Regional Service Manager Americas

• Responsible for holistic IT Service Management, including all ITIL processes, Service Operations, operational quality management oversight, continual service improvement, and supplier operational governance.

• Govern service operations, service transition, quality, compliance, and audit readiness of services delivered.

• Manage a service operation with standardized services, processes, and tools to provide efficient, high-quality services.

• Provide maximum business value through effective management of IT resources (people, financial resources, and services).

• Meet customer and internal IT service levels, proactively driving continuous service improvement in collaboration with the Service Excellence team.

• Contribute to operational excellence and continuous improvement in service quality across TT.

• Own and drive service delivery, ensuring adherence to SLAs and service continuity to meet consumer needs.

Major Accountabilities:

• Ensure all contracted SLA reports from suppliers are accurate; address challenges with ITSMO and drive improvements.

Key Performance Indicators:

• Stable, compliant, secure, and cost-effective operations measured by availability, performance, capacity metrics, with continuous YOY cost reductions.
• No major business disruptions; rapid responsiveness and recovery for critical incidents/issues.
• Speed and agility in service delivery to users.
• Achievement of operational targets, SLAs, and KPIs.
• Operational efficiencies through suppliers and process control.
• Learning agility and ability to evaluate and launch new services and capabilities.
• Productivity gains and defect reduction via continuous improvement.
• Implementation of automation-led programmable infrastructure and platform services.
• Establish a clear technical vision, strategy, and execute against the plan.
• Maintain compliance with applicable IGM/ISRM policies.
• Support quality activities and resolve issues.
• Exhibit strong cross-functional leadership.
• Manage risks and ambiguity effectively.
• Patient/client-oriented with excellent communication skills.
• Effective operations management and execution.

Skills:

• Budget management
• Effective communication skills
• IT governance
• IT service management
• Performance management
• Problem-solving skills
• Quality assurance
• Stakeholder management

You’ll receive:

A breakdown of benefits, including flexible working and learning and development opportunities.

Why Sandoz?

As a leader in the global medicines industry, Sandoz provided over 900 million patient treatments across 100+ countries in 2024. We aim to do more by investing in new capabilities, sites, acquisitions, and partnerships to shape the future and help more patients access affordable, high-quality medicines sustainably.

Our culture is open, collaborative, driven by talented colleagues, offering agile, flexible careers that value diversity and support personal growth.

Commitment to Diversity & Inclusion:

We strive to build an inclusive environment with diverse teams reflecting the communities we serve.

This site targets a global audience.