Services Manager - Life Sciences

Key Responsibilities

• Own service delivery quality and client experience within the Life Sciences Pod
• Partner with the Pod-CIO (executive relationship owner) and CSM (day-to-day relationship owner) ensuring operational execution supports the account strategy without duplicating or stepping on that relationship
• Maintain working knowledge of the life sciences regulatory landscape (HIPAA, GxP, FDA 21 CFR Part 11 validated systems) sufficient to guide technical delivery decisions and flag compliance-relevant risk to the Pod-CIO
• Monitor and enforce SLA compliance, ticket quality, and billing accuracy across the pod's client portfolio, and drive remediation of root causes behind ticketing and incident trends
• Drive operational efficiency of the service delivery for the Life Sciences Pod including technician utilization (target of 75%) and capacity planning
• Lead regular client service reviews (monthly/quarterly) to discuss performance metrics, incident trends, improvement opportunities, and upcoming initiatives
• Manage escalations: Act as the point of contact for critical client issues, coordinating cross-functional teams to resolve incidents quickly and satisfactorily
• Manage client communications during major incidents, planned maintenance, and other impactful events
• Support onboarding of new clients by coordinating service handover from projects to operational support
• Work with internal technical teams (Service Desk, Infrastructure, Cloud, Security) to ensure service delivery meets or exceeds client expectations
• Build, enforce, and continuously improve SOPs, escalation frameworks, ticket documentation standards, and closure checklists inside the PSA
• Maintain accurate client service documentation, including contacts, service guides, escalation paths, and technical environments
• Lead internal service improvement initiatives focused on efficiency, quality, and client satisfaction
• Mentor and coach technical staff in customer service best practices and operational excellence

Qualifications & Skills

• 5+ years of IT service delivery, service management, or account management experience within an MSP environment, with direct exposure to healthcare or life sciences clients strongly preferred
• 2+ years of demonstrated direct people management experience — real accountability, genuine interest in growth and development, and creating an environment of ownership
• Hands-on PSA/RMM experience (e.g., ConnectWise, N-able) with a track record of building workflow automation, SLA configuration, board hygiene rules, and reporting
• Working familiarity with life sciences/healthcare regulatory frameworks; HIPAA, HITECH, GxP (GMP/GLP/GCP), and FDA 21 CFR Part 11
• A defined, structured personal system for catching problems before they become client facing using specific tools, cadences, and PSA-as-source-of-truth discipline
• Ability to interpret technical information and explain it to non-technical stakeholders
• Ability to remain calm and focused under pressure
• Excellent communication and interpersonal skills, both written and verbal
• Strong understanding of MSP metrics and KPI’s and willingness to adhere to organizationally set targets