Global Leader ITSM Process Excellence and Governance

Strategic Leadership

• Define and implement the global ITSM strategy in alignment with organizational goals.
• Lead the adoption and maturity of ITIL-based processes across Sandoz.

ITSM Process Ownership & Execution

• Monitor, manage, and control the implementation of core ITSM processes: Incident Management, Event Management, Problem Management, Change Management, Configuration & Asset Management and Request Management etc from process lifecycle management perspective. Also be responsible to define and setup KPI targets of all processes.
• Be directly own operations of Change Management, Problem Management and Request management processes.
• Establish enterprise CAB and ensure to improve effectiveness measured by KPIs.
• Establish Forward Schedule of Changes daily calls.
• Establish correlation between Change Management and related processes such as Incident Management, Knowledge Management, and Business Calendars.
• Ensure Change Requests are validated from all perspectives to prevent disruptions in service availability.
• Maintain proper artifacts and records for Change Implementations to support compliance and regulatory requirements.
• Ensure Change Requests are approved and implemented on time, raising risks proactively when necessary.
• Monitor Change Management using KPI-based dashboards and reports to ensure control and transparency.
• Ensure problem management process is governed with KPI centric and RCA quality approach.
• Ensure continual service improvement in all processes in scope demonstrated by improved KPIs.
• Request Management should meet CSAT and fulfillment targets.
• Setup practitioners forums with identified process champions from each tech function with an aim of enhancing process awareness, drive understanding and improvements.

Governance & Compliance

• Establish and operate a Governance Framework for SLA and performance management across all ITSM processes.
• Lead effective KPI based governance across all ITSM processes.
• Be accountable for maintaining the compliance posture of all ITSM processes, ensuring alignment with internal policies and external regulations.
Ensure proper documentation and audit readiness for all ITSM activities.

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Continuous Improvement & Stakeholder Engagement

• Interlock with internal and external stakeholders to continuously improve ITSM processes and performance.
• Ensure Service Improvement Plans (SIPs) are in place and actively demonstrate continuous improvement.
• Coordinate process implementation across external parties, application owners, business owners, and internal teams.
• Mentor teams to ensure clear and effective communication around ITSM processes.
• Ensure customer satisfaction with process execution, including coordination and governance with the service desk.

Reporting & Operational Oversight

• Be responsible for maintaining and presenting dashboards and reports that provide up-to-date status of ITSM operations.
• Ensure timely and accurate dissemination of information related to service performance and change approvals.

Availability & Emergency Support

• Be available during shifts if required for emergency situations, ensuring continuity and responsiveness in critical scenarios.

People Management

• Be seen as a Service Management thought leader by both direct reports and larger team of supplier resources

Key Performance Indicators

• Change Success Rate – Percentage of changes implemented without causing incidents or requiring rollback.
• Effectiveness of CAB and Forward Schedule of Changes calls .
• Problem tickets associated with failed and rolled back changes
• Reduction of unauthorized changes to zero.
• Strong Process Lifecycle Management – Average time taken to resolve incidents across all regions.
• Process Compliance Rate – Percentage of ITSM processes executed in line with defined standards and policies.
• Customer Satisfaction Score (CSAT) – User feedback on ITSM process execution and support experience.
• Service Improvement Plan (SIP) Completion Rate – Number of SIPs initiated and successfully completed

Ideal Background

Education:

• Bachelor’s Degree in one of the following fields: Information Technology, Computer Science & Engineering, Information Systems
• Preferred/Advanced Education: Master’s Degree in Information Technology Management, or a related discipline is highly desirable, especially for strategic and global leadership roles.
• ITIL Intermediate Level or above

Languages:

• Fluent English required (oral and written)

Experience:

• +12 years experience in IT operations, system management, and global service portfolio ownership across geographies and business domains.
• Proven expertise in IT Service Management, including hands-on experience with Incident, Change, Problem, Asset, and Request Management processes.
• Strong working knowledge of ITSM platforms, preferably ServiceNow, and ticketing systems.
• Proficient in automation tools for dashboards and reporting, with experience in KPI tracking, scorecards, and performance analytics.
• Demonstrated ability to report to both technical and non-technical audiences, translating complex data into actionable insights.
• Experience in contract governance, compliance management, and regulatory alignment.
• Skilled in process improvement and automation, with a track record of waste reduction and operational efficiency.
• Ideally ITIL v4 Certified, with additional certifications such as PMP, PRINCE2, or COBIT considered a plus.
• Excellent leadership, stakeholder management, and communication skills, with the ability to mentor teams and drive cross-functional collaboration.
• Familiarity with project management tools and methodologies.
  Demonstrated ability to manage and mentor a dispersed project management team.
• History of successful collaboration and relationship management.
• High level of analytical skills and ability to manage complexity