Job Title
The Managed Service Lead oversees delivery, performance, and continuous improvement of technology managed services supporting laboratory systems and MES platforms within a regulated pharmaceutical environment.
The role ensures compliance with GxP requirements, drives operational excellence, and serves as the primary point of contact between the service provider, internal stakeholders, and external vendors.
* 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.
Required Skills & Experience
* 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
Benefits include csv automation mes it ot people management team lead as key skills, with a focus on innovation, collaboration, and results-driven approach.