Service Manager, elluminate Services
Core
Operational backbone for client engagements ensuring the elluminate® platform service runs smoothly and reliably for global clients.
Role type
Senior Service Manager (Clinical Research Technology)
Builds
Steady-state service delivery for clinical research clients using the elluminate® platform
Domain
Life sciences / Clinical research / Health technology
Deliverable
client delivery
Required skills
Service operations management, cross-functional coordination, SLA monitoring, regulatory compliance (ICH/GCP, 21 CFR Part 11), CAPA management, audit readiness, project tracking, workflow optimization
Preferred skills
Clinical data management concepts, EDC systems experience (Medidata Rave, Veeva Vault EDC), shift work flexibility
Technologies
Microsoft 365, SmartSheet, Service Now, Zendesk
Responsibilities
Act as primary operational point of contact for assigned clients; monitor delivery and resolve operational gaps; coordinate activities across Engineering, Tech Services, IT, and Product teams; track action items and deliverables; serve as escalation point for operational issues; participate in account transitions from implementation to steady-state; conduct operational reviews and drive corrective actions; maintain service documentation and support audit readiness; track CAPA commitments to closure; communicate service status and risks to clients; gather client feedback and relay themes internally; identify workflow inefficiencies and implement improvements; maintain records in project management systems.
Seniority
Senior, hands-on IC