Director Service Integration & Management (SIAM)

Novartis India; Hyderabad; Hybrid; INR 4,500,000 - 6,500,000; Full time

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Job summary

Novartis India seeks a Director of Service Integration & Management (SIAM) to bridge DD&IT Integrated Service Management with Business-Facing/Enterprise IT. The role ensures enterprise ITSM standards, ITIL practices, and governance are applied across applications, services, and data managed within Business IT.

You will provide a single, enterprise-level view of service performance, risks, and opportunities, while driving accountability across organizational boundaries and multiple providers

Qualifications

• Proven leadership in ITSM within large, global enterprises.
• Deep expertise in SIAM, IT operations, and service integration.
• Experience embedding ITSM governance in business-aligned IT functions.
• Experience engaging senior stakeholders in matrix organizations.

Responsibilities

• Establish end-to-end service ownership across IT and external providers.
• Ensure consistent outcomes across applications, infrastructure, data, and suppliers.
• Provide consolidated service performance views and drive data-driven improvements.
• Lead governance forums that drive decisions and measurable outcomes.
• Drive cross-domain risk management and proactive issue resolution.
• Guide continual service improvement using data analytics and AI-driven insights.

Skills

ITSM leadership

SIAM expertise

Multi-vendor governance

Stakeholder engagement

ITIL governance

Program leadership

Education

Advanced degree in IT/Management

Job description

Summary

The Director Service Integration & Management (SIAM) acts as the primary bridge between DD&IT Integrated Service Management and Business-Facing / Enterprise IT Functions. The role ensures that applications, services, and data managed within Business-Facing IT consistently operate within enterprise ITSM standards, ITIL practices, and governance frameworks defined by IT Global Process Owners.

Summary

The Director Service Integration & Management (SIAM) acts as the primary bridge between DD&IT Integrated Service Management and Business-Facing / Enterprise IT Functions. The role ensures that applications, services, and data managed within Business-Facing IT consistently operate within enterprise ITSM standards, ITIL practices, and governance frameworks defined by IT Global Process Owners.

This position provides a single, consolidated view of service performance and improvement for assigned business portfolios, driving transparency, accountability, and informed decision-making. The role works closely with the Heads of Integrated Solutions (or equivalent) in Business-Facing / Enterprise IT functions to improve application performance, availability, and service experience.

You will provide a single, enterprise-level view of service performance, risks, and opportunities, while driving accountability across organisational boundaries and multiple providers without direct authority.

The role operates as the service integrator across Business-Facing / Enterprise IT and Integrated Service Management, ensuring alignment, coordination, and consistent service outcomes

About The Role

Location – Hyderabad Hybrid

Key Responsibilities

Enterprise Service Integration & Accountability

• Establish true end-to-end service ownership across Business IT, Enterprise IT, and external providers. Eliminate siloed operations by driving service value chain alignment
• Ensure consistent service outcomes across the full stack (applications, infrastructure, data, and suppliers

Service Performance, Experience & Transparency

• Provide a single, consolidated view of service performance across business portfolios
• Move beyond SLA reporting to drive experience-led service improvement (XLA mindset). Communicate clear, business-relevant insights that drive decision-making at senior levels

Stakeholder Partnership & Influence

• Act as a trusted advisor to senior Business IT leaders. Build credibility through delivery, transparency, and outcome driven insights
• Lead structured service governance forums that drive decisions, not just reporting

Cross-Domain Risk & Dependency Management

• Identify and proactively manage cross-functional risks and systemic service issues
• Drive coordinated resolution across teams and providers, ensuring minimal business impact. Provide early visibility of risks impacting service continuity and performance

Continual Service Improvement (CSI)

• Lead data-driven service improvement initiatives with measurable outcomes. Drive improvements in service quality, efficiency, and user experience
• Leverage automation, analytics, and AI-driven insights to improve service maturity.

Service Lifecycle & Portfolio Governance

• Ensure clear lifecycle ownership of applications and services (build, run, retire). Drive visibility and remediation of technical debt and service risks
• Align service improvements with enterprise portfolio priorities and business outcomes

Governance That Delivers Outcomes

• Drive adoption of ITSM processes (Incident, Problem, Change, etc.) with a focus on outcomes, not compliance alone
• Translate governance frameworks into practical, scalable execution across federated teams. Balance control with agility, applying risk-based governance where appropriate.

Essential Requirements

• Strong leadership experience in IT Service Management within global enterprise environments
• Deep expertise in SIAM, IT Operations, service integration, and multi-vendor ecosystems
• Proven ability to embed ITSM governance within business-aligned IT functions
• Experience engaging senior business & IT stakeholders in matrix organizations
• Track record of driving service improvement, operational excellence, and compliance
• Ability to influence without authority and drive end-to-end accountability across teams
• Translate governance into measurable business outcomes in complex, ambiguous environments
• Demonstrated leadership in driving consistency, trust, continuous improvement, and innovation across global team

Desirable Requirements

• Advanced degree or equivalent professional experience
• Experience using automation, analytics, or artificial intelligence to improve service maturity.

You’ll receive:

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Commitment To Diversity And Inclusion

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

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Why Novartis:

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