Services Manager - Life Sciences in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Services Manager - Life Sciences based in United States.

As Services Manager, you will lead service delivery and support operations for a portfolio of pharmaceutical, biotech, medical device, and clinical research clients.
You will own service quality, client experience, SLA performance, technician utilization, and operational discipline across the Life Sciences portfolio.
The role combines people leadership, technical service management, client communication, and continuous improvement in a highly regulated environment.
You will work closely with client executives, customer success leaders, and internal Service Desk, Infrastructure, Cloud, and Security teams.
Your expertise will help ensure technology services meet demanding operational and compliance expectations, including HIPAA, GxP, and FDA 21 CFR Part 11 environments.
You will also play a key role in resolving escalations, improving processes, onboarding clients, and developing technical teams.
This is an opportunity to make a measurable impact on service quality while helping clients operate securely, efficiently, and confidently.

• Own service delivery quality and the overall client experience across the Life Sciences client portfolio, taking immediate ownership of service issues and driving recovery plans through to resolution.
• Partner closely with executive and customer success stakeholders to ensure day-to-day operational execution supports broader account strategies while maintaining clear ownership boundaries.
• Monitor SLA compliance, ticket quality, billing accuracy, incident trends, and other service metrics, identifying root causes and driving corrective action.
• Manage technician utilization, capacity planning, and operational efficiency, with a target utilization level of approximately 75%.
• Lead regular client service reviews covering performance metrics, incident trends, improvement opportunities, and upcoming initiatives.
• Act as the escalation point for critical client issues, coordinating technical and cross-functional teams to ensure timely and satisfactory resolution.
• Manage client communications during major incidents, planned maintenance, and other events that may significantly affect service delivery.
• Support new-client onboarding by coordinating the transition from project delivery into ongoing managed services.
• Collaborate with Service Desk, Infrastructure, Cloud, Security, and other technical teams to ensure consistent, high-quality service.
• Develop, enforce, and continuously improve SOPs, escalation procedures, ticket documentation standards, closure checklists, and PSA workflows.
• Maintain accurate service documentation, including client contacts, service guides, escalation paths, technical environments, and operational requirements.
• Lead initiatives that improve service efficiency, quality, consistency, and customer satisfaction.
• Mentor and coach technical support staff, reinforcing customer service standards, operational accountability, and professional growth.
• Apply practical knowledge of regulated life sciences environments to guide service delivery decisions and identify compliance-related risks for appropriate escalation.

• 5+ years of experience in IT service delivery, service management, or account management, preferably within a Managed Service Provider (MSP) environment.
• Direct experience supporting healthcare or life sciences clients is strongly preferred, particularly pharmaceutical, biotechnology, medical device, or clinical research organizations.
• At least 2 years of direct people management experience, with demonstrated accountability for team performance, development, ownership, and growth.
• Bachelor's degree in Information Technology, Business Management, or a related field, or equivalent professional experience.
• Strong hands-on experience with PSA/RMM platforms such as ConnectWise or N-able, including workflow automation, SLA configuration, board hygiene, and reporting.
• Working knowledge of healthcare and life sciences regulatory frameworks, including HIPAA, HITECH, GxP (GMP/GLP/GCP), and FDA 21 CFR Part 11.
• Strong understanding of MSP metrics, KPIs, service delivery targets, and operational performance management.
• Familiarity with ITIL principles and service management best practices; ITIL Foundation certification or willingness to obtain certification within six months.
• Demonstrated ability to establish structured processes, cadences, and PSA-based systems that identify and resolve issues before they become client-facing.
• Ability to understand technical information and translate it clearly for non-technical clients and stakeholders.
• Excellent written, verbal, and interpersonal communication skills, with strong client-facing judgment.
• Ability to remain calm, organized, and decisive when managing escalations and high-pressure situations.
• Strong problem-solving, prioritization, accountability, and continuous-improvement mindset.
• Willingness to travel occasionally for client escalations, onboarding, and other business needs.

• Competitive annual salary of $90,000–$110,000 USD, depending on experience and qualifications.
• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Unlimited paid time off and holidays.
• Professional development and career growth opportunities.
• Remote work opportunity within the United States.
• Opportunity to work with clients across pharmaceutical, biotech, medical device, and clinical research environments.
• Leadership role with direct responsibility for technical team development and service delivery excellence.