Covance IT Service Engagement Manager in Bangalore, India

Job Overview

Service Engagement Manager

Play a key role in shaping the future of patient care!

Are you interested in making an impact on the quality of human health? Would you like to discover your true potential and expand your knowledgebase as you gain international exposure?

If you are looking to work for a large global organisation and explore a multitude of career paths within drug discovery, research and development, clinical development, and commercialization services, then Covance is the place for you. Here, you have the opportunity to make an impact to bring new and innovative medicines to patient sooner!

Role & Responsibilities

In your role as Service Engagement Manager , you will be the point of contactto manage all relationships with key stakeholders and collaborate on operational IT services for business units/sites.

Your responsibilities are distributed across Relationship Management (10%), Service Level Management (30%), Communications (15%), Project Support (20%), Integrations/Acquisitions (15%), and Change Management (10%).

In Relationship Management, you will -

  • Provide monthly reporting to BUIT Leadership to highlight operational issues

  • Collaborate with IT colleagues (i.e. Infrastructure team, Service Owners, Change Leads) to coordinate aspects of new/changed IT services that directly affect the business. Set expectations, assess/minimize business impact, determine timing, encourage participation promote best practices and provide user assistance.

  • Distribute advance communications to provide awareness of new or changing IT Services

In Service Level Management, you will -

  • Assist in managing Service Desk and desk side vendor for escalations, day-to-day support, communicate procedures and policies etc.

  • Identify process improvement opportunities based on end user feedback. Highlight gaps in existing processes and engage the correct teams to implement enhancements.

  • Collaborates with peers to establish best practices and service consistency.

  • Collaborate with IT and BU Leaders to understand and address customer satisfaction problems or feedback.

  • Be POC for escalation for the business for operational service issues not resolved by Service Desk

  • Vet expedited requests and handle as appropriate

  • Provide opportunity to influence process improvements or solutions to trending issues.

  • Work with Service Owners for resolution and to follow up on preventive corrective actions

  • Assist in planning requirements and testing of new or changed services being introduced in IT service catalog prior to it being made available

  • Research issues identified by the business and escalate to IT Central Administrator and/or service owners as appropriate.

  • Partner with BEMs and Infrastructure Teams to share the information of new ideas/services/applications discussed with the business.

  • Analyze metrics to identify actionable areas to improve the delivery of IT services and support continuous improvement.

In Communications, you will -

  • Communicate scheduled and unscheduled IT service interruptions, project-related announcements, and other IT to business related activities.

  • Identify business impact of major incidents (Sev 1 and 2)

  • Participate in Sev 1 bridge calls and determine need for communication

  • Participate in root cause analysis and partner with BRMs and Service Owners to communicate any preventive corrective actions to the business and IT Directors.

In Project Support, you will -

  • Support Global Shared Services teams during implementation or rollout of new/changed operational platform to minimize business disruption.

  • Support project team during planning stages to ensure Service is operationalized

  • Act as coordinator between Project team and business and assist in implementation and testing as needed

  • Communicate existing IT services and new initiatives effectively across the business organization.

  • Understand/navigate IT processes to deliver solutions to our business partners.

In Acquisitions / Integration, you will -

  • Support planned and unplanned events

In Change Management, you will -

  • Review and approve/deny ongoing IT change requests as they relate to business impact.

  • Work with requestor to understand affected services and duration of outage to determine the impact on the business

  • Negotiate with stakeholders to determine appropriate window for changes to occur

  • Communicate scheduled changes to affected business units and appropriate IT stakeholders.

Thrive personally and professionally at Covance

At Covance, you will own your own career through tailored career planning to help you develop the skills you need to achieve your career goals. Employee experience is at the core of our culture, and hence we have designed programs to enhance your well-being – enjoy your time at the office and take care of your family.

Top 3 reasons you should join us:

  1. Energizing purpose: Our work improves lives. Covance has helped pharmaceutical and biotech companies develop 100% of the top 50 prescription drugs in the marketplace today. You will personally contribute every day to advancing healthcare.

  2. Exceptional people: You will join a growing team of people who have a common goal for exceptional service and quality. You will learn from the most talented minds and subject matter experts, in an agile, supportive, and caring environment.

  3. Extraordinary potential: You will work in a most stimulating and a flexible work environment that will help you thrive personally and professionally.

Get to know Covance

Covance, a $15 billion Fortune 500 company, with operations in over 97 countries, has led the way in improving patient outcomes through visionary data sciences over the last five decades. We have supported 100% of the top 50 drugs in the market and all the oncology medicines approved in 2016. Our team of over 57,000 across the globe is committed to advancing healthcare and bringing new medicines to market sooner. Our unique perspectives, built from decades of scientific expertise and precision delivery, help our clients identify new approaches and anticipate tomorrow’s challenges as they evolve. Driven by a passion for excellence and a relentless commitment to quality, we unlock opportunities that advance innovation and deliver the promise of a healthier world. Together, with our large pharmaceutical and emerging biotech clients, Covance transforms today's health care challenges into tomorrow's solutions.

Over the years we have been recognised and applauded for our efforts in the creation of personalised medicines and innovative therapies to deliver on the promise of a healthier world. Some of our recent accolades are:

  • LabCorp named to FORTUNE Magazine's 2018 List of ‘World’s Most Admired Companies

  • Frost & Sullivan Best Practice Award – Asia Pacific CRO Growth Excellence Leadership Award

  • IMDiversity – Corporate Diversity Honor Roll

  • Flexjobs – Top 100 Remote Work – Company to Watch

  • Life Science Strategy Group – Rated as the CRO “Making the right moves to be successful in the future”



Level of education preferred (if required or experience level which may be substituted for level of education).

Professional degree/designations/certifications/licenses legally required (i.e. RN, MD, VDM etc.).

BS/BA degree or equivalent experience.


What we’re looking for

Service Engagement Manager are most successful at Covance with:

  • 4-6 years of service delivery experience with 6-9 years of overall experience

  • Exceptional customer service skills to provide IT support to all levels of the organization.

  • Strong oral and written communication skills to provide clear messages within Covance. Negotiation and influencing skills to drive change in a business unit organization.

  • Demonstrated analysis and problems solving skills. Able to translate complex issues / topics into language that resonates with clients/customers.

  • Demonstrated ability to effectively establish and maintain working relationships with peers and constituents at manager/director levels of the organization. Motivate others that are not direct reports.

  • Strong presentation and facilitation skills to lead meetings within IT and the business.

  • Ability to drive consistent and standard processes.

  • Ability to support a culture that fosters teamwork and innovation.

  • Proficient self-management and organizational skills.

Job Number 2018-20274

Job Category Information Technology

Position Type Full-Time

Covance is committed to diversity in the workplace and is an equal opportunity employer (Minority/Female/Individual with Disability/Veteran/Sexual Orientation/Gender Identity). Your confidentiality and privacy are important to us.