Service Delivery

Nagarro · India

Job Summary : We are seeking a highly experienced Service / Project Manager with over 10+ years of IT experience, including 8+ years in managing ETL operations projects specifically within the Medical and Pharma domain. The ideal candidate will possess a deep understanding of ITIL (ServiceNow) processes, a proven track record in driving transformation projects in the pharmaceutical sector, and expertise in ETL and incentive compensation operations.

Key Responsibilities:

# Manage and oversee operations projects within the Medical and Pharma domain, ensuring alignment with business objectives.

# Implement ITIL best practices to enhance operational efficiency and service delivery.

# Lead transformation initiatives in the pharma domain, focusing on process improvement and innovation.

# Identify and implement relevant KPIs to effectively measure the performance of operations teams.

# Ensure 24x7 operational support and service delivery, adhering to established SLAs.

* Able to identify and address project risks at initial to avoid conflicts with stakeholders.

* Extensive in driving automations to reduce manual activities or process optimization. Collaborate with respective stakeholders to plan and resolve any blockers in driving the CSIs / automation ideas.

# Conduct regular business reviews (weekly, monthly, and quarterly) with stakeholders to assess performance and address challenges.

# Proactive in project governess and conducting internal projects reviews on regular basis to ensure ops quality

# Experience in managing demanding and business critical projects.

# Collaborate with cross-functional teams to drive project success and maintain high levels of customer satisfaction.

# Ensuring regular updates of knowledge articles and their relevance in ops.

Qualifications:

# 10+ years of experience in IT, with at least 8 years managing projects preferably in the Medical and Pharma domain.

# Strong understanding of ITIL processes and their application in operational management.

# Proven experience in leading transformation projects in the pharma industry.

# Expertise in developing and implementing incentive compensation strategies.

# Demonstrated ability to define and implement KPIs for operational performance.

# Extensive experience in managing 24x7 operations and ensuring compliance with SLAs.

# Excellent communication and stakeholder management skills.