Senior Service Delivery Manager

Service Delivery Manager - Manufacturing & Quality Applications

Location: Chennai, India

Schedule: Shift Work (Mandatory to support 24x7 or extended global operations)

Role Overview

The Service Delivery Manager will be responsible for leading the managed support, operations, and service delivery for critical Manufacturing (Mfg.) and Quality (GxP) IT applications, with a strong focus on MES (Manufacturing Execution Systems) and QMS (Quality Management Systems).

The successful candidate will ensure high-quality Application Managed services, operational excellence, and continuous improvement for these mission-critical systems. Manufacturing domain knowledge is preferable but not mandatory.

Key Responsibilities

• 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.