IT Service Assurance Manager

6 days ago

India 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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