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 ongoing 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 onboarding 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