Lead ITSM Ops Governance Corporate Functions, CE, GDDPS

Key Responsibilities

Your responsibilities include, but are not limited to:

• Ensure SST functions operate in full alignment with the ITSM processes of the organization.

• Drive KPI‑based governance for SSTs across all ITSM processes to ensure agreed KPIs are consistently met.

• Act as a bridge between ITSM process owners and SST process practitioners or associated suppliers.

• Serve as the single point advisor to the SST Head on all ITSM‑related matters.

• Aggregate and publish process KPI‑based dashboards in collaboration with the ITSM Process team, highlighting trends to support governance.

• Set specific tracks for cases where KPIs deviate from agreed limits and maintain the task tracker used for governance.

• Focus on early closure of ageing Incidents, Service Requests, Problem and CAPA tickets for SST.

• Support and facilitate integration with AMS and Infrastructure on ITSM‑related topics.

• Track CSI initiatives associated with the SSTs and ensured they progress effectively.

Key Performance Indicators

• Stable, compliant, secure, and cost‑effective operations measured by Availability, Performance and Capacity metrics with year‑over‑year cost reductions.

• Responsiveness and recovery speed during business‑critical incidents or issues.

• Advancement of automation‑led programmable infrastructure and platform services.

What You’ll Bring to the Role

Minimum Requirements

Work Experience

• Operations Management and Execution.

• Project Management.

• Strong negotiation and analytical skills.

Skills

• Experience in Pharma – GDDPS/HR‑related applications.

• Communication Skills.

• IT Infrastructure.

• IT Operations.

• IT Service Management.

• Problem‑solving Skills.

• Cross‑functional technology awareness (network, compute, database, middleware, end‑user services, firewall, application management).

• System Integration.

• Vendor Management.

You’ll Receive

A comprehensive benefits package including flexible working arrangements, learning and development opportunities, and an environment designed to support both personal and professional growth.

Why Sandoz?

Generic and Biosimilar medicines are the backbone of the global medicines industry. Sandoz, a leader in this sector, provided more than 900 million patient treatments across 100+ countries in 2024. With investments in development capabilities, production sites, acquisitions, and partnerships, we are shaping the future of Sandoz and expanding sustainable access to high‑quality medicines.

Our open, collaborative culture empowers talented and ambitious colleagues. We offer an agile, flexible‑hybrid work environment where diversity is embraced, innovation is encouraged, and personal growth is supported.

Join us!