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- Tasks: Lead a team to ensure top-notch service delivery and support for clients.
- Company: Join IQVIA, a global leader in healthcare intelligence and clinical research.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and innovation.
- Why this job: Make a real impact on patient outcomes while working with cutting-edge technology.
- Qualifications: Bachelor's degree and experience in service delivery management required.
- Other info: Must be UK-based and eligible to work; no visa sponsorship available.
The predicted salary is between 43200 - 72000 £ per year.
What is the role
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Act as the primary service management liaison between the client and internal teams.
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Manage and mentor a team of two junior first-line support agents , ensuring high-quality, responsive support and timely triage and resolution of support tickets as defined by customer SLAs,
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Lead incident, problem, and change management processes in line with ITIL best practices.
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Oversee major incident management, coordinating internal and external stakeholder and leading After Action Review(AAR).
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Monitor and report on SLAs, KPIs, and service performance metrics and conduct regular Service Review Meetings with key client & internal business stakeholders.
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Collaborate with different teams (DevOps, SRE, Security, Data Engineering and Product teams ) to ensure service monitoring, reliability and performance.
* Support Oncall for major incident . Act as point of escalation for major incidents
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Drive continuous service improvement (CSI) initiatives and root cause analysis (RCA).
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Maintain and evolve service documentation , including the service catalogue and support playbooks.
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Ensure compliance with data protection laws, externally required standards (e.g. ISO 27001, NHS Digital, NCSC standards) and internal security policies.
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Support onboarding of new services and ensure smooth transitions into BAU support.
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Facilitate knowledge management and training for support staff.
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Participate in audit and compliance activities, including client assessments.
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Contribute to capacity planning and resource forecasting.
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Champion a culture of service excellence and customer focus.
Qualifications & Essential Requirements
• Bachelor\’s Degree Computer Science, a related field, or equivalent experience
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Proven experience as a Service Delivery Manager in a SaaS (AWS preferred) or cloud-based environment.
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Strong understanding of ITIL frameworks and service management principles.
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Excellent communication, stakeholder management , and leadership skills.
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Experience with service management tools (e.g., Jira Service Management, ServiceNow).
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Willing & able to support Oncall for major incident management.
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UK-based and eligible to work in the UK.
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Willing and able to undergo DBS and UK Government Security Clearance .
Applicants must have the right to work in the UK. Unfortunately, we are unable to offer visa sponsorship for this position.
Desirable
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Experience working with or delivering services to public sector clients, ideally the in the healthcare sector.
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ITIL v4 Foundation (or higher) certification preferred.
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Comfortable working in a fast-paced, regulated environment.
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Willing to travel internationally to support customer engagements across time zones
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Knowledge of NHS Digital standards and frameworks (e.g., DSPT, DCB0129/0130) desirable
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Familiarity with privacy-enhancing technologies, data protection, or healthcare IT is a strong plus.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide.
To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us.
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Service Delivery Manager – Privacy Enhancing Technology (PET) employer: IQVIA
Contact Detail:
IQVIA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager – Privacy Enhancing Technology (PET)
✨Tip Number 1
Familiarise yourself with ITIL frameworks and service management principles, as these are crucial for the role. Consider obtaining an ITIL v4 Foundation certification if you haven't already, as it will demonstrate your commitment to best practices in service delivery.
✨Tip Number 2
Highlight any experience you have working with public sector clients, especially in healthcare. This can set you apart from other candidates, as familiarity with NHS Digital standards and frameworks is desirable for this position.
✨Tip Number 3
Showcase your leadership skills by discussing any previous experience managing teams or mentoring junior staff. Emphasising your ability to drive continuous service improvement initiatives will also resonate well with the hiring team.
✨Tip Number 4
Prepare to discuss your experience with service management tools like Jira Service Management or ServiceNow. Being able to articulate how you've used these tools to enhance service delivery will demonstrate your technical proficiency and readiness for the role.
We think you need these skills to ace Service Delivery Manager – Privacy Enhancing Technology (PET)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience as a Service Delivery Manager, particularly in SaaS or cloud-based environments. Emphasise your understanding of ITIL frameworks and any leadership roles you've held.
Craft a Compelling Cover Letter: In your cover letter, address how your skills align with the responsibilities outlined in the job description. Mention your experience with service management tools and your ability to manage teams effectively.
Showcase Relevant Certifications: If you have ITIL v4 Foundation certification or any other relevant qualifications, make sure to include these in your application. This will demonstrate your commitment to service management best practices.
Highlight Stakeholder Management Skills: Given the importance of communication and stakeholder management in this role, provide examples of how you've successfully managed relationships with clients and internal teams in previous positions.
How to prepare for a job interview at IQVIA
✨Understand ITIL Frameworks
Make sure you have a solid grasp of ITIL best practices, as this role heavily relies on them. Be prepared to discuss how you've applied these principles in your previous roles, especially in incident and change management.
✨Showcase Leadership Skills
As a Service Delivery Manager, you'll be mentoring junior staff. Highlight your leadership experience and provide examples of how you've successfully managed teams and improved service delivery in the past.
✨Familiarise with Privacy Enhancing Technologies
Since the role involves working with privacy-enhancing technologies, brush up on your knowledge in this area. Be ready to discuss any relevant experience or understanding of data protection laws and standards, particularly in healthcare.
✨Prepare for Stakeholder Management Scenarios
This position requires excellent communication and stakeholder management skills. Think of specific instances where you've effectively collaborated with different teams or managed client expectations, and be ready to share those stories.
