Service Delivery Manager

Key Responsibilities:

• Manage end-to-end service delivery for Veeva CRM, ensuring alignment with client expectations and business goals.

• Collaborate with cross-functional teams, including internal technical teams and external vendors, to facilitate smooth ticket execution.

• Develop and maintain strong relationships with clients, acting as the primary point of contact for service-related inquiries.

• Monitor ticket progress, identify risks, and implement mitigation strategies to ensure timely delivery.

• Conduct regular reviews with clients to assess satisfaction and identify opportunities for

improvement.

• Provide leadership and guidance to project teams, ensuring adherence to best practices and Veeva standards.

Qualifications:

• Bachelor’s Degree in a relevant field.

• 5+ years of experience in service delivery, project management, or related roles, preferably in the life sciences or technology sectors.

• Strong understanding of Veeva products and related applications in the life sciences industry.

• Proven ability to manage complex requests and drive results in a fast-paced environment.

• Excellent communication and interpersonal skills, with a focus on building strong client.

• Proven relationships experience in leading technical teams and projects supported with external consultants and be comfortable in working with both business- and technical teams.

• Experienced in service delivery framework and ensuring compliance to SLA and KPIs.

• Strong perseverance, a high degree of initiative and independence with the ability to work with people from various backgrounds/cultures/time zone, coupled with strong partner interface skills.

• Excellent command of English.