Merck KGaA

Senior Analyst- Service Delivery Manager, Veeva CRMs

Posted On

Nov. 5, 2024

Location

Bangalore, Karnataka

Experience Level

D - Professional (4-9 years)

Job Type

Full-time

Apply By

Nov. 26, 2024

Job Description

We are seeking a Service Delivery Manager to oversee the services of our Veeva CRMs to clients in the Healthcare sector. The ideal candidate will be responsible for ensuring the successful implementation and ongoing management of Veeva service requests and incidents, driving customer success, and fostering strong client relationships. You will foster a deep level of communication with the business teams to ensure effective solutions and high customer satisfaction. Have Outstanding verbal and written communication skills and your ability to understand service requests and incidents for healthcare is a key success factor. You are diligent, hardworking individual who can learn new systems and processes rapidly, can collaborate with virtual teams, and having a proven track record of delivering outstanding quality for the business.Key Responsibilities:Manage end-to-end service delivery for Veeva CRM, 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.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 Veeva standards.Qualifications:Bachelor’s Degree in a relevant field.5+ years of experience in service delivery, project management, or related roles, preferably in the life sciences or technology sectors.Strong understanding of Veeva products and related applications in the life sciences industry.Proven ability to manage complex requests and drive results in a fast-paced environment.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 with people from various backgrounds/cultures/time zone, coupled with strong partner interface skills.Excellent command of English.We are an equal opportunity employer that values workforce diversity. We want everyone to be able to bring their best self to work every day which is why equality and inclusion is at the forefront of all our activities. We are dedicated to a policy of non-discrimination in employment on any basis including race, caste, creed, colour, religion, sex, age, disability, marital status, sexual orientation, and gender identity.

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