Service Delivery Manager

Job Description

Service Delivery Manager At Ferring Pharmaceuticals, we help people around the world build families and live better lives. We are entrepreneurial and innovative, with a global team focused on scientific advances in the areas of reproductive and women s health, gastroenterology and urology. Ferring + You is all about working together and sharing ideas, so that we can bring science to life for patients around the world. Every person at Ferring works together to change lives and help people build families. Our corporate teams offer empowering, innovative, challenging and rewarding careers - we are motivated to make a difference. To reach our full potential we collaborate, and respect and value diverse contributions so that we can grow as an organization and as professionals. Together we can influence the world around us to make life and work better. Ferring + you You will be responsible for services delivery for Ferring affiliates in APAC reagion. The role is responsible for the execution of the service delivery and compliance to a regional level. Capturing the need for new and improved IT services and ensuring overall business satisfaction with regard to business facing IT support services delivered by supplier or internal IT. You will ensure technology standardization across sites, monitoring and aligning with the business needs. You will become the single point of contact for escalations between the business and IT supplier(s) to ensure technology is implemented as expected with value agreed and as per service satisfaction. You will also be part of the team that coordinate new demands and IT projects within the regional responsibility with the relevant IT business partner and local IT teams. You will become part of the Global Service Desk & OSS organisation, overseeing a group of contractors visiting Ferring entities on ad-hoc basis and a team of five on-site supports split in Japan, China, and India. Besides overseeing day-to-day activities, you will act as a main point of contact for escalation from the sites. You will also monitor and manage the vendors suppling the contractors and manage the financial side of this. As Service Delivery Manager you will also become part of a team of SDM peers consisting of five other Service Delivery Managers covering different regions or sites. We take pride in our collaboration and proactiveness in ensuring that we, as a function, meet current and future Service Delivery needs. Your day at ferring Oversee the day-to-day operation of IT services, ensuring they are delivered according to established SLAs and KPIs. Allocate and manage IT resources, including personnel, hardware, software, and budget, to support service delivery. Oversee supplier invoices and manage vendor contracts, negotiations, and relationships to optimize costs and service quality. Identify and assess risks related to IT service delivery and develop mitigation plans. Ensure compliance with security, data protection, and regulatory requirements. Establish effective communication channels with stakeholders, including business units, end-users, and senior management. Provide regular updates on service performance, incidents, and major IT initiatives. Manage IT projects related to service delivery, ensuring they are completed on time and within budget. Behind our Innovation... There s you 10 years of relevant IT working experience, 5 of those from a highly regulated environment, such as Pharmaceuticals, Manufacturing or Chemicals. Experience managing Operational teams, such as on-site support teams/service desks, as well as interacting with service providers. Solid technical background will be an advantage, especially in understanding and troubleshooting complex IT issues ITIL Foundation certified Good knowledge of ServiceNow, or similar ITSM systems Fluency in English, excellent verbal and written communication skills. People come first at Ferring Get inspired from our commitment to advocate for everyone s right to build a family, no matter who you are, where you live or who you love Our inclusive support package - Building Families at Ferring provides equal and accessible policies for all employees who wish to start their family journey, ensuring a global standard, irrespective of location and role Parental leave for both birthing and non-birthing parents Extended support on family building journey Making a difference in the life of millions of people means we succeed by working together. Our diverse backgrounds, experiences, expertise, and perspectives enable us to find solutions to even the most challenging problems, and our success is tied to each team member s contributions. Imagine the power of your career when it s Ferring + You. Behind our purpose There s you If our mission and your vision are aligned, please apply! We strive to build and maintain an inclusive and diverse workplace with equal opportunities and mutual respect for all employees regardless of their backgrounds and socioeconomic status. If you have any questions, you are welcome to contact please contact HR team At Ferring Pharmaceuticals, we help people around the world build families and live better lives. We are entrepreneurial and innovative, with a global team focused on scientific advances in the areas of reproductive and women s health, gastroenterology and urology. Ferring + You is all about working together and sharing ideas, so that we can bring science to life for patients around the world. Every person at Ferring works together to change lives and help people build families. Our corporate teams offer empowering, innovative, challenging and rewarding careers - we are motivated to make a difference. To reach our full potential we collaborate, and respect and value diverse contributions so that we can grow as an organization and as professionals. Together we can influence the world around us to make life and work better. Location: Ferring India M