Service Delivery Lead Life Sciences QMS / Veeva

As an experienced and strategic Service Delivery Manager, you will be responsible for leading a global team to deliver high-quality QMS Application Management Services (AMS) support to pharmaceutical and medical device clients. This role entails overseeing operational delivery and ensuring client satisfaction across various SaaS-based Commercial and R&D technology platforms, such as MDM, CRM, Data Warehousing, and Veeva Vault solutions. Your core responsibilities will include leading managed services operations across the U.S., India, and EU to provide consistent and high-quality support for QMS AMS. You will also be responsible for overseeing service delivery for solutions involving QMS AMS, Veeva Vault, Salesforce, Reltio, Egnyte, Power BI, Snowflake, and SQL Server. Developing and implementing service-level agreements (SLAs), KPIs, and operational excellence frameworks will be crucial in this role. In addition, you will serve as an executive point of contact for key clients, ensuring alignment with commercial and R&D business objectives. Resolving data issues, managing data loads into multiple client systems, working on enhancements to existing QMS AMS, and generating technical reports as requested by the business team are also part of your responsibilities. Furthermore, you will partner with internal practice leads to continuously improve service delivery models and solution offerings. Ensuring compliance with relevant regulatory standards, such as GxP, HIPAA, and 21 CFR Part 11, in service operations is essential. To excel in this role, you should have at least 7 years of experience in IT service delivery or managed services, with strong domain knowledge in life sciences commercial and R&D systems. Your proven experience with managed services for Veeva Vault, MDM, CRM, Snowflake, DataBricks, along with demonstrated ability to drive results at the intersection of technology and business, will be valuable assets. Success in managing globally distributed teams, supporting enterprise clients, excellent client-facing communication, stakeholder management, and problem-solving skills are also critical for this position. Moreover, familiarity with regulatory requirements specific to the pharmaceutical and medical device industries will be beneficial.,