Nam - Sla Service Performance, Contract, Governance, Incident & Escalation

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