Service Delivery

Nagarro; Pune District; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Nagarro is seeking a highly experienced Service / Project Manager with 10+ years in IT, including 8+ years in ETL operations projects within the Medical and Pharma domain. The role emphasizes ITIL (ServiceNow) processes, transformation leadership, and process automation to drive efficiency and performance.

The candidate will lead cross-functional teams, ensure 24x7 support with SLA adherence, and develop KPI-driven governance across stakeholders while delivering high-quality, business-critical

Qualifications

• 10+ years of IT experience and 8+ years of managing projects, preferably in Medical/Pharma domains.
• Strong understanding of ITIL processes and their application in operations management.
• Proven experience leading transformation projects in pharma industries.
• Expertise in developing and implementing incentive compensation strategies.
• Demonstrated ability to define and implement KPIs for operational performance.
• Extensive experience managing 24x7 operations and ensuring SLA compliance.
• Excellent communication and stakeholder management skills.

Responsibilities

• Manage and oversee operations projects within Medical and Pharma domains, aligning with business objectives.
• Implement ITIL best practices to enhance operational efficiency and service delivery.
• Lead transformation initiatives in pharma with focus on process improvement and innovation.
• Identify and implement relevant KPIs to measure performance of operations teams.
• Ensure 24x7 operational support and service delivery in line with SLAs.
• Identify and address project risks early to avoid stakeholder conflicts.
• Drive automation to reduce manual activities and optimize processes with cross-functional teams.
• Conduct regular business reviews (weekly, monthly, quarterly) with stakeholders to assess performance.
• Proactively govern projects and conduct internal reviews to ensure ops quality.
• Manage demanding and business-critical projects and maintain high customer satisfaction.

Skills

ITIL processes

ServiceNow

ETL operations

Stakeholder management

Automation

Project governance

Pharma domain

KPIs definition

Tools

ServiceNow

Job description

Job Summary

We are seeking a highly experienced Service / Project Manager with over 10+ years of IT experience, including 8+ years in managing ETL operations projects specifically within the Medical and Pharma domain. The ideal candidate will possess a deep understanding of ITIL (ServiceNow) processes, a proven track record in driving transformation projects in the pharmaceutical sector, and expertise in ETL and incentive compensation operations.

Key Responsibilities

• Manage and oversee operations projects within the Medical and Pharma domain, ensuring alignment with business objectives.
• Implement ITIL best practices to enhance operational efficiency and service delivery.
• Lead transformation initiatives in the pharma domain, focusing on process improvement and innovation.
• Identify and implement relevant KPIs to effectively measure the performance of operations teams.
• Ensure 24x7 operational support and service delivery, adhering to established SLAs.
• Able to identify and address project risks at initial to avoid conflicts with stakeholders.
• Extensive in driving automations to reduce manual activities or process optimization. Collaborate with respective stakeholders to plan and resolve any blockers in driving the CSIs / automation ideas.
• Conduct regular business reviews (weekly, monthly, and quarterly) with stakeholders to assess performance and address challenges.
• Proactive in project governess and conducting internal projects reviews on regular basis to ensure ops quality
• Experience in managing demanding and business critical projects.
• Collaborate with cross-functional teams to drive project success and maintain high levels of customer satisfaction.
• Ensuring regular updates of knowledge articles and their relevance in ops.

Qualifications

• 10+ years of experience in IT, with at least 8 years managing projects preferably in the Medical and Pharma domain.
• Strong understanding of ITIL processes and their application in operational management.
• Proven experience in leading transformation projects in the pharma industry.
• Expertise in developing and implementing incentive compensation strategies.
• Demonstrated ability to define and implement KPIs for operational performance.
• Extensive experience in managing 24x7 operations and ensuring compliance with SLAs.
• Excellent communication and stakeholder management skills.