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Tier-1 brand, generalist SDM title, metro location, and broad skillset increase applicant competition.
Skills like vendor management and ITIL are transferable, though pharma context adds moderate domain bias.
Requires vendor management, ITIL knowledge, AI/automation experience and global stakeholder leadership.
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Accountable for the efficient and effective delivery of all managed services and leading service scope expansion.
Owns the AI and Automation Roadmap for Global Operations, driving Continuous Service Improvement and operational excellence.
Manages Vendor Performance Management including SLA adherence, complex escalations, and leading vendor transitions.
Experience required: Demonstrated experience in vendor management and fostering Continuous Service Improvement in complex environments.
Must have in-depth knowledge of service management frameworks such as ITIL.
Proven technical skills in measuring and managing vendor performance, and experience with AI and Automation implementation within service operations.
Work Experience Required: Not explicitly mentioned in the JD.
Strategic leader capable of driving operational excellence and cross-functional global initiatives.
Expertise in stakeholder management and aligning service delivery with internal product teams.
Strong technical and business acumen to evolve service delivery beyond traditional SLAs focusing on high-quality interactions and efficiency.