JOB DESCRIPTION

• Client Relationship Management – Build and maintain strong relationships with clients, ensuring their needs are met and expectations exceeded.
• Service Delivery Oversight – Manage end-to-end service delivery processes, ensuring high-quality execution and adherence to service level agreements (SLAs).
• Strategic Account Management – Develop and implement strategies to enhance client satisfaction, retention, and business growth.
• Operational Excellence – Monitor service performance, track key performance indicators (KPIs), and drive continuous improvement initiatives.
• Issue Resolution & Risk Management – Address client concerns, resolve service-related issues, and mitigate risks proactively.
• Cross-functional Collaboration – Work closely with internal teams, including IT, operations, and customer support, to ensure seamless service execution.
• Financial & Contract Management – Oversee budgets, contracts, and financial aspects of service delivery to ensure profitability and efficiency.
• Reporting & Communication – Provide regular updates to stakeholders, highlighting achievements, challenges, and opportunities for improvement.
• Leadership & Team Development – Provide guidance, mentorship, and career development opportunities for team members.
• Performance Management – Set clear goals, conduct evaluations, and provide constructive feedback to enhance employee performance.
• Employee Engagement & Retention – Foster a positive work culture, ensuring high levels of motivation and job satisfaction.

EXPERIENCE AND QUALIFICATIONS

• Bachelor’s degree in chemical engineering and Post Graduation Diploma in Software Development & Management.
• Capgemini Certified Engagement Manager, Connected Managed and certified Life Science Industry SME
• Certified ITIL V3 Foundation Professional (TÜV SÜD Certification - 1302#311638901)
• Demonstrated experience managing teams to deliver solutions using appropriate technologies including key pharma products like ELN, Argus & LIMS.
• Demonstrated experience in Application Maintenance & Lab Applications Engagement for Life science customer in Australia.
• Demonstrated Revenue Growth in Life science vertical.
• Demonstrated experience in managing technical teams delivering project, support and minor enhancements which can be applied in the approved scope of platforms and appropriate reporting tools and technologies
• An understanding of Pharma/Life Science operations and regulatory processes to resolve critical issues
• Strong leadership and people management skills; ability to influence, organisational ability and time management.
• Excellent business acumen and analytical skills.
• Excellent interpersonal, written and communication skills.
• Highly result oriented and can work independently.

Please refer the Job description for details