Global Service Manager, AMS - SAP

(FCRS = BR012) SANDOZ DO BRASIL IND FARMACEUTICA LTDA; Telangana; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Sandoz is seeking a Global Service Manager, AMS - SAP to lead end-to-end operational support for a portfolio of SAP applications within Technology Operations. You will own site-level delivery, coordinate releases, and ensure alignment with business priorities across regions. Strong ITIL, incident/problem/change management and vendor relations skills are essential.

Fluent English required. This role demands 10+ years in IT with SAP experience in large global organizations, excellent

Qualifications

• Bachelor's degree in computer science, IT or related discipline.
• 10+ years IT experience with strong ITSM focus.
• Experience supporting SAP applications and integrations in a complex enterprise environment.
• 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 spoke.

Responsibilities

• Own 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 SIP (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.

Skills

IT Service Management

SAP Support

Incident Management

Problem Management

Vendor Management

Stakeholder Management

ITIL Practices

Change Management

Communication Skills

Education

Bachelors in IT/CS

Tools

SAP

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.

What you'll bring to the role:

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 spoke