Service Manager, elluminate Services

OVERVIEW

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. Based in our Bangalore office, you will own day-to-day service operations for an assigned portfolio of global clients, coordinating people, processes, and systems across time zones to keep delivery on track and clients confident in eClinical’s partnership.

Accelerate your skills and career within a fast-growing company while impacting the future of healthcare.

KEY TASKS & RESPONSIBILITIES

• Act as the primary operational point of contact for assigned clients, ensuring all service activities are running smoothly and issues are addressed promptly

• Monitor delivery of elluminate® platform services across assigned accounts, proactively identifying and resolving operational gaps before they affect the client

• Coordinate day-to-day activities across internal teams — including Engineering ( Tier 3 R&D), Tech Services (Tier 2), IT (Infrastructure), Product Development, Implementation Team, Customer Success and Product Support — to ensure seamless, timely service execution

• 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

• Participate in the transition of accounts from the Implementation team to steady-state service delivery, ensuring continuity of knowledge, documentation, and client experience throughout the handover process

• Ensure all service activities adhere to agreed-upon SLAs, quality standards, and regulatory requirements including ICH/GCP guidelines and 21 CFR Part 11

• Conduct regular operational reviews of active engagements, reviewing delivery metrics, identifying trends, and driving corrective actions where needed

• Maintain thorough and accurate service documentation, including status reports, issue logs, meeting notes, and delivery records

• Support audit readiness by ensuring client-facing deliverables and internal processes meet required compliance and quality benchmarks

• Actively participate in internal and client-facing audit activities, including the preparation, review, and management of Notes to File (NTF) and Corrective and Preventive Action (CAPA) documentation

• Track CAPA commitments through to closure, coordinating with relevant internal teams to ensure actions are completed on time and evidence is properly documented

• Participate in regular client operational meetings, providing clear and accurate updates on service status, open items, and upcoming milestones

• Communicate service changes, delays, or risks to clients in a timely and professional manner, always paired with a resolution path

• Gather and document client operational feedback; relay themes internally to help improve processes and service delivery

• Ensure the client experience is consistent and well-coordinated across all touchpoints, from through steady-state service delivery

• Identify inefficiencies in service workflows and work collaboratively with internal teams to implement practical improvements

• Contribute to the development and maintenance of standard operating procedures, runbooks, and service delivery templates

• Maintain up-to-date records in project management and service management systems to ensure full visibility into account status across the organization

CANDIDATE’S PROFILE

Education & Experience

• Bachelor’s degree required; field in life sciences, health sciences, information systems, or a related discipline preferred

• 5+ years of experience in a service/project management, service/project delivery, or operations role within the life sciences, clinical research, or health technology sector preferred.

• Excellent written and verbal English communication skills; ability to work confidently with global stakeholders across the US, Europe, and Asia Pacific

• Comfortable working in shifts or flexible hours to overlap with US and European client time zones as required

• Detail-oriented and process-driven; comfortable working within defined frameworks while identifying opportunities to improve them

Technical Skills & Experience

• Hands-on experience managing the operational delivery of technology-enabled services in a regulated clinical environment

• Solid understanding of clinical data management concepts, clinical trial operations, ICH/GCP guidelines, and 21 CFR Part 11 requirements

• Experience working with or supporting EDC systems (e.g., Medidata Rave, Veeva Vault EDC) or clinical data platforms strongly preferred

• Strong organizational skills with a proven ability to track multiple concurrent workstreams, deliverables, and open items without dropping the ball

• Proficient with Microsoft 365 applications (Teams, Outlook, Excel, Word, SharePoint) and familiarity with project (SmartSheet) or service management tools (Service Now, Zendesk)

• A dependable team player who takes ownership of outcomes and thrives in a fast-paced, client-focused environment