Service Manager - Global Data

The Service Manager will oversee the day-to-day operations of service delivery, ensuring high levels of client satisfaction and efficient team performance. This role involves managing service quality, developing customer relationships, and driving continuous improvement within the service management team. The Service Manager will work collaboratively with cross-functional teams to deliver solutions that meet customer needs and align with company objectives. The candidate will be working from 2 pm IST – 11 pm IST Key Responsibilities: Service Delivery Management Oversee the daily operations of service teams to ensure timely and effective delivery. Implement and maintain best practices in service delivery, including adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). Monitor service quality and implement corrective actions to address issues. Customer Relationship Management Serve as the primary point of contact for escalated client issues, ensuring a high level of customer satisfaction. Conduct regular client meetings to review service performance, gather feedback, and discuss potential improvements. Build and maintain strong relationships with key client stakeholders to drive customer loyalty. Performance Monitoring and Reporting Develop and track key performance indicators (KPIs) for service delivery, regularly reporting on team performance and client satisfaction. Prepare and present service performance reports for management and clients, detailing metrics such as response times, issue resolution, and customer feedback. Utilize metrics to identify areas for improvement and drive continuous service enhancement. Team Leadership and Development Manage, mentor, and motivate a team of service professionals, ensuring consistent, high-quality service. Foster a culture of accountability, collaboration, and continuous improvement within the team. Continuous Improvement and Innovation Identify and implement process improvements to enhance service efficiency and quality. Stay updated with industry best practices and emerging trends in service management. Collaborate with other departments (e.g., IT, Product, Sales) to drive cross-functional projects that improve service offerings. Risk and Compliance Management Ensure compliance with company policies, industry regulations, and standards. Assess potential risks to service delivery and develop strategies to mitigate them. Implement and monitor security protocols to protect client data and sensitive information.

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our 39,000 employees work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We're looking for people who are determined to make life better for people around the globe.