Job Description

Director- Professional Services- IT

Location-Noida

Experience- 15 to 20 years

Must have-

Experience in Pharma Co-Vigilance.(Minimum 5 Years)

Total IT Experience

Experience in a leadership role

Experience in Jira

Experience in project management

Experience in ITIL

General Purpose:

Primary responsibility of this person would be to plan and direct the day-to-day operations of support and managed services for multiple clients. This individual will also be responsible for implementing strategic plans, supervising, and training staff within the department.

Essential Duties & Responsibilities-

- Accountable for supporting day-to-day operations of Support and Managed Services group within the Professional Services Organization. Specific duties include, but are not limited to the following:

- Responsible for leading, hiring, evaluating, retaining, and training staff in the operations of the IT Service Desk/Managed Services group. Should be able to direct a customer-focused team.

- Work closely with the product development, DevOps, and other IT teams (including QA) to contribute to and develop procedures, standards, operational controls, processes and communication paths for the monitoring and support of Managed Services Operations.

- Provide weekly metrics to management internally and externally.

- Measures user satisfaction with existing services with a goal to improve where necessary.

- Identifies and implements best practices for improving overall managed services operations and ensuring that the service level agreements are met.

- Understands and follows industry best practices and methodologies such as ITIL.

- Solid knowledge of Managed Services operational and performance metrics (KPI\'s)

- Ability to collaborate with IT Managers (internal and external) and also C-level executives.

- Hands on experience in leading multiple teams in the delivery of 24X7 managed services engagements that meet or exceed customer expectations.

- Time flexibility to work early mornings and late nights as required.

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