Service Delivery Manager - Contract - GO/JC/1488/2025

Job title: Service Delivery Manager - Manufacturing & Quality ApplicationsCandidate Specification: Minimum 12 � 18 years of experienceService & 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

RoleService Delivery Manager - ContractIndustry TypeIT/ Computers - SoftwareFunctional AreaRequired Education Bachelor DegreeEmployment TypeFull Time, PermanentKey Skills

• LIMS
• MES
• QMS
  

Other Information
Job CodeGO/JC/1488/2025Recruiter Name