Associate Director (Delivery ITIL in Medical Pharma domain)

Requirements

• 12 years of IT experience including 10 years managing projects and operations within the Medical and Pharmaceutical domain.
• Proven experience leading large-scale operations and transformation programs in the pharmaceutical industry.
• Strong understanding and practical application of ITIL processes and service management frameworks.
• Experience managing ETL operations data integration and data-driven business processes.
• Expertise in incentive compensation operations sales compensation programs or incentive management strategies.
• Demonstrated experience defining implementing and monitoring operational KPIs and performance metrics.
• Strong experience managing 24x7 support operations and ensuring SLA compliance.
• Excellent stakeholder management client engagement and business communication skills.
• Strong problem-solving decision-making and leadership capabilities.
• Experience working with geographically distributed and cross-functional teams.
• Ability to drive operational excellence process optimization and continuous improvement initiatives.
• Willingness to work from Pune office.

Responsibilities

• Manage and oversee operations projects within the Medical and Pharmaceutical domain ensuring alignment with business objectives and strategic priorities.
• Lead end-to-end project delivery ensuring timelines quality standards and operational goals are consistently achieved.
• Implement ITIL best practices to improve operational efficiency service management and delivery performance.
• Drive transformation and process improvement initiatives across pharma operations through innovation and automation.
• Define track and optimize operational KPIs to measure team performance and business outcomes.
• Manage ETL-related operational processes ensuring data quality accuracy and seamless information flow.
• Oversee incentive compensation operations ensuring accurate processing reporting and compliance with business rules.
• Ensure seamless 24x7 operational support while maintaining adherence to SLAs and operational commitments.
• Conduct weekly monthly and quarterly business reviews with stakeholders providing performance insights and action plans.
• Collaborate with cross-functional teams including business technology and operations stakeholders to drive successful project outcomes.
• Identify operational risks implement mitigation strategies and ensure business continuity.
• Foster a culture of continuous improvement operational excellence and customer-centric service delivery.
• Provide leadership mentoring and guidance to project and operations teams.

Qualifications :

Bachelors degree in Engineering Computer Science Information Technology or a related field.

Remote Work :

No

Employment Type :

Full-time