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Merck

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4.3

based on 306 Reviews

Video summary

2 Merck Service Delivery Manager Jobs

Senior Analyst- Service Delivery Manager

Merck Ltd

4.3

based on 306 Reviews

4-9 years

Bangalore / Bengaluru

1 vacancy

Senior Analyst- Service Delivery Manager

Merck

posted 2mon ago

Job Role Insights

Flexible timing

Key skills for the job

Healthcare Project Management Release Management Service Delivery Management Problem Management Interpersonal Skills

+ 1 more

Job Description

We are seeking a highly skilled and motivated Senior Analyst - Service Delivery Manager to overseethe services of our research applications and all associated service delivery activities in the Healthcare sector
The ideal candidate will ensure the successful implementation and ongoing management of servicerequests and incidents related to research applications, driving customer success and fostering strong client relationships
In this role, you will foster a deep level of communication with the business teams to ensure effectivesolutions and high customer satisfaction
Have Outstanding verbal and written communication skills, along with the ability to understand service requests and incidents in healthcare, are key success factors
You should be a diligent, dedicated individual who can learn new systems and processes rapidly, collaborate with virtual teams, and possess a proven track record of delivering outstanding quality for the business
Key Responsibilities:Manage end-to-end service delivery for resource applications, ensuring alignment with client expectations and business goals
Collaborate with cross-functional teams, including internal technical teams and external vendors, to facilitate smooth ticket execution
Develop and maintain strong relationships with clients, acting as the primary point of contact for service-related inquiries
Monitor ticket progress, identify risks, and implement mitigation strategies to ensure timely delivery, while also being willing to work on tickets for complex applications
Conduct regular reviews with clients to assess satisfaction and identify opportunities for improvement
Provide leadership and guidance to project teams, ensuring adherence to best practices and GxP and Non-GxP standards
Serve as a technical expert and technical lead for projects, providing insights and direction on technical matters
Display a sense of urgency in completion of key responsibilities
Qualifications:Bachelor s or Master s degree in a relevant field
5+ years of experience in Service delivery, project management, or related roles, preferably in the Health care, Life science or technology sectors
Strong understanding of GxP regulations and compliance in the healthcare or life science industry
Proven ability to manage complex requests and drive results in a fast-paced environment
Experience in Change and Release Management, along with incident and problem management
Knowledge of validation processes, including the creation of validation plans, protocols, and reports
Excellent communication and interpersonal skills, with a focus on building strong client relationships
Proven experience in leading technical teams and projects supported with external consultants and be comfortable in working with both business- and technical teams
Experienced in service delivery framework and ensuring compliance to SLA and KPIs
Strong perseverance, a high degree of initiative and independence, with the ability to work as an individual contributor and manage tasks independently, while collaborating with people from various backgrounds/cultures/time zones, coupled with strong partner interface skills
Familiarity with AWS services and basic cloud infrastructure is a plus
Excellent command of English
Additional Information: Candidates should be from Bangalore or must be willing to relocate
The role offers the chance to work in a global environment within an open-minded international team