IT DSM Submission Data and Content Generation & Reuse - Pharma R&D

Overview

Lead the operational delivery, governance and continuous improvement of platform services for the Clinical Submission Data and Content Generation & Reuse function, as an IT Service Delivery Manager (SE6).

What you'll do

• Independently define, manage and control the scope of medium to large initiatives or significant workstreams with moderate complexity.
• Lead and facilitate the scope definition process, aligning with strategic objectives, stakeholder expectations and team dependencies.
• Proactively identify, analyze and mitigate scope-related risks, and manage scope changes.
• Be accountable for vendor performance management, monitoring service provider adherence to agreed KPIs, SLAs and contractual requirements.
• Independently lead the analysis of moderate to complex delivery problems, driving root cause analysis and eliciting complex stakeholder needs.
• Be accountable for comprehensive improvement plans and contribute to solution design and validation.
• Identify a diverse range of stakeholders, develop stakeholder communication plans, and act as a trusted advisor by resolving conflicts and ensuring alignment.
• Foster a culture of Continuous Service Improvement (CSI), identifying operational bottlenecks, analyzing root causes of recurring issues, and driving automation or process optimizations to improve First Contact Resolution (FCR).
• Analyze business needs and translate them into effective delivery strategies, selecting and adapting delivery methodologies to optimize results.
• Maintain systems in a constant state of audit-readiness and act as a key representative during official inspections, proving the accuracy, traceability and security of data and processes.

What you'll need

• Proven track record operating in a Delivery Management archetype (e.g., Project Manager, Service Manager) managing medium to large initiatives or significant workstreams.
• Experience managing the delivery of complex features or projects (such as service transitions or ART increments) across functional areas.
• Demonstrated experience translating requirements into strategic implementation plans and contributing to business planning and forecasting.
• In-depth knowledge of ITIL/Service Management frameworks.
• Strong ability to select, adapt and apply appropriate delivery methodologies to optimize results.
• Proficiency in utilizing advanced service management and delivery tools and techniques to manage complex processes and dependencies (e.g., ServiceNow and performance dashboards to track KPIs).
• Strong analytical skills to drive root cause analysis and propose comprehensive improvement plans.

Nice to have

• Exceptional stakeholder management and communication skills, with the ability to facilitate workshops, resolve conflicts and act as a trusted advisor to diverse stakeholders.
• Strong coaching and mentoring mindset, capable of championing accountability, connecting team development with business objectives and building chapter team spirit.
• Demonstrated experience in vendor management and fostering a Continuous Service Improvement (CSI) culture.

Details

• Location: Hyderabad.
• Shift: CET time zone.