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Service Delivery Manager - QMS Service Delivery Manager - QMS

Service Delivery Manager - QMS Service Delivery Manager - QMS

Zensar

10 - 15 years

25 - 30 Lacs

Kolkata Mumbai New Delhi Hyderabad Pune Chennai Bengaluru

Posted:14 hours ago| Platform:

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Skills Required

Operational excellence Managed services QMS Pharma HIPAA Life sciences CRM SQL Service operations Salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

Position Overview:

We are seeking an experienced and strategic Service Delivery Manager to lead our global team in delivering high-quality QMS Application Management Services (AMS) support to pharmaceutical and medical device clients. This role will oversee operational delivery and client satisfaction across a suite of SaaS based Commercial and R&D technology platforms, including MDM, CRM, Data Warehousing, and Veeva Vault solutions.

Core Responsibilities:

Lead global managed services operations across the U.S., India, and EU, ensuring consistent, high-quality support for QMS AMS.
Oversee service delivery for solutions involving QMS AMS, Veeva Vault, Salesforce, Reltio, Egnyte, Power BI, Snowflake, and SQL Server.
Develop and implement service-level agreements (SLAs), KPIs, and operational excellence frameworks.
Act as an executive point of contact for key clients, ensuring alignment with commercial and R&D business objectives.
Provide resolutions to data issues and manage data loads into multiple client systems.
Work on enhancements to existing QMS AMS.
Generate technical reports as requested by the business team.
Partner with internal practice leads to continuously improve service delivery models and solution offerings.
Ensure compliance with relevant regulatory standards (e.g., GxP, HIPAA, 21 CFR Part 11) in service operations.

Skills & Experience:

10+ years of experience in IT service delivery or managed services.
Strong domain knowledge in life sciences commercial and R&D systems.
Proven experience with managed services for Veeva Vault, MDM, CRM, Snowflake, DataBricks, with a deep understanding of at least three core platforms.
Demonstrated ability to sit at the intersection of technology and business while driving results.
Success in managing globally distributed teams and supporting enterprise clients.
Excellent client-facing communication, stakeholder management, and problem-solving skills.
Familiarity with regulatory requirements specific to pharmaceutical and medical device industries.

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Service Delivery Manager - QMS Service Delivery Manager - QMS