Service Delivery Manager (DFS)

Job Summary

The Product Owner for Global End User Experience is responsible for defining, driving, and executing the strategic vision for IT end-user support services delivered by the vendor to a multinational pharmaceutical enterprise. Operating at the intersection of human-centered service design, agile product management, and enterprise IT service delivery, this role transforms how tens of thousands of global pharma workers (commercial, R&D, clinical, manufacturing) receive and experience technical support across Service Desk and On-Site channels.

Key Responsibilities

Product Vision & Strategic Roadmap:

• Define and champion the multi-year experience roadmap for End User Services, harmonizing Global Service Desk (tier-1 remote/omnichannel) and local On-Site/Deskside support models.
• Align the user experience strategy with the pharmaceutical client’s digital workplace goals, regulatory guardrails (GxP/validated systems), and productivity targets.
• Establish Experience Level Agreements (XLAs) alongside traditional Service Level Agreements (SLAs).
• Backlog Management & Prioritization:
• Build, groom, and ruthlessly prioritize the team product backlog based on business value, user sentiment, and operational friction points.
• Translate broad business and operational needs into granular epics, user stories, journey maps, and measurable acceptance criteria.
• Balance feature innovation (e.g., self-healing automations, AI virtual agents, smart walk-up kiosks) with continuous service hygiene and technical debt reduction.
• Cross-Functional Agile Execution:
• Serve as the core Product Owner within a globally distributed delivery squad, steering sprint planning, daily standups, backlog refinement, sprint reviews, and retrospectives.
• Anchor agile ways of working within cross-functional teams spanning IT service engineers, workflow developers, knowledge managers, and operational leads.
• Stakeholder Alignment & Communication:
• Act as the strategic liaison between vendor delivery leadership, client IT directors, site heads, and end-user community champions.
• Present experience roadmaps, trade-offs, release outcomes, and sentiment metrics with clarity and executive poise.
• Maintain transparency across multi-tier vendor and client governance

Skill Requirements

Structured and Analytical:

• Translates raw operational telemetry (ticket volumes, bounce rates, sentiment surveys, repeat contacts) into structured insights and prioritized user journey improvements.
• Applies structured problem-solving to isolate systemic friction across dispersed geographical hubs.
• Clear and Confident Communicator:
• Articulates complex technical dependencies and service constraints in plain, compelling business language.
• Commands respect and builds trust across diverse audiences, from executive pharma leaders to frontline support agents.
• Collaborative and Team-Oriented:
• Unifies disparate functional groups-remote service desk analysts, local field technicians, software engineers, and process owners-around shared customer journeys.
• Values collective success over individual ownership, promoting cross-site knowledge sharing.
• Motivating and Inclusive:
• Inspires high engagement across multicultural, globally distributed squads spanning multiple time zones.
• Fosters psychological safety, actively encouraging input from all team tiers and championing inclusive design principles.
• Empathetic and People-Focused:
• Demonstrates deep empathy for end users facing IT roadblocks in time-critical, high-stress pharma environments (e.g., lab scientists, clinical researchers, supply-chain staff).
• Exhibits equal care for the well-being and tooling efficiency of frontline IT support specialists to reduce cognitive load and burnout.
• Strong Ability to Create Clarity in Complex Situations:
• Decouples convoluted enterprise constraints, legacy toolsets, and pharma compliance mandates into simple, actionable steps for the delivery team.
• Navigates ambiguity decisively during major incidents, vendor transitions, or operating model shifts.
• Adaptable and Curious:
• Stays ahead of workplace technology trends, including conversational AI, predictive support, and omnichannel self-service.
• Iterates quickly based on continuous user feedback and shifting enterprise priorities.

Other Requirements

Experience:

• 5+ years of experience in product ownership, service design, or end-user computing (EUC) leadership within large-scale IT managed services.
• Demonstrated track record managing or partnering with Global Service Desk (GSD) and On-Site Support (OSS) in multi-vendor enterprise environments.
• Experience supporting a global pharmaceutical, life sciences, or heavily regulated industry (knowledge of GxP, validated environments, audit readiness, and data integrity).
• Technical & Process Competencies:
• Strong working knowledge of enterprise ITSM platforms (ServiceNow, Jira Service Management) and modern workplace tech (Microsoft 365, Omnichannel telephony, Virtual Agents).
• Certified Scrum Product Owner (CSPO), Professional Scrum Product Owner (PSPO), SAFe POPM, or equivalent agile credential.
• Working understanding of ITIL v4 and Experience Management frameworks (e.g., HappySignals, Nexthink, or similar XLA tooling). ________________________________________
• End-User & Supporter Satisfaction:
• Substantial lift in end-user CSAT, eNPS, and XLA sentiment scores across all key global sites.
• Measurable increase in frontline IT supporter satisfaction and retention by reducing manual toil and fragmented workflows.
• Operational Excellence & Friction Reduction:
• Significant reduction in end-to-end IT process handle times and overall Mean Time to Resolve (MTTR).
• Noticeable improvement in First Time Resolution (FTR/FCR) rates via shift-left strategies, enhanced knowledge assets, and proactive incident remediation.
• Sustained drop in escalation volume between tier-1 GSD, field services, and tier-3 application/infrastructure support teams