Onboarding Specialist/Service Delivery Lead
Location: Remote
Contract Type: 12-month contract (potential to move perm)
Start Date: ASAP
About the Company
Our client is a leading IT and digital solutions provider specialising in supply chain optimisation for the Life Sciences sector.
Role Overview
We are seeking an Onboarding Specialist with the vision and capability to transition into a Service Delivery Lead role. In the short term, you will focus on user provisioning and onboarding activities for our client’s application, including manual setup of accounts and roles. As the Management Console module is rolled out, you will design and implement a scalable, self-service onboarding model where client master users (within pharmaceutical companies) manage their own user roles and permissions.
Over time, this role will expand to encompass key account-style service delivery leadership, building long-term client relationships, overseeing governance and adoption, and ensuring the successful operational handover of the onboarding process to clients.
Key Responsibilities
Initial Onboarding Phase
Manage user provisioning activities, ensuring timely and accurate onboarding for new clients and users
Define and document onboarding processes to ensure scalability and compliance
Conduct UAT to validate new onboarding features and workflows within the Management Console
Deliver training for end-users and support teams on onboarding tools and processes
Implement and govern RBAC to ensure appropriate access controls
Maintain detailed onboarding documentation, including process maps, user guides, and technical references
Oversee identity governance activities, particularly within Azure Active Directory
Transition to Service Delivery Lead Phase
Act as a primary point of contact for designated accounts, building strong relationships with client stakeholders
Coordinate with internal teams to ensure smooth adoption of the Management Console and self-service model
Oversee service delivery governance, service reviews, and client feedback loops
Monitor onboarding KPIs and client adoption metrics, presenting findings to stakeholders
Identify opportunities for process improvement and product enhancement based on client experience
Key Requirements
5+ years’ experience in onboarding, service delivery, or related IT operational roles
Proven experience in process design, documentation, and continuous improvement
Familiarity with UAT processes and training delivery
Strong knowledge of RBAC and identity governance principles
Hands-on experience with Azure Active Directory
Understanding of product-led onboarding methodologies
Excellent organisational and stakeholder communication skills
Ability to balance immediate operational delivery with long-term service design objectives
English required, second European language highly desirable
Preferred Qualifications
Experience in customer-facing service delivery or key account management within an enterprise technology environment
Familiarity with pharma/GxP environments and compliance considerations
