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 Gx P 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 Gx P 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.
Gx P Compliance: Ensure all services and changes are delivered in accordance with Gx P, 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 Gx P.
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