---
title: 'Service Manager, elluminate Services at eClinical Solutions'
canonical: 'https://feeny.ai/job/service-manager-elluminate-services-eclinical-solutions-bengaluru-qq20np1z3qrn'
type: 'job'
last_seen: '2026-09-10'
---

# Service Manager, elluminate Services at eClinical Solutions

- **Company:** eClinical Solutions
- **Location:** Bengaluru, India
- **Posted:** 2026-08-25
- **Last confirmed live:** 2026-09-10
- **Apply:** https://job-boards.greenhouse.io/eclinicalsolutions/jobs/5221379007

## Job description

## OVERVIEW

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.

Accelerate your skills and career within a fast-growing company while impacting the future of healthcare.

## KEY TASKS & RESPONSIBILITIES

- 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
- Track open action items, outstanding deliverables, and client requests across all active engagements; follow through until each item is fully resolved
- Serve as the escalation point for operational issues, triaging problems quickly and mobilizing the right internal resources for resolution
- Collaborate effectively with globally distributed teams across US, India, and other regions, accommodating cross-time-zone coordination as needed
- 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
- Conduct regular operational reviews of active engagements, reviewing delivery metrics, identifying trends, and driving corrective actions where needed
- 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
- Track CAPA commitments through to closure, coordinating with relevant internal teams to ensure actions are completed on time and evidence is properly documented
- 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
- Gather and document client operational feedback; 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

## CANDIDATE’S PROFILE

Education & Experience

- Bachelor’s degree required; field in life sciences, health sciences, information systems, or a related discipline preferred
- 5+ years of experience in a service/project management, service/project delivery, or operations role within the life sciences, clinical research, or health technology sector preferred.
- Excellent written and verbal English communication skills; ability to work confidently with global stakeholders across the US, Europe, and Asia Pacific
- Comfortable working in shifts or flexible hours to overlap with US and European client time zones as required
- Detail-oriented and process-driven; comfortable working within defined frameworks while identifying opportunities to improve them

Technical Skills & Experience

- Hands-on experience managing the operational delivery of technology-enabled services in a regulated clinical environment
- Solid understanding of clinical data management concepts, clinical trial operations, ICH/GCP guidelines, and 21 CFR Part 11 requirements
- Experience working with or supporting EDC systems (e.g., Medidata Rave, Veeva Vault EDC) or clinical data platforms strongly preferred
- Strong organizational skills with a proven ability to track multiple concurrent workstreams, deliverables, and open items without dropping the ball
- Proficient with Microsoft 365 applications (Teams, Outlook, Excel, Word, SharePoint) and familiarity with project (SmartSheet) or service management tools (Service Now, Zendesk)
- A dependable team player who takes ownership of outcomes and thrives in a fast-paced, client-focused environment

## About eClinical Solutions

## Company Overview
- **One-liner**: eClinical Solutions provides a unified data and analytics platform and biometrics services to help biopharma researchers manage clinical trial complexity and accelerate drug development.
- **Entity Type**: Private (no public ticker; funding stage not disclosed)
- **Headquarters**: Mansfield, Massachusetts, USA (with a major office in Bangalore, India)
- **Founded**: 2012
- **Founders**: Raj Indupuri (President & Co-Founder), Bob Arnesen (Co-Founder)

## Core Business
- **Primary industry**: Life Sciences / Clinical Research Technology (Clinical Data Management & Analytics)
- **Target customers**: Biopharma companies, contract research organizations (CROs), clinical researchers – primarily B2B/Enterprise
- **Mission statement**: "To make clinical research data acquisition and analysis easy and intelligent to help bring new treatments to patients faster."

## Products & Services
- **elluminate Clinical Data Cloud®**: A unified platform that covers data ingestion, standardization, analytics, risk management, and operational insights.
- **elluminate Data Central**: AI-powered data capture and management for complex trials.
- **elluminate Mapper**: Automated mapping and standardization of clinical data (including AI-driven SDTM automation).
- **elluminate RBQM (Risk-Based Quality Management)**: Holistic risk management and monitoring.
- **elluminate Operational Insights**: Data-driven trial operations management.
- **elluminate Protocol Deviations**: Centralized deviation management.
- **elluminate Statistical Computing Environment (SCE)**: Accelerates and automates statistical analyses.
- **elluminate Sample Management Analytics**: Automated sample tracking and analytics.
- **Biometrics Services**: Functional service provider (FSP) offerings including clinical data management, biostatistics, and statistical programming.
- **eIQ Review**: AI-driven data review and management.

## Market Standing
- **Valuation/Market Cap**: Not publicly available (private company).
- **Key Metric**: Not disclosed; headcount is 500+ employees (as of 2025).
- **Notable Investors/Partners**: No funding rounds publicly listed; strategic partners include OpenAI, Anthropic, AWS, Databricks, Snowflake (for AI initiatives).
- **Growth Signals**: 
  - Expanded AI capabilities in 2025 with a dedicated Chief Transformation and AI Officer.
  - Introduced elluminate Agents and enterprise AI governance.
  - Grew from 120+ clients and 500+ employees (up from earlier milestones).
  - 28 open positions across R&D, Data Engineering, and QA (as of mid-2025).

## Competitive Advantages
- **Unified data + AI platform**: Combines clinical data management, analytics, and risk monitoring in one integrated cloud solution – reducing fragmentation.
- **Deep domain expertise**: Founded by clinical data veterans; 500+ employees with specialized life sciences knowledge.
- **AI-first strategy**: Early adoption of generative AI (via partnerships with OpenAI, Anthropic) embedded into workflows (e.g., AI-driven SDTM mapping, eIQ Review).
- **Proven client base**: Serves 120+ leading biopharma organizations globally.

## Strategic Focus
- Accelerating AI transformation: The company appointed a Chief Transformation and AI Officer in 2025 to drive a 20% enterprise-wide productivity improvement and embed AI agents across the elluminate platform.
- Expanding global delivery model: Growth in Bangalore office and continuation of hybrid/remote work options.
- Deepening partnerships with cloud and AI leaders (AWS, Databricks, Snowflake, OpenAI, Anthropic) to stay at the forefront of clinical innovation.

## Why Work Here
- **Mission-driven**: Employees directly contribute to faster development of life-saving therapies. The company states: "Work as though the healthcare industry depends on it—because ultimately it will."
- **Culture**: Emphasizes collaboration, innovation, and personal growth. "New ideas are encouraged and innovation is at our core."
- **Work model**: Hybrid (Mansfield, MA – 2-3 days/week) and remote options available; Bangalore office offers hybrid/remote flexibility.
- **Career growth**: 28 open roles across senior levels (Principal, Senior) and emerging areas like AI engineering, data science, and QA. Structured career paths in both technology and biometrics services.
- **Perks**: Not explicitly detailed, but a strong focus on professional development, team connection, and impactful work.

## Sources
1. [eclinicalsol.com – Homepage](https://www.eclinicalsol.com/)
2. [eclinicalsol.com – About](https://www.eclinicalsol.com/about/)
3. [eclinicalsol.com – Careers](https://www.eclinicalsol.com/careers/)
4. [Greenhouse – eClinical Solutions Jobs](https://job-boards.greenhouse.io/eclinicalsolutions)

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