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

**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**:**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 lev