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France, Lyon Bilingual Service Delivery Manager Pharma Sector

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Serial No: 14447
Location: Rhône-Alpes, France - View on map

Our client is looking for a bilingual experienced Service Delivery Manager. 12 years overall experience is required of which at least 7 must have been in the pharmaceutical sector or possibly life sciences.

service delivery manager


Technical/Functional Skills • Strong technical and functional skills in any of EQMS – Enterprise Quality Management System tools , QA/QC tools – Roll outs, support & implementations

  • Sound knowledge of Quality and regulated applications/tools used in Pharmaceutical business domain.
  • An effective verbal, written, presentation & communication skill in French & English is a must and multilingual knowledge is a plus.
  • People-management skills coupled with strong communication skills are essential
  • Proper planning of projects and programs is vital, and as a result, a service delivery manager must have good planning skills that go along with proper time management.
  • Continually defines ways to increase customer satisfaction and deepen relationships
  • Enforces standardized development environment and policies & procedures
  • Consistently delivers high-quality services

Experience Required

  • Experience in managing multi sites roll outs programs across globe for Pharmaceutical Mfg Domain
  • Experience in handling global IT programs / roll outs for EQMS – Enterprise Quality Management System tools , QA/QC tools Rollouts
  • Previous work experience in service delivery and leadership in onsite-offshore environment
  • Strong program management, people management experience
  • Co-ordinate and manage program activities involving multiple teams with diversified culture across the globe
  • Problem-solving skills are also important, to come up with solutions for service-related issues affecting clients and team members alike.
  • Experience in SDLC using .Net and Oracle based QA/QC Tools and with roll outs across globe.
  • Experience in configuring, customization & deploying Quality tools for Pharmaceutical majors.
  • Knowledge of LIMS and other shop floor applications.

Roles and Responsibilities

  • Responsible to define, shape and execute strategy for Quality tools roll outs.
  • Lead multiple teams in achieving the goals envisaged for the program
  • Provide reports on the program activity
  • Supporting individual projects by providing advice and guidance regarding project governance, management and benefits.
  • Responsible for project tollgate readiness/ entry/ exit criterion
  • Ensuring quality assurance role that projects are well managed and adhering to appropriate standards and good practices (Consistency)
  • Continuous process improvement by capturing and sharing, learning across portfolio of projects
  • Overseeing and coordinating IT related change and that Governance processes are followed.
  • Managing the program office function – Resource management, finance management – Communication to stakeholders on adds/removals/modifications of portfolio
  • Defining Op Mechanisms for Program/Project metrics sharing, plus Program/Project status updates
  • Portfolio level resource management
  • Provide testing strategy support to all projects to drive standards & processes for effectiveness & efficiency of testing
  • Work effectively with various stakeholders , vendor/partners, resources and various IT teams as needed.
  • Ensure proper documentation is created, reviewed, and approved timely

Generic Managerial Skills

  •  Lead change management in the shop floor and handle the politics of the floor
  •  Run the war Room – Every day to seek closure on the many issues – in a multi site, multi Geo, multi vendor and multi stake holder environment
  •  Risk identification and mitigation planning

Our client recognises that they are looking for a rare combination of skills because as well as pharma domain experience a hard nosed business brain is required in this role. The package negotiated will reflect the unique combination of skills you are likely to bring to the table.


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