Associate Director - Service Delivery - Healthcare Domain

Location: Mumbai

RESPONSIBILITIES -

- Service Delivery role - Candidate should have END to END Experience in managing proposal to Delivery

- Ensure offshore captive delivery leverages best practices to drive delivery for IT Portfolio across multiple new projects and maintenance work.

- Act as conduit between onshore PM, Dev and Support teams, defining process & managing transition of products from development to support

- Relationship management between internal/external service providers

- Ensure alignment/standardization of processes across Business units.

- Metrics generation/reporting to support service performance management and Continuous Service Improvement Plans

- Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

- Drive internal and third party service review meetings covering performance, service improvements, quality and processes

- Manage staff in accordance with organization's policies and applicable legislation. Responsibilities include planning, assigning, and directing work; appraising performance and guiding professional development; rewarding and disciplining employees; addressing employee relations issues and resolving problems. Approve actions on human resources matters, including salary administration

- Responsible for performance of direct reports.

- Develop and implement programs to ensure that all information systems, products and services meet IT Service standards and end-user requirements

- Participate in the selection and on-boarding process for new IT staff by conducting candidate review and participating in the interview process. Ensure staff have the appropriate materials, systems access and training to complete job responsibilities

- Manage budget planning, resource scheduling and all deliverables produced by the team

- In collaboration with IT management team, review IT strategy and ensure staff resources are in place to achieve vision

- Ensure that all team members follow industry standard - best practices- and SOPs are written and followed

- Perform other duties as required

- Will report to Country Leader with a dotted line to CIO

Qualifications

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

- Excellent written and verbal communications with clear ability to create - followership- with a large group of technical resources.

- Excellent relationship building and interaction with senior IT leadership of IT to help increase global leverage.

- Hands-on development experience with ASP.Net & BIZTalk (specifically C#) stack

- Hands-on experience with modern DevOps frameworks

- Highly organized and a good multitasker

- Direct experience in Configuration Management running in an enterprise level operation

- Experience with IT service management systems (ServiceNow preferred)

- Working knowledge if on-premise and cloud-based infrastructure environments.

- Working knowledge of security frameworks to protect healthcare data and ensure Part 11 compliance.

- Demonstrate clear ability to learn new technologies and keep abreast of new trends.

Qualifications

MINIMUM REQUIRED EDUCATION AND EXPERIENCE

- BE/B.Tech in Computer Science or related field; with 7 years IT experience including project management or systems analysis with team lead or supervisory experience or equivalent combination of education, training and experience

- Total work experience of 9-16 years, should have managed a team size of 40+

If you want to make an impact in the global research market, where we are working to make a real difference in patient health, we ask you to apply now and join our team.