Service Manager, elluminate Services

Bangalore. Posted 2 months ago

The role

You will own day-to-day service operations for an assigned portfolio of global clients. You will coordinate people, processes, and systems across time zones to ensure the elluminate platform service runs smoothly.

What you will do

Act as the primary operational point of contact for assigned clients
Monitor ongoing delivery of elluminate platform services across assigned accounts
Coordinate day-to-day activities across internal teams
Track open action items, outstanding deliverables, and client requests
Serve as the escalation point for operational issues
Collaborate with globally distributed teams across US, India, and other regions
Participate in the transition of accounts from Implementation to steady-state service delivery
Ensure service activities adhere to SLAs, quality standards, and regulatory requirements
Conduct regular operational reviews of active engagements
Maintain thorough and accurate service documentation

Required qualifications

Bachelor's degree required
Excellent written and verbal English communication skills
Hands-on experience managing the operational delivery of technology-enabled services in a regulated clinical environment
Solid understanding of clinical data management concepts, clinical trial operations, ICH/GCP guidelines, and 21 CFR Part 11 requirements
Strong organizational skills
Proficient with Microsoft 365 applications
Familiarity with project (SmartSheet) or service management tools (Service Now, Zendesk)

Nice to have

Field in life sciences, health sciences, information systems, or a related discipline
5+ years of experience in a service/project management, service/project delivery, or operations role within the life sciences, clinical research, or health technology sector
Experience working with or supporting EDC systems (e.g., Medidata Rave, Veeva Vault EDC) or clinical data platforms

About the company

eClinical Solutions is a fast-growing company impacting the future of healthcare.