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Head - Service Delivery Global Operations - Medical Devices / Pharma & Consumer Health

Head - Service Delivery Global Operations - Medical Devices / Pharma & Consumer Health

VUEVERSE CONSULTING SERVICESRemote, India
2 days ago
Job type
  • Remote
Job description

Description : Role Overview.

The Head of Service Delivery is responsible for the end-to-end performance, governance, and delivery of all client projects and services across global markets.

This includes multiple product categories such as medical devices, pharmaceuticals, and consumer goods, covering service lines like Legal Representation (LR / MAH / US Agent services), Regulatory Operations, Import-Export & Warehousing, and Distribution-as-a-Service (DaaS).

The role ensures every service commitment is delivered on time, within budget, compliant with regulations, and aligned with client satisfaction and business growth objectives.

Key Leadership & Governance :

  • Own and oversee delivery of all client projects under the Service vertical.
  • Ensure adherence to SLAs, regulatory compliance, and contractual obligations.
  • Establish and maintain a robust Service Delivery Governance Framework including SOPs, checklists, escalation matrices, and review dashboards.
  • Manage cross-functional delivery teams across LR, Regulatory, Logistics, and Warehousing.
  • Act as the primary escalation point for clients and internal stakeholders.
  • Monitor delivery profitability, efficiency, and resource utilization across engagements.

Client Success & Retention :

  • Lead client onboarding post-sales and ensure smooth transition from pre-sales to delivery.
  • Conduct regular governance meetings, performance reviews, and client satisfaction assessments.
  • Identify opportunities for renewals, upselling, and cross-selling within existing accounts.
  • Serve as the voice of the client, ensuring proactive issue resolution and long-term retention.

    • Team Management & Collaboration :

  • Lead and mentor a multi-disciplinary delivery team (Regulatory, LR, Import-Export, Warehousing, Service Support).
  • Define quarterly objectives, KPIs, and performance metrics for all team members.
  • Collaborate with Solutioning and Pre-Sales teams during bid evaluation and proposal design.
  • Partner with Finance to maintain cost controls, billing accuracy, and delivery margin targets.
  • Coordinate with Technology and Data teams for CRM dashboards and project tracking automation.

    • Performance & Process Improvement :

  • Define, track, and optimize delivery KPIs turnaround time, accuracy, compliance, and satisfaction.
  • Drive continuous improvement through automation, process audits, and CAPA initiatives.
  • Lead internal audits and operational readiness assessments.
  • Build and maintain knowledge management assets (SOPs, FAQs, case studies, best practices).

    • Qualifications & Experience :

  • Bachelors or Masters degree in Life Sciences, Supply Chain, Operations, or Business Management.
  • 15+ years of experience in Service Delivery, Operations, or Client Success roles, preferably in Medical Devices / Pharmaceuticals / Healthcare Services.
  • Proven leadership in managing cross-functional global delivery teams.
  • Strong understanding of regulatory frameworks, import-export compliance, and distribution operations.
  • Excellent stakeholder management, communication, and governance skills.
  • Proficiency with CRM tools, dashboards, and data automation platforms.

    • (ref : iimjobs.com)

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    Delivery Head • Remote, India