Services Manager

at Strategic Software Solutions
Location Atlanta, GA
Date Posted October 30, 2020
Category Default
Job Type Full-time



Client is searching for a Service Manager to assist in the delivery of Patient Services capabilities for the Rare Disease group of a global pharmaceutical company.  Oversee all aspects of service delivery striving toward operational excellence and successful project delivery. Ensure the set-up of the operational service model/framework and ensure its delivery according to agreements with service recipient representatives. Promotes service continuous improvement cycles in collaboration with the Service Owner and third parties.

Job Description Responsibilities and Duties:
• Act as primary point of contact to service recipients for escalation purpose
• Monitor the service recipient’s satisfaction
• Publish return of experience reports to service owner for enhancement and improvement purpose
• Identify and propose service improvements opportunities
• Advise service recipients on best practices to maximize the benefit of the existing service
• Accountable for day-to-day service delivery for the related service components (i.e application, solution, platform, processes)
• Ensure the set up and monitoring of the operational activity according to agreements with the service recipients and governance representatives at the agreed level
• Key contributor of continuous improvement activities in case of SLA breach
• Coordinate contributor’s activities involved in Service Delivery
• Ensure for capacity planning providing right inputs to operational teams
• Ensure integration and implementation of Service evolutions and enhancements
• Contribute on Service Contract setup and reviews according to with Service owner guidance
• Provide tangible inputs to design and improve the Financial Model of the Service
• Feed and contribute to the Service Line review
• Ensure the right configuration and settings of ITSM tools
• Responsible for security and regulatory compliance