable delivery.
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Budget Planning and driving cost efficiency: Manage budgets, track spending and identify cost-saving opportunities. Collaborate on financial planning and resource allocation. Lead initiatives to improve productivity and optimize costs.
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Product management collaboration: proven ability to work closely with product managers on prioritization, operational requirements and lifecycle decisions.
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Regulatory & quality awareness: working knowledge of GxP requirements like 21 CFR Part 11, data integrity principles and experience interfacing with QA for compliant support and change control.
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Cloud/SaaS and integrations: experience supporting cloud platforms, SaaS products and integrations (APIs), and understanding of implications for controlled validation and change processes.
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Monitoring & observability: hands on experience with monitoring, logging or observability tools to diagnose and trend operational issues.
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Incident response & RCA: demonstrated ability to lead multi team incident responses and run effective post incident reviews / root cause analysis.
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Communication & stakeholder management: strong English written and verbal skills for global collaboration across IT, business, strategic partners and QA teams.
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Familiarity with ServiceNow in a regulated environment (ITSM, CMDB, ITOM, DevSecOps, AIOps).
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Experience with tools such as ServiceNow, Power BI, Aha, JIRA and Azure DevOps (ADO).
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AIOps: Awareness of and hands on experience implementing AIOps solutions to drive efficiencies and optimizations in IT operations.
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Strong knowledge of SAFe agile delivery, including PI Planning and release management.
