Services Manager – Life Sciences

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of service delivery quality and client experience within the Life Sciences Pod.

• Act swiftly to manage client recovery when service delivery does not meet expectations and ensure recovery plans are executed effectively.

• Collaborate with the Pod-CIO and CSM to synchronize operational execution with account strategy.

• Provide guidance on technical delivery decisions and identify compliance-related risks.

• Oversee and enforce adherence to SLA compliance, ticket quality, and billing precision.

• Address and resolve the root causes of ticketing and incident trends.

• Enhance technician utilization, aiming for 75%, and oversee capacity planning.

• Conduct monthly and quarterly client service reviews.

• Coordinate cross-functional teams during significant client escalations.

• Manage client communications during major incidents, planned maintenance, and other significant events.

• Assist with onboarding new clients and facilitate the transition of services from projects to operational support.

• Work in conjunction with Service Desk, Infrastructure, Cloud, and Security teams.

• Develop, enforce, and refine SOPs, escalation frameworks, ticket documentation standards, and closure checklists for PSA.

• Ensure accurate maintenance of client service documentation, contact information, service guides, escalation paths, and technical environments.

• Lead internal initiatives focused on service improvement.

• Mentor and coach technical staff on customer service and operational excellence.

• Directly oversee technical support personnel assigned to the Life Sciences Pod.

⛳️ Requirements

• A minimum of 5 years of experience in IT service delivery, service management, or account management within an MSP environment.

• Strong preference for candidates with direct experience working with healthcare or life sciences clients.

• At least 2 years of proven experience in direct people management.

• Practical experience with PSA/RMM tools, such as ConnectWise or N-able.

• Experience in developing workflow automation, configuring SLAs, setting board hygiene rules, and generating reports.

• Familiarity with HIPAA, HITECH, GxP (GMP/GLP/GCP), and FDA 21 CFR Part 11 regulations.

• A well-defined, structured personal system for identifying issues before they impact clients.

• Capability to interpret technical information and communicate it effectively to non-technical stakeholders.

• Ability to maintain composure and focus in high-pressure situations.

• Exceptional written and verbal communication as well as interpersonal skills.

• Solid understanding of MSP metrics and key performance indicators (KPIs).

• Bachelor's degree in Information Technology, Business Management, or a related field, or equivalent professional experience.

• Strong comprehension of the ITIL framework and service management principles.

• ITIL 5 Foundations certification or a commitment to obtain it within 6 months.

• Willingness to travel occasionally for client escalations and onboarding processes.

🏝️ Benefits

• Competitive salary aligned with experience.

• Comprehensive benefits package that includes health, dental, and vision insurance.

• 401(k) retirement plan with company matching contributions.

• Unlimited paid time off and holidays.

• Opportunities for professional development.