The Service Delivery Manager is responsible for managing the daily operations and consulting with the client on new opportunities to expand business processing and leverage data.
Establish, implement, and govern operational processes and procedures to consistently meet contractual commitments and performance standards.
Ensure adherence to operational schedules, timelines, and delivery SLAs.
Manage budgets effectively and make necessary adjustments to achieve or exceed contribution margin targets.
Serve as the primary point of contact for clients on operational performance, issue escalation, and new project requests.
Manage client expectations, communicate status updates, and ensure timely resolution of issues.
Develop and execute a comprehensive Communication Plan, including status reporting, internal updates, and client review sessions.
Lead and manage a global team responsible for data analysis, data aggregation, reporting, and operational support.
Oversee day-to-day business and technical components of client projects to ensure quality deliverables and successful outcomes.
Monitor team performance and ensure alignment with company initiatives, methodologies, and best practices.
Identify opportunities to enhance operational efficiency, expand services, and drive additional value for clients.
Partner with internal stakeholders to innovate and implement process improvements.
Guide the adoption of modern data technologies and cloud-ready solutions.

Requirements

Bachelor’s degree required, master’s degree preferred
5–10 years of experience in the pharmaceutical consulting or services industry
Proven experience managing an operations organization with measurable KPIs
Demonstrated success leading and developing global, cross-functional teams
Strong experience managing client relationships and negotiating positive outcomes
Hands-on experience with data analysis, reporting, and analytics
Experience working with commercial or specialty pharmaceutical data, including utilization, pricing, or specialty distribution datasets
Familiarity with AWS or Azure cloud operations, including cloud-ready data technologies and architectures
Prior experience in commercial data warehousing or business insights environments.

Benefits

📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analysisreportinganalyticsoperations managementbudget managementprocess improvementKPI managementdata aggregationcloud technologiesdata warehousing

Soft Skills

client relationship managementcommunicationteam leadershipnegotiationproblem-solvingcross-functional collaborationoperational efficiencystakeholder engagementissue resolutionperformance monitoring

Certifications

Bachelor's degreeMaster's degree