Senior Service Delivery Manager- Pharma

Capgemini • Atlanta, GA

4d

About The Position

The Service Delivery Manager is responsible for managing the daily operations and consulting with the client on new opportunities to expand business processing and leverage data. We are seeking a results-driven professional with the maturity and communication skills to manage commercial data warehousing and business insights reporting.

Requirements

• Proven experience managing an operations organization with measurable KPIs.
• Demonstrated success leading and developing global, cross-functional teams.
• Strong experience managing client relationships and negotiating positive outcomes.
• Bachelor’s degree required, master’s degree preferred.
• 5–10 years of experience in the pharmaceutical consulting or services industry.
• Hands-on experience with data analysis, reporting, and analytics.
• Experience working with commercial or specialty pharmaceutical data, including utilization, pricing, or specialty distribution datasets.
• Familiarity with AWS or Azure cloud operations, including cloud‑ready data technologies and architectures.
• Prior experience in commercial data warehousing or business insights environments.

Responsibilities

• Establish, implement, and govern operational processes and procedures to consistently meet contractual commitments and performance standards.
• Ensure adherence to operational schedules, timelines, and delivery SLAs.
• Manage budgets effectively and make necessary adjustments to achieve or exceed contribution margin targets.
• Serve as the primary point of contact for clients on operational performance, issue escalation, and new project requests.
• Manage client expectations, communicate status updates, and ensure timely resolution of issues.
• Develop and execute a comprehensive Communication Plan, including status reporting, internal updates, and client review sessions.
• Lead and manage a global team responsible for data analysis, data aggregation, reporting, and operational support.
• Oversee day‑to‑day business and technical components of client projects to ensure quality deliverables and successful outcomes.
• Monitor team performance and ensure alignment with company initiatives, methodologies, and best practices.
• Identify opportunities to enhance operational efficiency, expand services, and drive additional value for clients.
• Partner with internal stakeholders to innovate and implement process improvements.
• Guide the adoption of modern data technologies and cloud‑ready solutions.

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees