Job
Description
The Global Lead Service & Process Mgmt. Platforms is responsible for the end-to-end strategy, architecture, governance, and lifecycle management of various service and process management platforms at Sandoz. This includes platforms such as ServiceNow, Adonis, and Archiving solutions, with scope to expand to additional tools that enable enterprise service delivery, organizational and process modelling, and compliant data lifecycle management. The role ensures that platforms are delivered securely, efficiently, and in alignment with business needs, supporting digital service management, workflow automation, and regulatory requirements. The position requires strong leadership skills and the ability to oversee and guide a team of experts with diverse technical skillsets. The incumbent will work closely with internal stakeholders and external partners to drive platform adoption, enhance user experience, and ensure platform scalability, compliance, and operational excellence. Major accountabilities: Define and lead the strategic roadmap for service and process management platforms ensuring alignment with enterprise goals and governance frameworks. Own the architecture, implementation, and operations of these platforms, ensuring stability, scalability, performance, and security. Collaborate with business and technology stakeholders to identify opportunities to digitize and automate enterprise processes via platform capabilities. Oversee the delivery of enhancements and new services across platforms, maintaining a consistent focus on business value and user experience. Ensure adherence to global compliance standards, including GxP, data privacy, and cybersecurity policies. Partner with the Enterprise Architecture and ISRM teams to ensure platform design aligns with strategic principles and cyber-resilience standards. Manage platform delivery teams, including internal staff and external partners, providing technical guidance, performance oversight, and professional development. Drive continuous improvement and innovation to support digital transformation and growth. Develop and track key performance indicators to measure platforms and applications success. Establish and govern budgets, resource allocation, and vendor relationships to ensure value realization and cost efficiency. Provide leadership on projects, ensuring timely delivery. Drive standardization, reuse, and simplification across service and process management solutions. Monitor platform usage, performance, and feedback to inform continuous improvement. Track market trends and technological innovations to identify and assess future service and process platforms. Key performance indicators: Platforms uptime and availability, SLA compliance Project delivery success rate (on-time, in-scope, on-budget) Platform cost optimization metrics Compliance audit outcomes Team engagement and retention rates Minimum Requirements: Work Experience and Skills: 10+ years of experience in enterprise IT, including at least 5 years of direct experience managing service management or business process management platforms (e.g., ServiceNow, Adonis, BPM suites). Proven track record in implementing and operating platforms with regulatory and data retention requirements is a plus. Strong understanding of ITSM, ITOM, business process modelling, and workflow automation. Hands-on knowledge of ServiceNow modules is a plus. Strong background in platform lifecycle management, including vendor relationship management, capacity planning, roadmap development, and upgrade strategies. Experience working in global matrix organizations and cross-functional teams. Demonstrated experience in budget management. Experience managing multi-vendor environments, with strong supplier management and negotiation skills. Excellent problem-solving, stakeholder management, and communication skills, with the ability to influence senior technology and business leaders. Knowledge of pharmaceutical or life sciences regulatory landscape (e.g., GxP, GDPR, data lifecycle management). Ability to translate technical topics into business language and vice versa. Experience with Waterfall / Agile and/or hybrid project delivery methodologies. Experience with ITIL frameworks and other service management methodologies. Languages : Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline; Master’s degree and/or certifications in IT Service Management (e.g., ITIL), Business Process Management, or ServiceNow are a plus. Show more Show less
