Senior Manager, Service Management & Automation

OVERVIEW

The Senior Manager, Service Management & Automation owns the IT service management practice and the automation and agent estate for Enterprise Technology & Operations.

The role has three parts. The first is practice: owning incident, problem, service request, change and continual improvement as governed ITIL practices, together with the classification standard and data quality that make them measurable. The second is performance: aggregating and reporting service results across all four ET&O functions and running the monthly and quarterly review cadence. The third is automation: owning the backlog of work to be automated, the agents and robotic processes that perform it, and the controls that keep them inside the bounds set by the AI Governance Council.

The role is deliberately distinct from Global Service Operations and is designed to complement it. Global Service Operations runs the service: the shift roster, the tiers, the people and day-to-day resolution. This role owns the practice those teams work to, the platform they work in, the data that evidences what happened, and the automation that removes the work. Where the two meet — tier definitions, service level targets, the automation backlog — the standard is set here and delivered there. The same relationship applies to Infrastructure & Platforms and Business Applications.

This is a peer-level function lead reporting to the Vice President, Information Technology and Head of Enterprise Technology & Operations, based in the eCS India office and supporting eClinical Solutions employees globally. It is accountable for the service management platform — currently Zendesk, migrating to Atlassian Jira Service Management — and works within eClinical Solutions quality standards, including GxP and 21 CFR Part 11 obligations where they apply to IT systems and records.

KEY TASKS & RESPONSIBILITIES

ITSM Practice Ownership

• Own the IT service management practice across incident, problem, service request, change and continual improvement, including practice definition, adherence and audit. Delivery against those practices sits with the respective function leads.
• Own the service catalogue, request taxonomy and classification standard across all four ET&O functions, and hold classification completeness at 100% on ticket closure.
• Define the service level framework and the L1, L2 and L3 tier definitions with the function leads; Global Service Operations owns the roster and the operational escalation path within it.
• Own problem management end to end: chair the problem review, drive root cause to closure with the owning function, and track repeat causes out of the estate.
• Maintain the practice documentation set — process definitions, work instructions and the knowledge standard — to audit quality.

Service Performance Reporting & Governance

• Aggregate and report overall service performance across all four ET&O functions — Global Service Operations, Infrastructure & Platforms, Service Management & Automation, and Business Applications — into a single view for the Head of ET&O and the Chief Transformation & AI Officer.
• Work with each functional lead to define, baseline, measure, report and improve the KPIs and metrics for their area, holding the definitions consistent so that results are comparable across functions and over time.
• Run the monthly service review: attainment against service levels, backlog age and composition, automation coverage, agent-caused incidents, and actions carried forward.
• Run the quarterly business review: trend across the quarter, progress against the 2027 objectives and MBOs, total cost of ownership for AI and automation, and the forward plan.
• Produce the evidence pack for internal and clie