Application Service Delivery Manager (ASDM)

About the Role The Application Service Delivery Manager (ASDM) is a key member of the Digital R&D Global Support & Testing organization. The role owns an application portfolio, providing oversight of all service management functions—performance, availability and business continuity—and collaborates with infrastructure, platform shared services, and Digital and business lines to maintain a stable portfolio and meet SLAs. What You'll Do

• Accountable for the availability, performance, and business continuity of applications in the Digital Research & Development portfolio.
• Oversee and manage external vendor activities, track and monitor incidents and problems through to resolution to ensure quality service for business operations.
• Manage critical postproduction changes required for study design modifications with minimal impact to business activities.
• Partner with business operations to provide updates and reports to management.
• Define and manage SLAs and OLAs for the set of applications in partnership with Digital Client Partners and Shared Services, in compliance with Digital Service Management methodologies.
• Identify and implement automation opportunities, including traditional automation, self-service, and GenAI capabilities.
• Perform Life Cycle Management and Change Management to understand impact, value, and governance of changes, ensuring maintenance requests stay within contracted volume.
• Conduct performance analysis by reviewing monitoring data and directing corrective actions to meet SLAs and customer requirements.
• Establish and evolve the escalation path for operational issues and outages, and coordinate responses to disruptions impacting the portfolio.
• Support audits and inspections related to computer operations, access controls, and change management.
• Partner with project teams during development lifecycle to ensure production readiness, production releases acceptance, and go/no-go decisions.
• Ensure disaster recovery compliance through DR design facilitation, DR testing, and maintenance of supporting documentation.
• Represent the needs of the R&D Portfolio in enterprise initiatives. What We're Looking For
• Graduate degree in Information Management, Computer Science, Engineering, or Technology Management.
• 5-10 years of experience as an Information Technology professional in roles such as architect, business analyst, software developer, systems administrator, database administrator, systems engineer, or related positions.
• Experience working in matrixed organizations with ability to build relationships and engage effectively with business partners and customers.
• Demonstrated ability to collaborate in virtual teams.
• PMP or ITIL certification desirable. Nice to Have
• Prior experience managing systems supporting pharmaceutical operations.
• Prior experience working in a regulated business domain.
• PMP or ITIL certification desirable.