Service Manager

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Job Description

The Future Begins Here

At Takeda, we are leading digital evolution and global transformation. By building innovative solutions and future-ready capabilities, we are meeting the need of patients, our people, and the planet.

Bengaluru, the city, which is India’s epicentre of Innovation, has been selected to be home to Takeda’s recently launched Innovation Capability Center. We invite you to join our digital transformation journey. In this role, you will have the opportunity to boost your skills and become the heart of an innovative engine that is contributing to global impact and improvement.  

At Takeda’s ICC we Unite in Diversity

Takeda is committed to creating an inclusive and collaborative workplace, where individuals are recognized for their backgrounds and abilities they bring to our company. We are continuously improving our collaborators journey in Takeda, and we welcome applications from all qualified candidates. Here, you will feel welcomed, respected, and valued as an important contributor to our diverse team.

About the role
The Service Manager leads one or more services within the GDD&T portfolio of services. This role is responsible for managing customer relationships, defining the service strategy, and leading service development and delivery teams. The Service Manager is accountable for customers’ satisfaction with the services being delivered.

Key Responsibilities

Customer Relationships

• Understand customer’s goals, their Data, Digital, and Technology (DD&T) strategies, and customer satisfaction with the servcies provided
• Maintain customer relationships; Understand, anticipate, and influence customers  demand for required services
• Track, manage, and communicate service delivery performance.

Service Strategy and Planning

• Understand enterprise DD&T strategy, the available GDD&T platforms and services, and the roadmaps for these platforms and services.
• Define service vision and strategy that reflects customer and business needs, balancing long-term, overall solution direction, and short-term service availability and capability.
• Guide services teams through analysis and prioritization of improvements, or development, of services to ensure customer needs are met and customers are satisfied with services provided (e.g., Investment Portfolios, Service Roadmaps).
• Lead generation, capture, and screening of service provided innovation ideas.

Service Delivery

• Ensure customer satisfaction with services delivered; collaborate with Demand Managers and other Service Teamson identifying and executing improvement actions (e.g.,customer satisfaction,time to deliver, demand identification, and prioritization).
• Supervise scoping, planning, and management of service delivery to customers; flex and manage capacity across delivery teams successfully scaling to meet customer demand.
• Partner with Demand Managers and other Service Teams to understand prioritized demand andto coordinate the delivery of services.
• Manage contracts and capacity commitments with external vendors.
• Ensure service delivery teams use approved GDD&T tools and methods when delivering services to customers.
• Identify and execute improvement actions for service delivery, including championing exploration and incubation of advanced technologies.
• Demonstrate ability to attract talent from inside and outside of the company.

EDUCATION, COMPETENCIES AND SKILLS:

• Bachelor's degree.
• 10+ years of relevant experience
• Customer Relationship Management
• Developing & Implementing Technology Strategies
• Service Management
• Project Management qualification
• Managing and Motivating Teams
• Using Agile and DevSecOps Practices
• Experience with AWS Cloud Basics
• Experience in delivering solutions for GxP/SOX-compliant systems.
• Proficiency in the English language.
• Excellent oral and written communications skills, with problem-solving and analytical skills.
• Experience in presenting at conferences and business meetings.
• Experience working in an international, multi-country, multi-cultural environment

What Takeda Can Offer You

• Takeda is certified as a Top Employer, not only in India, but also globally. No investment we make pays greater dividends than taking good care of our people.
• At Takeda, you take the lead on building and shaping your own career.
• Joining the ICC in Bangalore will give you access to high-end technology, continuous training and a diverse and inclusive network of colleagues who will support your career growth.

Benefits:

It is our priority to provide competitive compensation and a benefit package that bridges your personal life with your professional career. Amongst our benefits are:

• Competitive Salary + Performance Annual Bonus
• Flexible work environment, including hybrid working
• Comprehensive Healthcare Insurance Plans for self, spouse, and children
• Group Term Life Insurance and Group Accident Insurance programs
• Employee Assistance Program
• Broad Variety of learning platforms 
• Diversity, Equity, and Inclusion Programs
• Reimbursements – Home Internet & Mobile Phone
• Employee Referral Program
• Leaves – Paternity Leave (4 Weeks) , Maternity Leave (up to 26 weeks), Bereavement Leave (5 calendar days)

About ICC in Takeda

• Takeda is leading a digital revolution. We’re not just transforming our company; we’re improving the lives of millions of patients who rely on our medicines every day.
• As an organization, we are committed to our cloud-driven business transformation and believe the ICCs are the catalysts of change for our global organization.

#Li-Hybrid

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