Qualifications
- Bachelors Degree in Computer Science, Information Technology, or related field.
- PMP, Prince2, or equivalent Project Management certification preferred.
- ITIL Foundation/Intermediate certified preferred.
- 14–16 years of experience in IT Project/Program Management with 5+ years in Managed Services.
- Prior experience in Commercial Life Sciences domain preferred.
Key Responsibilities
Project Planning & Governance:
- Define and scope multi-year, multi-million dollar managed services engagements.
- Develop project charters, work breakdown structures (WBS), timelines, and budgets.
- Leverage MS Project, Smartsheet, Jira, or equivalent tools for planning & tracking.
- Align project objectives with ITIL-aligned managed services processes (Incident, Change, Problem, Request, etc.).
- Define SLAs, OLAs, KPIs, and governance models (daily/weekly/monthly).
- Establish shift-left strategies to improve efficiency and reduce L1/L2 effort.
- Implement process automation, AIOps, and MLOps for proactive operations.
Project Execution, Delivery & Optimization:
- Lead end-to-end execution of global delivery from onsite, offshore, nearshore centres across Europe, APAC, LATAM and NA geographies.
- Drive operational excellence via continuous process optimization, root cause analysis (RCA), and lessons learned.
- Conduct daily standups, weekly sprint reviews, and retrospectives (Agile/Hybrid).
- Setup and lead war rooms for major incidents and crisis management.
- Ensure compliance with change management protocols and quality gates.
- Drive value-add initiatives through innovation, automation, cost optimization, and bring about ticket reduction over period of time.
Monitoring, Reporting & Financial Management:
- Track budget vs. actuals, margins, burn rate, and financial KPIs using internal financial tools.
- Report on project health using RAG status at Weekly, Monthly, and Quarterly Business Reviews (MBR, QBR).
- Deliver dashboards for stakeholders covering service metrics, incident volumes, SLA adherence, etc.
- Identify scope creep, forecast variances, and recommend corrective actions.
- Monitor contract adherence, handle invoicing triggers and revenue recognition.
Stakeholder and Client Management
- Act as single point of contact (SPOC) for internal/external stakeholders.
- Manage executive-level communication, expectations, and escalations.
- Build strong relationships with customer leadership and delivery teams.
- Host and lead MBRs, QBRs, governance calls, and customer satisfaction sessions.
- Collaborate closely with sales, solutioning, and pre-sales for renewals or expansion opportunities.
Technical Oversight and Service Delivery:
- Understand and contribute to high-level architecture and design reviews.
- Govern SLAs, uptime, capacity planning, monitoring, and performance tuning.
- Oversee DevOps, DataOps, MLOps, and AIOps initiatives as applicable.
- Collaborate with platform, network, security, and application support teams.
- Ensure service continuity and DR/BCP preparedness across global regions.
Team Leadership & People Management:
- Lead cross-functional teams (engineering, support, testing, architecture).
- Drive talent development, performance management, and succession planning.
- Establish 24x7 support coverage through efficient shift management.
- Foster a culture of ownership, agility, and customer-first mindset.
- Manage capacity, hiring, onboarding, and training of delivery staff.
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Process Maturity, Tools and Innovation
Drive ITIL process maturity (Incident, Problem, Change, Knowledge, Asset, Configuration, Release).
Implement self-healing, automated monitoring, predictive maintenance via AIOps tools (e.g., Moogsoft, Splunk ITSI, Dynatrace, etc.).
- Utilize MLOps pipelines for automation and enhanced observability in data/AI systems.
- Ensure tools like ServiceNow, Jira, Confluence, Power BI are embedded in delivery workflows.
- Define KPIs for automation success and shift-left enablement.
Devops Enablement & Oversight
- Plan and Implement Devops practices to support CI/CD, Infrastructure as code etc..
- Familiarity with Devops tools Jenkins, Gitlab, Azure DevOps, Terraform etc
- Oversee automation implementations
- Track DevOps metrics such as deployment frequency, Lead time, Sprint velocity, MTTRs etc..
- Ensure documentation of all DevOps processes
- Drive DevOps maturity assessment and improvement plans across projects
Essential Skills & Competencies
Technical Skills
- Familiarity with Data & Analytics platforms, Data Lakes, BI Tools, ETL, Cloud (AWS/Azure/GCP).
- Exposure to monitoring and observability tools, ITSM tools, automation frameworks.
- Understanding of security, compliance (GxP, GDPR, HIPAA), and regulatory frameworks.
Project and Service Management
- Deep understanding of project management methodologies (Agile, Scrum, Waterfall, Hybrid).
- Experience delivering multiple concurrent engagements and portfolios.
- Strong documentation and risk/issue/change management practices.
Communication and Leadership
- Executive-level presentation and negotiation skills.
- Ability to manage multicultural teams and stakeholders across time zones.
- Skilled in conflict resolution, consensus building, and decision making.
Domain Knowledge and Functional Expertise
- Possess working knowledge of commercial pharma value chain especially around Sales, Marketing, Market Access, Patient Services, Field Force enablement, Alignments.
- Understand key business processes and KPIs – Rep performance, territory alignments, market share analysis, channel performance, adherence, interactions etc
- Familiarity with common commercial datasets – IQVIA, Symphony Health, Veeva CRM
Tools/Platforms Exposure (Preferred)
PM Tools
: MS Project, Jira, Smartsheet, ConfluenceITSM Tool
: ServiceNow Data & Analytics
: AWS, Azure cloud platforms, Python, MDM, Tableau, Qlik, PowerBI
