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Engagement Delivery Leader - Digital Workplace Operations

15 - 19 years

0 Lacs

hyderabad telangana

Posted:1 week ago| Platform: Shine logo

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Skills Required

pharma healthcare it delivery management leadership communication stakeholder management lifesciences digital workplace technologies service desk operations itil frameworks

Work Mode

On-site

Job Type

Full Time

Job Description

As an Engagement Delivery Leader in Digital Workplace Operations, your role involves leading delivery operations focused on global service desk, field services, and end-user computing within the Lifesciences, Pharma, and Healthcare domains. Your responsibilities include: - Managing end-to-end delivery of DWO services for Lifesciences, Pharma, and Healthcare clients. - Aligning delivery operations with client expectations, contractual obligations, and organisational goals. - Collaborating with the Engagement Delivery Lead to define and execute delivery strategies and transformation roadmaps. - Driving operational excellence through automation, innovation, and continuous improvement. - Building and maintaining strong client relationships to ensure high satisfaction and engagement. - Monitoring delivery performance, financial metrics, and risk mitigation plans. - Ensuring compliance with industry regulations, data privacy, and security standards. - Supporting business growth through opportunity identification and expansion of existing engagements. - Leading global teams across geographies, ensuring effective resource utilisation and talent development. - Maintaining PCSAT scores of 9+ through proactive issue resolution and stakeholder engagement. Key Success Metrics include achieving a PCSAT score of 9.0, SLA compliance across all service lines, cost optimisation through automation, improved delivery margins, and high levels of client satisfaction. To excel in this role, you should have: - 15+ years of experience in IT delivery management, with at least 5 years in Lifesciences, Pharma, or Healthcare domains. - Proven experience managing large-scale delivery operations across global teams. - Strong understanding of digital workplace technologies, service desk operations, and ITIL frameworks. - Excellent leadership, communication, and stakeholder management skills. - Experience managing multimillion-dollar engagements and complex vendor ecosystems. - Ability to drive strategic initiatives and influence senior leadership. - Fluency in English; additional language skills (Spanish, Portuguese) are a plus. Preferred qualifications include a Bachelors/Masters degree in Computer Science, IT, or a related field, along with certifications in ITIL, PMP, or equivalent project/delivery management frameworks. Experience in regulated environments and compliance-driven industries is also beneficial.,

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