IT Service Assurance 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 :

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.