Merck KGaA

Senior Analyst- Technical Lead

Posted On

May 23, 2025

Location

Bangalore, Karnataka

Experience Level

D - Professional (4-9 years)

Job Type

Full-time

Apply By

June 10, 2025

Job Description

We are seeking a highly skilled and motivated Senior Analyst - Service Delivery Manager to oversee the services of our research applications and all associated service delivery activities in the Healthcare sector. In this role, you will foster a deep level of communication with the business teams to ensure effective solutions and high customer satisfaction. Have Outstanding verbal and written communication skills, along with the ability to understand service requests and incidents in healthcare, are key success factors. Manage end-to-end service delivery for resource applications, ensuring alignment with client expectations and business goals.Collaborate with cross-functional teams, including internal technical teams and external vendors, to facilitate smooth ticket execution.Develop and maintain strong relationships with clients, acting as the primary point of contact for service-related inquiries. Monitor ticket progress, identify risks, and implement mitigation strategies to ensure timely delivery, while also being willing to work on tickets for complex applications.Conduct regular reviews with clients to assess satisfaction and identify opportunities for improvement. Provide leadership and guidance to project teams, ensuring adherence to best practices and GxP and Non-GxP standards.Serve as a technical expert and technical lead for projects, providing insights and direction on technical matters. Display a sense of urgency in completion of key responsibilities.Who you are:Bachelor’s or master’s degree in a relevant field. 5+ years of experience in Service delivery, project management, or related roles, preferably in the Health care, Life science or technology sectors.Strong understanding of GxP regulations and compliance in the healthcare or life science industry. Proven ability to manage complex requests and drive results in a fast-paced environment.Experience in Change and Release Management, along with incident and problem management. Proven experience in leading technical teams and projects supported with external consultants and be comfortable in working with both business- and technical teams.Experienced in service delivery framework and ensuring compliance to SLA and KPIs.

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