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.

• 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.
• Manage Operational Demands/Enhancements/Releases for respective applications.
• 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 Budget for the portfolio of applications and liaison with Finance & Supplier Management functions.
• 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.

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)