Regional Service Manager Americas

Job Description Summary

- -Responsible for 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. -Manage a service operation with standardized services, processes, and tools to provide efficient, high quality services. -Provide highest business value through effective management of IT resources (people, financial resources, and services) related to the function. -Meet customer and internal IT service levels and proactively drive continuous service improvement collaboration with the Service excellence team of the Function. -Contribute to enabling operational excellence and continuous improvement in the Service quality across TT. -Own and drive the delivery of the service ensuring delivery to SLA and Service continuity meeting the consumer needs.

Job Description

Regional Service Manager Americas

Sandoz continues to go through an exciting and transformative period as a global leader and pioneering provider of sustainable Biosimilar and Generic medicines. As we continue down this new and ambitious path, unique opportunities will present themselves, both professionally and personally. Join us, the future is ours to shape

Hiring Requirements

Job Description

• Responsible for 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.
• Manage a service operation with standardized services, processes, and tools to provide efficient, high quality services.
• Provide highest business value through effective management of IT resources (people, financial resources, and services) related to the function.
• Meet customer and internal IT service levels and proactively drive continuous service improvement collaboration with the Service excellence team of the Function.
• Contribute to enabling operational excellence and continuous improvement in the Service quality across TT. 
• Own and drive the delivery of the service ensuring delivery to SLA and Service continuity meeting the consumer needs.
   

Major accountabilities:

• Role will ensure that all contracted SLAs of suppliers are being reported correctly and engage any challenges to ITSMO and drive improvements.

Key performance indicators:

• Stable, compliant, secure, and cost-effective operations measured by Availability, Performance, Capacity Metrics along with continuous cost reductions YOY.
• No major business disruptions, Responsiveness and Recovery Speed of critical incidents / issues in business.
• Speed and agility in delivering services to users.
• Operational targets, SLAs and KPIs are met.
• Operational efficiencies delivered through suppliers and level of process control. & Learning Agility, Ability to evaluate and launch new services & capabilities.
• Productivity gains and defect reduction through continuous improvement. & Automation led Programmable Infrastructure and Platform Services.
• Establish a Technical Vision, clear strategy, and execution against the plan.
• Compliance level of applicable IGM/ISRM policies.

Minimum Requirements:
Work Experience:

• Financial Management.
• Supporting Quality activities / issues.
• Strong cross functional leadership.
• Risk.
• Ambiguity.
• Patient/client driven with excellent communication skills.
• Operations Management and Execution.

Skills:

• Budget Management.
• Communication Skills.
• Incident Management.
• IT Governance.
• IT Service Management.
• Performance Management.
• Problem Solving Skills.
• Quality Assurance.
• Stakeholder Management.

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 and while we are proud of this achievement, we have an ambition to do more

With investments in new development capabilities, production sites, new acquisitions, and partnerships, we have the opportunity to shape the future of Sandoz and help more patients gain access to low-cost, high-quality medicines, sustainably.

Our momentum is powered by an open, collaborative culture driven by our talented and ambitious colleagues, who, in return for applying their skills experience an agile and collegiate environment with impactful, flexible-hybrid careers, where diversity is welcomed and where personal growth is supported

Join us

Commitment to Diversity & Inclusion (hard coded in Workday):

We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

#sandoz

Skills Desired

Budget Management, Communication Skills, Incident Management, IT Governance, IT Service Management, Performance Management, Problem Solving Skills, Quality Assurance, Stakeholder Management

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