Services Manager - Life Sciences

Accountabilities

• Own service delivery quality and the overall client experience across the Life Sciences client portfolio, taking immediate ownership of service issues and driving recovery plans through to resolution.
• Partner closely with executive and customer success stakeholders to ensure day-to-day operational execution supports broader account strategies while maintaining clear ownership boundaries.
• Monitor SLA compliance, ticket quality, billing accuracy, incident trends, and other service metrics, identifying root causes and driving corrective action.
• Manage technician utilization, capacity planning, and operational efficiency, with a target utilization level of approximately 75%.
• Lead regular client service reviews covering performance metrics, incident trends, improvement opportunities, and upcoming initiatives.
• Act as the escalation point for critical client issues, coordinating technical and cross-functional teams to ensure timely and satisfactory resolution.
• Manage client communications during major incidents, planned maintenance, and other events that may significantly affect service delivery.
• Support new-client onboarding by coordinating the transition from project delivery into ongoing managed services.
• Collaborate with Service Desk, Infrastructure, Cloud, Security, and other technical teams to ensure consistent, high-quality service.
• Develop, enforce, and continuously improve SOPs, escalation procedures, ticket documentation standards, closure checklists, and PSA workflows.
• Maintain accurate service documentation, including client contacts, service guides, escalation paths, technical environments, and operational requirements.
• Lead initiatives that improve service efficiency, quality, consistency, and customer satisfaction.
• Mentor and coach technical support staff, reinforcing customer service standards, operational accountability, and professional growth.
• Apply practical knowledge of regulated life sciences environments to guide service delivery decisions and identify compliance-related risks for appropriate escalation.

  Requirements

  • 5+ years of experience in IT service delivery, service management, or account management, preferably within a Managed Service Provider (MSP) environment.
  • Direct experience supporting healthcare or life sciences clients is strongly preferred, particularly pharmaceutical, biotechnology, medical device, or clinical research organizations.
  • At least 2 years of direct people management experience, with demonstrated accountability for team performance, development, ownership, and growth.
  • Bachelor's degree in Information Technology, Business Management, or a related field, or equivalent professional experience.
  • Strong hands-on experience with PSA/RMM platforms such as ConnectWise or N-able, including workflow automation, SLA configuration, board hygiene, and reporting.
  • Working knowledge of healthcare and life sciences regulatory frameworks, including HIPAA, HITECH, GxP (GMP/GLP/GCP), and FDA 21 CFR Part 11.
  • Strong understanding of MSP metrics, KPIs, service delivery targets, and operational performance management.
  • Familiarity with ITIL principles and service management best practices; ITIL Foundation certification or willingness to obtain certification within six months.
  • Demonstrated ability to establish structured processes, cadences, and PSA-based systems that identify and resolve issues before they become client-facing.
  • Excellent written, verbal, and interpersonal communication skills, with strong client-facing judgment.
  • Able to remain calm, organized, and decisive when managing escalations and high-pressure situations.
  • Strong problem-solving, prioritization, accountability, and continuous-improvement mindset.
  • Willingness to travel occasionally for client escalations, onboarding, and other business needs.

  Benefits

  • Competitive annual salary of $90,000–$110,000 USD, depending on experience and qualifications.
  • Comprehensive health, dental, and vision insurance.
  • 401(k) retirement plan with company match.
  • Unlimited paid time off and holidays.
  • Professional development and career growth opportunities.
  • Remote work opportunity within the United States.
  • Opportunity to work with clients across pharmaceutical, biotech, medical device, and clinical research environments.
  • Leadership role with direct responsibility for technical team development and service delivery excellence.