Role Overview: The Managed Service Lead is responsible for overseeing the delivery, performance, and continuous improvement of technology managed services supporting laboratory systems and MES platforms within a regulated pharmaceutical environment.
This role ensures compliance with GxP requirements, drives operational excellence, and acts as the primary point of contact between the service provider, internal stakeholders, and external vendors.
Required Skills & Experience: Strong experience in technology/software service management (ITSM) within the pharmaceutical or life sciences sector.
Background in life sciences software project management desirable Familiarity with GxP regulations and their application to Life Sciences manufacturing, Labs and MES environments.
Experience of performance management of direct reports in site-based teams essential Proven track record managing complex, multi-vendor service landscapes.
Excellent communication, stakeholder management, and problem-solving skills.
Technical background in Software Development, Process Automation or Engineering, Computer Systems Validation desirable Familiarity with laboratory informatics (e.g., LIMS, ELN) and MES platforms.
Strong customer-focussed communication skills ITIL certification or equivalent is a plus.
Key Responsibilities: Service Delivery Management: Oversee day-to-day operations of managed services for Labs and MES, ensuring adherence to SLAs, KPIs, and regulatory standards.
GxP Compliance: Ensure all services and changes are delivered in accordance with GxP, data integrity, and audit requirements.
Maintain documentation and support regulatory inspections.
Stakeholder Engagement: Act as the main liaison between business users, IT, quality, and third-party vendors.
Manage escalations and ensure effective communication.
Incident & Problem Management: Lead the resolution of incidents, problems, and service requests.
Drive root cause analysis and implement corrective/preventive actions.
Continuous Improvement: Identify opportunities to optimize service delivery, enhance system reliability, and reduce operational risk.
Change & Release Management: Oversee changes to Lab and MES systems, ensuring proper validation, testing, and documentation in line with GxP.
Team Leadership: Lead and mentor a team of software service delivery professionals and technical specialists Skills: csv automation mes it ot people management team lead