ITSM Ops Governance Infrastructure OPS (H&C) at Sandoz in Telangana

Sandoz is a leading global provider of sustainable biosimilar and generic medicines, currently undergoing a significant transformation. We offer unique professional and personal development opportunities as we shape the future of affordable, high-quality healthcare.

About the Role

This position is responsible for ITSM Operations Governance within Infrastructure Hosting & Compute (H&C) and its lifecycle management across global operations. The primary goal is to ensure robust and continuous service delivery in alignment with Sandoz's strategic objectives.

Key Responsibilities

• Oversee ITSM operational governance for Infrastructure (Hosting, DWS/SD, Connectivity) in collaboration with infrastructure technology owners across all ITSM processes.
• Develop, report, monitor, and maintain Key Performance Indicators (KPIs) specifically for Infrastructure Governance.
• Proactively escalate and collaborate to remediate KPIs that fall below established thresholds.
• Ensure timely execution of compliance-related governance activities by the Infrastructure Team.
• Analyze data from incidents, failed changes, and problem records to ensure prompt resolution by respective technology owners.
• Review KPI data and ensure the initiation of Service Improvement Plans (SIPs) by the Infrastructure Team.
• Monitor and verify ITSM process compliance within Infrastructure Services.
• Facilitate integration between Application Management Services (AMS), Infrastructure, and Solution Support Teams (SST), and temporarily govern ITSM operations for the Infrastructure Service Resolution Center (ISRC).

Performance Metrics (KPIs)

Success will be measured by the achievement of stable, compliant, secure, and cost-effective operations, evidenced by availability, performance, and capacity metrics, alongside year-over-year cost reductions.

What You'll Bring

Essential Requirements

• University degree in Computer Science or a comparable field.
• 10-15 years of IT experience in operations and system management.
• Over 10 years of experience in service management or engineering for a global service portfolio across diverse geographies and business units.
• Proven track record of successfully delivering multinational projects on time, within quality standards, and on budget.
• Experience negotiating agreements with corporate suppliers in coordination with sourcing strategies.
• 10 years of experience managing managerial staff.
• Essential skills include IT Infrastructure Management, IT Service Management Practices (ITIL Foundation), compliance and risk management (GxP, validation, IT control standards), command-center leadership, strong analytical and decision-making abilities, long-term relationship building, and a customer-service-first mindset.
• Fluency in English, both written and spoken.

Desirable Requirements

• Documented experience working effectively across multiple IT teams.
• Ability to interact professionally with executives, managers, and Subject Matter Experts (SMEs) in IT.

What We Offer

• Competitive compensation and benefits package aligned with Sandoz's global standards.
• Flexible working arrangements.
• Opportunities for continuous learning and professional development.
• An agile, collaborative, and supportive work environment.

Why Sandoz?

Sandoz is a pivotal player in the global medicines industry, dedicated to providing generic and biosimilar medicines. In 2024, we enabled over 900 million patient treatments worldwide. We are committed to expanding our impact through investments in new capabilities, production facilities, strategic acquisitions, and partnerships. Join us to shape the future of Sandoz and enhance patient access to affordable, high-quality medicines sustainably. Our collaborative culture, driven by ambitious colleagues, offers impactful, flexible-hybrid careers where diversity is celebrated and personal growth is encouraged.

Join us and help shape the future of healthcare.