Global Commercial Support Manager - Life Sciences

Job Description

Location: New Jersey, USA (Hybrid / Client-Facing)

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Experience: 5-10 Years

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Industry: Pharmaceutical / Life Sciences

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Employment Type: Full-Time

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About the Role\n

We are seeking an experienced, business-oriented Global Commercial Support Manager to lead stakeholder engagement, service delivery coordination, and operational governance for enterprise commercial data and analytics platforms within the pharmaceutical and life sciences industry.

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The ideal candidate will be a strong relationship builder who can engage confidently with business and IT stakeholders, understand commercial business priorities, manage operational escalations, and collaborate with established technical support teams to ensure reliable service delivery.

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This is primarily a business-facing leadership role, not a hands-on technical engineering position.

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Key Responsibilities\n

Business Stakeholder Management

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• Serve as the primary point of contact for Global Commercial business and IT stakeholders.
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• Build trusted relationships with business leaders, directors, and cross-functional teams.
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• Understand business priorities, challenges, and expectations, ensuring alignment with support operations.
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• Lead stakeholder meetings, service reviews, and operational discussions.
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• Proactively communicate service performance, risks, incidents, and improvement opportunities.
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Service Delivery & Operational Management

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• Own business-facing service delivery, stakeholder satisfaction, and operational accountability.
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• Coordinate with technical leads and L1–L4 support teams to ensure timely resolution of production issues.
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• Manage incident escalations, business impact assessments, and stakeholder communications.
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• Monitor service performance, SLA/KPI adherence, and operational risks.
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• Ensure effective coordination between business stakeholders and technical delivery teams.
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Operational Governance & Continuous Improvement

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• Establish regular service reviews, operational reporting, and governance processes.
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• Drive proactive issue identification, root-cause follow-up, and service improvement initiatives.
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• Identify opportunities to improve data reliability, reporting availability, and business user experience.
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• Translate technical improvements into measurable business value.
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• Promote accountability, transparency, and continuous improvement across support operations.
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Platform Transition & Steady-State Support

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• Coordinate stakeholder engagement and business readiness during the transition of new commercial data platforms into production support.
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• Collaborate with technical teams on knowledge transfer, post-go-live stabilization, and operational readiness.
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• Ensure smooth transition into steady-state support with clearly defined ownership and escalation processes.
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Required Qualifications\n

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• 5-10 years of experience in IT service delivery, business relationship management, client engagement, or managed services.
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• Proven ability to build and maintain strong relationships with senior business and IT stakeholders.
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• Experience managing service delivery expectations, production escalations, and operational governance.
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• Strong communication, presentation, interpersonal, negotiation, and problem-solving skills.
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• Good understanding of enterprise data platforms, data warehouses, analytics, and business reporting applications.
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• Experience coordinating globally distributed technical teams and onsite/offshore delivery operations.
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• Ability to translate technical issues into business impact and communicate effectively with nontechnical stakeholders.
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Preferred Qualifications\n

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• Experience working with pharmaceutical or life sciences commercial business functions.
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• Familiarity with commercial operations, sales analytics, HCP/HCO data, field force effectiveness, and commercial reporting.
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• Experience supporting enterprise data and analytics managed services.
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• Exposure to Snowflake, AWS, Talend, Qlik, Power BI, or similar technologies.
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• Familiarity with ITIL processes, SLA/KPI management, and ITSM tools such as ServiceNow or Jira.
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Ideal Candidate\n

We are looking for a proactive, relationship-driven, and accountable professional who can independently engage with business stakeholders, understand their priorities, manage expectations, and drive service excellence.

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The successful candidate will be comfortable working with experienced technical teams while taking ownership of stakeholder relationships, operational communication, service delivery coordination, and continuous improvement.

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• Strong business relationship management, communication, and service delivery leadership skills are essential. Deep hands-on technical expertise is not required.
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