Service Manager – elluminate Platform

About the role

As a Service Manager at eClinical Solutions you will be the operational backbone for the elluminate® platform, ensuring smooth, reliable service delivery for a portfolio of global clinical research clients. Based in Bangalore, you will coordinate people, processes and systems across time zones to keep engagements on track and maintain client confidence.

Key responsibilities

• Act as the primary operational contact for assigned clients, monitoring service delivery and addressing issues promptly.
• Coordinate day‑to‑day activities across Engineering, Tech Services, IT, Product Development, Implementation, Customer Success and Product Support teams.
• Track open action items, deliverables and client requests, ensuring full resolution.
• Serve as escalation point for operational issues, triaging problems and mobilising internal resources.
• Ensure compliance with SLAs, quality standards and regulatory requirements such as ICH/GCP and 21 CFR Part 11.
• Conduct operational reviews, identify trends and drive corrective actions.
• Maintain thorough documentation, support audit readiness and manage CAPA activities.

Required profile

• Bachelor’s degree (life sciences, health sciences, information systems or related field preferred).
• 5+ years of experience in service/project management or operations within life sciences, clinical research or health‑technology.
• Excellent written and verbal English communication; ability to work with global stakeholders.
• Detail‑oriented, process‑driven and comfortable working flexible hours to overlap with US/European time zones.

Required skills

• Microsoft 365 suite (Teams, Outlook, Excel, Word, SharePoint).
• Project and service management tools such as SmartSheet, ServiceNow and Zendesk.
• Experience with electronic data capture systems (e.g., Medidata Rave, Veeva Vault EDC).
• Understanding of clinical data management concepts, ICH/GCP guidelines and 21 CFR Part 11 requirements.