Service Delivery Manager

Axtria - Ingenious Insights; Hyderabad; On-site; INR 3,500,000 - 7,000,000; Full time

Job summary

Axtria - Ingenious Insights is seeking a Global Service Delivery Manager to lead the Vizag-based Commercial Pharma data delivery team. You will own governance, SLA/KPI adherence, and executive reporting across data engineering, platform operations, BI, DQ, QA, AI, and BA functions.

The role requires 14-18 years of global delivery experience, pharmaceutical domain expertise, and strong stakeholder communication.

Qualifications

• 14-18 years of relevant experience aligned to seniority.
• Experience in pharmaceutical or healthcare analytics platforms.
• Global delivery with governance, SLAs and stakeholder communication.
• Willingness to work from Vizag with cross-time-zone collaboration.

Responsibilities

• Lead the Vizag delivery organization for Commercial Pharma datasets.
• Own service governance forums, monthly service reviews, dashboards and scorecards.
• Manage SLA/KPI performance across incidents, enhancements, releases and data quality.
• Drive RAID management, vendor coordination, escalation and mitigation planning.
• Oversee capacity, utilization, onboarding, succession planning and cross-training.
• Partner with client stakeholders and delivery teams to align outcomes with business priorities.
• Ensure data security, privacy, audit readiness and controlled-release standards.
• Identify automation and process improvements for operational excellence.
• Collaborate with global teams across time zones and functions.
• Maintain communication discipline with status updates and risk alerts.

Skills

Global managed services leadership

Data platform delivery governance

Databricks awareness

Informatica IDMC awareness

SLA/KPI management

Financial governance

Executive communication

Risk & escalation management

Life sciences data domain

Job description

Position Summary

Own end-to-end service delivery for the Vizag-based Commercial Pharma data operations and modernization team. The role is accountable for service governance, SLA/KPI adherence, stakeholder management, risk management, executive reporting, resource planning, financial governance and continuous improvement across data engineering, platform operations, BI, DQ, QA, AI and BA functions.

Global Service Delivery Manager

Job Location: Vizag, India

Recommended Experience: 14-18 years

Business / Program Context

The role is part of a Vizag-based delivery capability supporting Commercial Pharma datasets across global markets. The work may include platform operations, data engineering, data quality, reporting, AI enablement, release governance and stakeholder support for enterprise commercial data products. The role is not limited to Japan-specific datasets; Japan market familiarity may be useful but is not a mandatory baseline requirement for most positions.

Job Responsibilities

• Lead the overall Vizag delivery organization for Commercial Pharma datasets.
• Own service governance forums, monthly service reviews, executive dashboards and operational scorecards.
• Manage SLA/KPI performance across incidents, enhancements, releases, data quality, platform reliability and business support.
• Drive RAID management, dependency tracking, vendor coordination, escalation management and mitigation planning.
• Manage capacity, utilization, onboarding, succession planning, skill development and cross-training across the 20-member team.
• Partner with client stakeholders, account leadership, delivery leadership and technology teams to align delivery outcomes with business priorities.
• Ensure compliance with data security, privacy, audit readiness, validation and controlled-release expectations.
• Identify continuous improvement opportunities through automation, process standardization, defect reduction and proactive monitoring.
• Work as part of a Vizag-based delivery team supporting Commercial Pharma datasets and global commercial data stakeholders.
• Collaborate with business, technology, governance, quality and offshore/onshore delivery teams across time zones.
• Follow Agile delivery, SDLC, documentation, release, validation, access-control and data-governance standards.
• Contribute to knowledge management, reusable assets, SOPs, runbooks and operational excellence initiatives.
• Maintain strong communication discipline, including status updates, risk identification, issue escalation and timely stakeholder follow-through.

Required Work Experience

• 14-18 years of relevant experience aligned to the role and seniority level.
• Prior experience in pharmaceutical, life sciences, healthcare analytics, commercial data platforms or enterprise data programs.
• Experience working in a global delivery model with structured governance, documentation, SLAs and stakeholder communication.
• Ability to work from Vizag and collaborate effectively with India, global and client teams.

Technical / Functional Skills

• Global managed services leadership
• Data platform delivery governance
• Databricks and Informatica IDMC awareness
• SLA/KPI management
• Financial governance and resource planning
• Executive communication
• Risk and escalation management
• Life sciences commercial data domain

Commercial Pharma Dataset Exposure

• Pharmaceutical commercial data platforms
• Sales, prescription, claims, CRM and omnichannel datasets
• Customer master, HCP/HCO, product master, territory and alignment datasets
• Commercial KPIs, field force effectiveness, market share and promotional effectiveness
• Data quality, reconciliation, lineage, metadata and controlled release processes

Desirable Skills

• Experience supporting global pharma companies or commercial data programs.
• Exposure to Eisai-like commercial operating models, field reporting, sales operations and analytics use cases.
• Japan market dataset exposure is preferred but not mandatory unless the assignment requires direct Japan business engagement.
• Strong written and verbal communication skills; ability to explain data, risks, defects and business impact clearly.
• Certifications in Databricks, Informatica IDMC, Azure/AWS, Scrum, ITIL, Tableau/Power BI or AI/ML are preferred depending on role.

Success Measures / KPIs

• Stable service performance, executive confidence, SLA compliance, predictable delivery, reduced escalations, strong team productivity and measurable continuous improvement.

Indicative 30 / 60 / 90 Day Expectations

• First 30 days: complete onboarding, understand commercial data landscape, delivery processes, documentation standards and role-specific tools.
• First 60 days: independently contribute to assigned workstreams, support issue resolution, produce required artifacts and participate in governance forums.
• First 90 days: demonstrate measurable ownership, improve delivery quality, identify improvement opportunities and support stable operations or project outcomes.