NAM - SLA Service Performance, Contract, Governance, Incident & Escalation

Date: 16 Sept 2025

Location: Sun House - Corporate Office

Company: Sun Pharmaceutical Industries Ltd

Job Title

Service Assurance NAM

Job Grade:

G10

Function:

Information Technology

Sub-function:

Service Assurance(NAM)

Manager's Job Title:

Service Assurance Lead

Skip Level Manager's Title:

Head - Global IT Service Assurance

Function Head Title:

Head - Global IT Service Assurance

Location:

Mumbai

Areas Of Responsibility

At Sun Pharma, we commit to helping you "Create your own sunshine"— by fostering an environment where you grow at every step, take charge of your journey and thrive in a supportive community.

Are You Ready to Create Your Own Sunshine?

As you enter the Sun Pharma world, you'll find yourself becoming 'Better every day' through continuous progress. Exhibit self-drive as you 'Take charge' and lead with confidence. Additionally, demonstrate a collaborative spirit, knowing that we 'Thrive together' and support each other's journeys."

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 organization's 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.

Responsibilities:

• 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.

Travel Estimate

Up to 20%

Job Scope

Internal Interactions (within the organization)

Leadership and Business Users

External Interactions (outside the organization)

IT Partner (MSP) and Vendors

Geographical Scope

Global

Job Requirements

Educational Qualification

• Bachelor's 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.
• Strong communication and stakeholder management skills with NAM/international users/ Clients

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.
• Experience handling NAM users or Clients and other international users
• Willingness to work between shift hours 02:00 PM – 11:00 PM to support North America, EMEA Business users and leadership.

Your Success Matters to Us

At Sun Pharma, your success and well-being are our top priorities We provide robust benefits and opportunities to foster personal and professional growth. Join us at Sun Pharma, where every day is an opportunity to grow, collaborate, and make a lasting impact. Let's create a brighter future together

Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employee within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees as assigned to this job. Nothing herein shall preclude the employer from changing these duties from time to time and assigning comparable duties or other duties commensurate with the experience and background of incumbent(s).