Title: IT Service Delivery Manager - Remote
Client Industry: Pharmaceuticals
We have partnered with our client in their search for a IT Service Delivery Manager. This pivotal role will primarily focus on managing the delivery of outsourced services, ensuring efficient and effective collaboration with external providers. The ideal candidate will possess a rich background in managing outsourced providers, especially those based in India, and will have had experience navigating the nuances of M&A transition activities. Crucially, this position demands strong, professional leadership – someone capable of managing challenging dynamics, driving solutions, and maintaining positivity in the face of resistance
- Oversee the delivery of outsourced services, ensuring consistent and high-quality results that align with business objectives.
- Serve as the primary liaison between the company and external providers, fostering strong, collaborative relationships.
- Address and navigate pushbacks and challenges, working diligently to drive solutions and maintain operational consistency.
- Ensure adherence to contractual agreements and service level expectations with all outsourced partners.
- Facilitate smooth M&A transition activities, leveraging expertise to guide both internal and external stakeholders.
- Stay informed about industry best practices, strategies, and tools related to service delivery and outsourced partnerships.
- Provide regular updates and reports to senior management on service delivery metrics, challenges, and solutions.
- Demonstrated experience in managing outsourced service providers, especially in India.
- Familiarity with M&A transition activities and the associated challenges.
- Exceptional interpersonal and communication skills, with an emphasis on negotiation and relationship management.
- Resilience in the face of challenges, with an ability to stay positive and focused on solutions.
- Strong analytical and problem-solving skills.
- Proficient in relevant service delivery management tools and software.
- Ability to balance firmness with professionalism, ensuring the company's needs are met without compromising relationships.
Education & Work Experience
- Bachelor's Degree in Business Management, Information Technology, or a related field.
- A minimum of 5 years' experience managing outsourced service providers, with a significant emphasis on providers based in India.
- Proven experience navigating the challenges and nuances of M&A transition activities.