Service Manager, elluminate Services

About the role

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.

What you'll do

• Act as the primary operational point of contact for assigned clients, ensuring all service activities are running smoothly and issues are addressed promptly
• Track open action items, outstanding deliverables, and client requests across all active engagements; follow through until each item is fully resolved
• Serve as the escalation point for operational issues, triaging problems quickly and mobilizing the right internal resources for resolution
• Collaborate effectively with globally distributed teams across US, India, and other regions, accommodating cross-time-zone coordination as needed
• Ensure all service activities adhere to agreed-upon SLAs, quality standards, and regulatory requirements including ICH/GCP guidelines and 21 CFR Part 11

What you need

• 5–9 yrs of experience
• Zendesk
• Clinical research
• Clinical data management
• Office 365
• ServiceNow
• Customer success
• Any graduate

Good to have

• SOP writing