Assoc. Dir. Ddit Dev. Serv Ops Trd, Ra

2 days ago

Hyderabad Telangana, India Novartis Full time

389594BR

**Assoc. Dir. DDIT Dev. Serv Ops TRD, RA**:
India

**About the role**

Role Title: Assoc. Director DDIT Dev. Service Ops TRD, RA
Location: Hyderabad
Role Purpose:
This role requires the incumbent to manage end-to-end Service Delivery & Operations for IT Applications towards Technical Research & Development (TRD) business for Global Clinical Supply (GCS) chain solutions. This role would require good understanding of Pharmaceutical TRD & Clinical Supply Chain domain along with solid understanding of associated IT Applications, Solutions, Technology & Platforms catering to Clinical Supply Chain solutions for TRD business.
This role will be based out of Hyderabad, India and will not have the flexibility to be located remotely.
Key Responsibilities:

- Drive holistic IT Service Management including all ITIL Processes, Service Operations as well as Operational Quality Management oversight along with continual service improvement and supplier operational governance.
- Govern the service operations, service transition, quality, compliance, and audit readiness of services delivered as per scope.
- Ensure services are delivered as per agreed SLAs, including reviewing supplier performance based on the prescribed SLAs/KPIs/OLAs
- Track and manage lifecycle of Incidents, Service Requests, Change Requests and Problem Management tickets as applicable and minimize the impact of business operations.
- Meet customer and internal IT service levels and proactively drive continuous service improvement in collaboration with the service excellence team of the function.
- Take accountability to ensure adherence with Security & Compliance policies and procedures within Service Operations Scope.
- Manage Contract Life Cycle with COTS/SaaS vendors along with license usage optimization.
- Undertake stretch assignments within function as and when required and which may or may not fall strictly within the immediate scope of defined Roles & Responsibilities.

**Commitment to Diversity & Inclusion**:

- We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve._

**Role Requirements**

Essential Requirements:
Education & Qualifications
- Bachelor’s degree in engineering or equivalent from reputed institutions
- MBA or equivalent higher qualifications (preferred) from reputed institutions
- ITIL/PMP certified or any equivalent Data, Digital & IT certification is desirable

Experience
- 12+ Years of IT work experience which should include IT Solution/Service Delivery experience with Tier-1 IT service organizations.
- Prior experience of working for pharmaceutical domain or delivering IT solution/services for pharmaceutical client is a must.
- Experience of managing IT Solutions/Service Delivery for TRD business towards Clinical Supply Chain domain will be an advantage.
- Experience/Knowledge of RPA/RCA/AI/ML/Gen AI or Automation tools is desirable.
- Strong Communication & Stakeholder Management skills is a must.
- Fluent English (Written & Verbal)


**Division**

Operations

**Business Unit**

DATA, DIGITAL & IT

**Work Location**

Hyderabad, AP

**Company/Legal Entity**

Nov Hltcr Shared Services Ind

**Functional Area**

Technology Transformation

**Job Type**

Full Time

**Employment Type**

Regular

**Shift Work**

No

**Early Talent**

No

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