Senior Service Delivery Manager- Pharma Industry
About The Position
Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world. 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. Establish, implement, and govern operational processes and procedures to consistently meet contractual commitments and performance standards.
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 pharmaceutical tools and platforms, including drug prescription (Rx) data, patient-level data (PLD), and claims datasets (e.g., IQVIA, Symphony, Komodo).
- Strong business understanding of pharmaceutical commercial operations, including prescription trends, patient journeys, market access, pricing, and utilization.
- Experience working with specialty and commercial pharmaceutical data, including utilization, pricing, and distribution datasets.
- Familiarity with AWS or Azure cloud operations, including cloud-ready data technologies and architectures.
- Prior experience in commercial data warehousing, business intelligence, or insights environments.
Responsibilities
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
