IT Service Assurance Manager

4 weeks ago

Mumbai Maharashtra India, Maharashtra SUN PHARMA Full time

Hi,

We are having an opening for IT Service Assurance Manager at our Mumbai location.


Job Summary :

We are seeking a seasoned and proactive IT Service Assurance Manager to oversee and optimize the delivery of IT services in a highly regulated pharmaceutical environment. This role is pivotal in ensuring IT services align with business needs, comply with GxP (Good Practice) regulations, and support the organizations mission to deliver high-quality healthcare solutions. The ideal candidate will have a strong background in IT service management, preferred experience in the pharmaceutical or life sciences sector.


Areas Of Responsibility :

  • Overseeing global IT service delivery across all Sun Pharma locations, including manufacturing plants, R&D centres, corporate offices, and international sites spanning North America, APAC, Middle East, Australia, and EMEA regions.
  • Managing day-to-day operations by serving as the central liaison between outsourced service providers and internal functional teams, including Application, Infrastructure, Security, Governance, and Business stakeholders.
  • Building and sustaining strong, effective relationships with outsourced IT partners and other vendors to ensure service levels are maintained, issues are resolved promptly, and contractual commitments are met.
  • Aligning IT services with evolving business priorities and ensuring timely communication and translation of those priorities across IT teams.
  • Proactively identifying opportunities for service improvement and implementing Service Improvement Plans (SIPs) to sustain or enhance performance.
  • Conducting regular service reviews with IT service partners to assess performance, review risks, and drive customer satisfaction improvements.
  • Lead and coordinate on-site service teams, including scheduling, task allocation, and performance monitoring.
  • Identify risks and issues in service delivery and implement timely corrective actions.
  • Coordinate with technical teams to ensure smooth implementation and ongoing support of services.
  • Manage escalations and ensure timely resolution of service issues.
  • Establish and manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for internal and external IT services.
  • Collaborate with stakeholders across R&D, manufacturing, quality, and commercial operations to understand business requirements and ensure IT services meet those needs.
  • Manage vendor relationships and third-party service providers to ensure contractual obligations are met.
  • Oversee incident, problem, change management and other ITIL processes in alignment with ITIL framework.
  • Facilitate audits and inspections by regulatory bodies related to IT systems and services.



Educational Qualification :Bachelors degree in computer science, Information Technology, or a related field


Specific Certification : ITIL v4 certification (Foundation or higher) is required.

Skills:

  • Excellent leadership and interpersonal skills.
  • Strong analytical and problem-solving abilities.
  • Effective communication and stakeholder management


Experience :

  • 10 years of experience in IT service delivery, with at least 3 years in a managerial role within the pharmaceutical or life sciences industry preferred.
  • Strong understanding of GxP regulations, system validation (CSV), and compliance frameworks (FDA, EMA, ISO) preferred.
  • Demonstrated experience managing cross-functional teams and vendors in a matrix environment.
  • Proven ability to manage complex projects and priorities under regulatory scrutiny.

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