Global Service Manager, AMS - SAP

Biopharma Asia; Telangana; Hybrid; INR 1,500,000 - 2,300,000; Full time

Benefits offered by this job

Competitive compensation and benefits

Flexible/hybrid working arrangements

Learning and development programs

Global collaborative environment

Exposure to large-scale SAP platforms

Career growth opportunities

Job summary

Sandoz is seeking a Global Service Manager, AMS - SAP to oversee end-to-end operational support for a portfolio of SAP applications across multiple regions. You will coordinate site-level ownership, releases, and governance, ensuring security, quality, and regulatory compliance within a fast-paced, global setting.

The role emphasizes ITIL-based service management, vendor collaboration, and continuous service improvements to meet KPIs and customer needs.

Qualifications

• Bachelor's degree in computer science or related discipline.
• 10+ years of IT experience with a strong focus on IT Service Management.
• Experience supporting SAP applications and integrations in a complex enterprise.
• Proven vendor, stakeholder and customer relationship management.
• Fluent English, both written and spoken.
• Knowledge of ITIL-based service management and validation/compliance requirements (GxP a plus).

Responsibilities

• Owns end-to-end operational support for a portfolio of SAP applications within Technology Operations.
• Acts as primary service contact for business, technical and vendor stakeholders.
• Provides site-level ownership and coordinates releases, upgrades, deployments and cutovers.
• Maintains documentation, dependencies, recovery procedures and audit trails.
• Ensures security, data integrity and regulatory compliance (GxP where applicable).
• Collaborates with SAP process owners and technical teams to align support with business priorities.
• Manages incidents, problem management and changes; drives service improvements.
• Monitors KPIs, budgets and cost-effective solutions; ensures service continuity.

Skills

ITIL practices

IT Service Management

Incident management

Problem solving

Stakeholder management

Communication skills

Education

Bachelor's degree in computer science or related discipline

Job description

Job Description Summary

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!

Job Description

As a Global Service Manager, AMS - SAP, you will play a key role in managing and supporting Sandoz's global SAP application portfolio. Working within the centralized Application Management Services (AMS) organization, you will ensure operational excellence, drive service improvements, and deliver reliable SAP support services to business users across multiple regions.

Your Key Responsibilities:

Owns end-to-end operational support for an assigned portfolio of business-critical SAP applications within Technology Operations, acting as the primary service contact for business, technical and vendor stakeholders

Provides visible site-level ownership for the supported application portfolio

Supports site-specific releases, upgrades, deployments, cutovers, maintenance activities and business events, including readiness assessment, local coordination, implementation support, validation and hyper care.

Maintains local support documentation, contact and escalation lists, application dependencies, critical business calendars, recovery procedures, known-error records and operational handover information

Supports site audits, access reviews, control testing, disaster recovery exercises and remediation activities, ensuring adherence to security, quality, data integrity and regulatory requirements

Partners with SAP business process owners, functional teams and technical stakeholders to align application support with business priorities, critical operational milestones and SAP release schedules

Maintains GxP-compliant operations through controlled changes, validated-state oversight, audit-trail review, access governance, data-integrity controls and inspection-ready documentation

Coordinates all aspects of BAU Support for a dedicated set of systems, tools or applications and ensure their stability, integrity & business continuity

Ensures AMS vendor services are delivered to the agreed SLA, including reviewing supplier performance based on the agreed SLAs and KPIs

Manages the lifecycle of incidents and minimize any adverse impact on business operations

Coordinates crisis management with relevant partners for major incidents

Coordinates problem management and drive identification of root causes as well as sufficient prevention of recurrences

Responsible for Application Availability, their life-cycle management and security & compliance requirements

Ensures Continuous Service Improvement, working with the vendors through effective ideation and execution of Service Improvement Plans

Collaborates with Procurement and Vendor Management organizations on supplier management

Manages Changes in the environment carefully, including coordination with vendor and other internal stakeholders

Manages application support budgets and ensures cost-effective solutions and maximum value

Key Performance Indicators

Successfully manage and exceed customer satisfaction targets

Ensure effective use of resources and supports appropriate know-how build

Operational excellence: measurement through KPIs and customer satisfaction surveys.

Continuous Service Improvements through effective ideation and execution of SIP (Service Improvement Plans)

Achievement of agreed targets in terms of quality, time and cost

Achievement of Year-On-Year Productivity Gains for applications / services.

Be a team player within AMS and with the other teams in Sandoz IT.

Proactively shares knowledge of technology risks and opportunities to build competitive advantage and improve efficiency and effectiveness of business units.

Essential Requirements:

Bachelor's degree in computer science, Information Technology or a related discipline.

10+ years of experience in IT, with a strong focus on IT Service Management.

Experience supporting SAP applications and business process integrations in a complex enterprise environment.

Strong experience managing application operations and support within large global organizations.

Hands-on experience with Incident, Problem, Change and Service Level Management processes.

Proven experience managing vendors, stakeholders and customer relationships effectively.

Experience analyzing service KPIs, operational metrics and reporting to drive performance improvements.

Ability to work independently, drive issues to resolution and deliver against deadlines in a fast-paced environment.

Strong knowledge of ITIL-based service management practices and application lifecycle management.

Excellent communication, stakeholder management and problem-solving skills with a customer-focused approach.

Fluent English, both written and spoken.

Desirable Requirements:

Experience working within the Pharmaceutical, Healthcare or other highly regulated industries.

Knowledge of GxP, compliance requirements, validation activities and regulatory standards applicable to application support environments.

You'll receive:

• Competitive compensation and benefits package.
• Flexible and hybrid working arrangements.
• Access to learning and development programs.
• Opportunities to work in a global and highly collaborative environment.
• Exposure to large-scale SAP platforms and transformation initiatives.
• Career growth opportunities within a dynamic and evolving organization.

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!

Skills Desired

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