Vacancy description
EClinical Solutions
India, Bengaluru
Service Coordinator - Flexible Supports in Bengaluru, India is listed on Jobeax. Browse 30,000+ vacancies available.
As a Service Manager at eClinical Solutions, you will be the operational backbone of client engagements ensuring every aspect of the elluminate® platform service runs smoothly, reliably, and to the highest standard. Based in our Bangalore office, you will own day-to-day service operations for an assigned portfolio of global clients, coordinating people, processes, and systems across time zones to keep delivery on track and clients confident in eClinical’s partnership.
Act as the primary operational point of contact for assigned clients, ensuring all service activities are running smoothly and issues are addressed promptly
Monitor ongoing delivery of elluminate® platform services across assigned accounts, proactively identifying and resolving operational gaps before they affect the client
Coordinate day-to-day activities across internal teams — including Engineering ( Tier 3 R&D), Tech Services (Tier 2), IT (Infrastructure), Product Development, Implementation Team, Customer Success and Product Support — to ensure seamless, timely service execution
Participate in the transition of accounts from the Implementation team to steady-state service delivery, ensuring continuity of knowledge, documentation, and client experience throughout the handover process
Ensure all service activities adhere to agreed-upon SLAs, quality standards, and regulatory requirements including ICH/GCP guidelines and 21 CFR Part 11
Maintain thorough and accurate service documentation, including status reports, issue logs, meeting notes, and delivery records
Support audit readiness by ensuring client-facing deliverables and internal processes meet required compliance and quality benchmarks
Actively participate in internal and client-facing audit activities, including the preparation, review, and management of Notes to File (NTF) and Corrective and Preventive Action (CAPA) documentation
Participate in regular client operational meetings, providing clear and accurate updates on service status, open items, and upcoming milestones
Communicate service changes, delays, or risks to clients in a timely and professional manner, always paired with a resolution path
relay themes internally to help improve processes and service delivery
Ensure the client experience is consistent and well-coordinated across all touchpoints, from onboarding through steady-state service delivery
Identify inefficiencies in service workflows and work collaboratively with internal teams to implement practical improvements
Contribute to the development and maintenance of standard operating procedures, runbooks, and service delivery templates
Maintain up-to-date records in project management and service management systems to ensure full visibility into account status across the organization
Education & Experience
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