Service Delivery Manager & Senior Change Lead

Position Summary

The Service Delivery Manager serves as the operational leader of JSR's Digital Change Enablement Managed Service and is the primary point of contact for a Large Global Pharmaceutical Company. This individual is responsible for overseeing day-to-day service delivery, managing priorities across multiple concurrent initiatives, ensuring consistent execution of change management activities, and maintaining strong relationships with business and technology stakeholders.

In addition to managing the overall service, the Service Delivery Manager is an experienced change management practitioner who can directly support initiatives when additional leadership or execution capacity is required.

Location: Remote (U.S. Eastern Time preferred)
 

Primary Responsibilities

Managed Service Leadership

• Serve as the primary delivery lead for the Digital Change Enablement Managed Service.
• Manage intake, prioritization, and assignment of work across multiple initiatives.
• Coordinate service delivery across the managed service team.
• Facilitate weekly operational reviews and portfolio governance meetings.
• Monitor project health, risks, dependencies, and resource capacity.
• Provide executive-level status reporting and service metrics.
• Ensure consistency across methodologies, templates, and deliverables.

Change Leadership

• Lead organizational change management activities for high-priority initiatives.
• Develop change strategies, stakeholder engagement plans, and readiness assessments.
• Facilitate executive workshops and leadership alignment sessions.
• Partner with project managers, business leaders, and technical teams to drive successful adoption.
• Provide coaching to sponsors and change champions.

Continuous Improvement

• Identify opportunities to improve delivery processes.
• Support the evolution of governance and operating models.
• Contribute to reusable playbooks, templates, and best practices.

Qualifications

• 10+ years of organizational change management experience.
• 5+ years leading enterprise-scale digital transformation initiatives.
• Experience managing managed services or PMO functions.
• Strong executive presence and communication skills.
• Experience supporting multiple concurrent initiatives.
• Life Sciences, Healthcare, or Pharmaceutical experience strongly preferred.
• Experience with Microsoft 365, Teams, SharePoint, and digital collaboration tools.
• Prosci certification preferred.