Merck KGaA

Senior Analyst- Service Delivery Manager

Posted On

Dec. 9, 2024

Location

Bangalore, Karnataka

Experience Level

D - Professional (4-9 years)

Job Type

Full-time

Apply By

Feb. 11, 2025

Job Description

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.

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