IT Service Excellence Manager

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 :

Experience :