Associate Director (Delivery ITIL in Medical / Pharma domain) Company Description ??We're Nagarro . We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight.

We work at a scale — across all devices and digital mediums, and our people exist everywhere in the world (18000+ experts across 36 countries, to be exact). Our work culture is energetic and non-hierarchical. We are looking for great new colleagues.

That is where you come in!

Requirements 12+ years of IT experience, including 10+ years managing projects and operations within the Medical and Pharmaceutical domain. Proven experience leading large-scale operations and transformation programs in the pharmaceutical industry. Strong understanding and practical application of ITIL processes and service management frameworks.

Experience managing ETL operations, data integration, and data-driven business processes. Expertise in incentive compensation operations, sales compensation programs, or incentive management strategies. Demonstrated experience defining, implementing, and monitoring operational KPIs and performance metrics.

Strong experience managing 24x7 support operations and ensuring SLA compliance. Excellent stakeholder management, client engagement, and business communication skills. Strong problem-solving, decision-making, and leadership capabilities.

Experience working with geographically distributed and cross-functional teams. Ability to drive operational excellence, process optimization, and continuous improvement initiatives. Willingness to work from Pune office.





Responsibilities Manage and oversee operations projects within the Medical and Pharmaceutical domain, ensuring alignment with business objectives and strategic priorities. Lead end-to-end project delivery, ensuring timelines, quality standards, and operational goals are consistently achieved. Implement ITIL best practices to improve operational efficiency, service management, and delivery performance.

Drive transformation and process improvement initiatives across pharma operations through innovation and automation. Define, track, and optimize operational KPIs to measure team performance and business outcomes. Manage ETL-related operational processes, ensuring data quality, accuracy, and seamless information flow.

Oversee incentive compensation operations, ensuring accurate processing, reporting, and compliance with business rules. Ensure seamless 24x7 operational support while maintaining adherence to SLAs and operational commitments. Conduct weekly, monthly, and quarterly business reviews with stakeholders, providing performance insights and action plans.

Collaborate with cross-functional teams, including business, technology, and operations stakeholders, to drive successful project outcomes. Identify operational risks, implement mitigation strategies, and ensure business continuity. Foster a culture of continuous improvement, operational excellence, and customer-centric service delivery.

Provide leadership, mentoring, and guidance to project and operations teams.

Qualifications Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field.

Experience Level Mid Level

📌 Associate Director - ITIL Delivery in Medical and Pharmaceutical Domain (Pune)
🏢 Nagarro Softwares
📍 Pune