Service Manager, elluminate Services at eClinical Solutions, LLC

<p><strong>OVERVIEW</strong><strong>&nbsp;</strong></p> <p>As a Service Manager at eClinical Solutions, you will be the operational backbone of client engagements ensuring every aspect of the elluminate® platform service runs smoothly, reliably, and to the highest standard. Based in our Bangalore office, you will own day-to-day service operations for an assigned portfolio of global clients, coordinating people, processes, and systems across time zones to keep delivery on track and clients confident in eClinical’s partnership.</p> <p>Accelerate your skills and career within a fast-growing company while impacting the future of healthcare.<strong>&nbsp;</strong></p> <p><strong>KEY TASKS &amp; RESPONSIBILITIES</strong><strong>&nbsp;</strong></p> <ul> <li>Act as the primary operational point of contact for assigned clients, ensuring all service activities are running smoothly and issues are addressed promptly</li> <li>Monitor ongoing delivery of elluminate® platform services across assigned accounts, proactively identifying and resolving operational gaps before they affect the client</li> <li>Coordinate day-to-day activities across internal teams — including Engineering ( Tier 3 R&amp;D), Tech Services (Tier 2), IT (Infrastructure), Product Development, Implementation Team, Customer Success and Product Support — to ensure seamless, timely service execution</li> <li>Track open action items, outstanding deliverables, and client requests across all active engagements; follow through until each item is fully resolved</li> <li>Serve as the escalation point for operational issues, triaging problems quickly and mobilizing the right internal resources for resolution</li> <li>Collaborate effectively with globally distributed teams across US, India, and other regions, accommodating cross-time-zone coordination as needed</li> <li>Participate in the transition of accounts from the Implementation team to steady-state service delivery, ensuring continuity of knowledge, documentation, and client experience throughout the handover process</li> <li>Ensure all service activities adhere to agreed-upon SLAs, quality standards, and regulatory requirements including ICH/GCP guidelines and 21 CFR Part 11</li> <li>Conduct regular operational reviews of active engagements, reviewing delivery metrics, identifying trends, and driving corrective actions where needed</li> <li>Maintain thorough and accurate service documentation, including status reports, issue logs, meeting notes, and delivery records</li> <li>Support audit readiness by ensuring client-facing deliverables and internal processes meet required compliance and quality benchmarks</li> <li>Actively participate in internal and client-facing audit activities, including the preparation, review, and management of Notes to File (NTF) and Corrective and Preventive Action (CAPA) documentation</li> <li>Track CAPA commitments through to closure, coordinating with relevant internal teams to ensure actions are completed on time and evidence is properly documented</li> <li>Participate in regular client operational meetings, providing clear and accurate updates on service status, open items, and upcoming milestones</li> </ul> <ul> <li>Communicate service changes, delays, or risks to clients in a timely and professional manner, always paired with a resolution path</li> <li>Gather and document client operational feedback; relay themes internally to help improve processes and service delivery</li> <li>Ensure the client experience is consistent and well-coordinated across all touchpoints, from onboarding through steady-state service delivery</li> <li>Identify inefficiencies in service workflows and work collaboratively with internal teams to implement practical improvements</li> <li>Contribute to the development and maintenance of standard operating procedures, runbooks, and service delivery templates</li> <li>Maintain up-to-date records in project management and service management systems to ensure full visibility into account status across the organization<strong>&nbsp;</strong></li> </ul> <p><strong>CANDIDATE’S PROFILE</strong></p> <p><strong>Education &amp; Experience</strong><strong>&nbsp;</strong></p> <ul> <li>Bachelor’s degree required; field in life sciences, health sciences, information systems, or a related discipline preferred</li> <li>5+ years of experience in a service/project management, service/project delivery, or operations role within the life sciences, clinical research, or health technology sector preferred.</li> <li>Excellent written and verbal English communication skills; ability to work confidently with global stakeholders across the US, Europe, and Asia Pacific</li> <li>Comfortable working in shifts or flexible hours to overlap with US and European client time zones as required</li> <li>Detail-oriented and process-driven; comfortable working within defined frameworks while identifying opportunities to improve them</li> </ul> <p><strong>Technical Skills &amp; Experience</strong><strong>&nbsp;</strong></p> <ul> <li>Hands-on experience managing the operational delivery of technology-enabled services in a regulated clinical environment</li> <li>Solid understanding of clinical data management concepts, clinical trial operations, ICH/GCP guidelines, and 21 CFR Part 11 requirements</li> <li>Experience working with or supporting EDC systems (e.g., Medidata Rave, Veeva Vault EDC) or clinical data platforms strongly preferred</li> <li>Strong organizational skills with a proven ability to track multiple concurrent workstreams, deliverables, and open items without dropping the ball</li> <li>Proficient with Microsoft 365 applications (Teams, Outlook, Excel, Word, SharePoint) and familiarity with project (SmartSheet) or service management tools (Service Now, Zendesk)</li> <li>A dependable team player who takes ownership of outcomes and thrives in a fast-paced, client-focused environment</li> </ul>