STADA PHARMA SERVICES INDIA PRIVATE LIMITED

Job Title: Global IT Service Manager

Location: Jui Nagar, Navi Mumbai, India (Hybrid working model)

Terms: Full time

About us:

STADA is a leading manufacturer of high-quality pharmaceuticals. With a long-standing heritage rooted in pharmacies, we are perceived as a reliable and trustworthy partner for more than 125 years. With our products, we help people protect and regain a dignified and able life. With our proven Generics, we ensure that everyday health remains affordable. To our employees, we offer an attractive working environment in which they can develop personally and professionally.

About the role:

The Global IT Service Manager is a key member of the Global IT Infrastructure & Operations organization, responsible for driving service excellence across STADA's global IT landscape.

This role owns the governance, continuous improvement, and operational effectiveness of core IT Service Management (ITSM) practices, ensuring that IT services are delivered consistently, securely, and in alignment with business expectations. The position serves as the central point of coordination between internal IT teams, service providers, business stakeholders, and strategic partners to improve service quality, customer experience, operational efficiency, and business outcomes.

This role offers a unique chance to shape the future of IT Service Management at STADA, supporting strategic initiatives such as AI-enabled service delivery, service automation, service quality measurement, knowledge management, and IT operations transformation

Job Responsibilities:

1. Ownership of the IT Service Management processes

- Own and continuously improve ITSM processes aligned with ITIL best practices and STADA's operating model
- Ensure effective adoption, execution, governance, and compliance of Incident, Major Incident, Change, Problem, Request Fulfilment, Configuration Management, and Knowledge Management processes
- Lead process maturity initiatives and drive continuous improvement across the IT organization
- Act as Global Major Incident Manager during critical service disruptions, coordinating technical teams and stakeholder communications
- Serve as Change Manager,



facilitating CAB activities and ensuring controlled introduction of changes into production environments
- Define, monitor, and report process KPIs, SLAs, and service quality metrics
- Drive root cause analysis, post-incident reviews, and systemic improvement actions

2. Service Quality & Operational Excellence

- Own the service quality framework for IT Infrastructure & Operations services
- Lead Service Improvement Plans (SIPs) and continuous improvement initiatives
- Promote automation, self-service, AI-driven support capabilities, and shift-left practices
- Drive improvements in service availability, reliability, and user experience across the global IT landscape
- Support implementation of observability, monitoring, and performance reporting capabilities

3. Service Portfolio, Service Catalogue & CMDB

- Own governance and lifecycle management of the IT Service Catalogue
- Ensure accuracy, completeness, and ongoing improvement of CMDB and service relationship data
- Define service ownership models, service definitions, operational procedures, and support structures
- Establish and optimize support interfaces, OLAs, and cross-functional operating procedures

4. Relationship to the business (Organize day-to-day service delivery including):

- Govern strategic service providers and outsourced operational partners
- Define service level requirements and manage vendor performance against contractual commitments
- Lead regular Service Reviews, Operational Reviews, and Continual Improvement discussions
- Drive accountability for SLA achievement, incident resolution, quality improvements, and customer satisfaction
- Support sourcing activities, contract renewals, service transitions, and service onboarding initiatives.

5. Business & Stakeholder Engagement:

- Act as a trusted advisor for IT service delivery and service quality topics
- Represent Global IT Infrastructure & Operations in service governance forums and stakeholder meetings




- Partner with business and IT leaders to identify service improvement opportunities
- Ensure transparent communication and executive-level reporting during service disruptions, major incidents, and improvement initiatives

6. Reporting & Analytics

- Develop executive dashboards and service performance reports
- Analyze service trends and identify opportunities for optimization and automation
- Present service performance, risks, and improvement plans to senior leadership
- Maintain governance processes, reporting cadences, and service management forums

7. Financial management support

- Support budget planning, forecasting, and financial governance for IT Infrastructure & Operations services
- Build business cases and cost-benefit analyses for service improvement initiatives and technology investments
- Track service-related costs and identify optimization opportunities
- Support procurement, vendor evaluation, and RFP activities in collaboration with Sourcing, Legal, Security, and other stakeholders

Success Metrics (XLAs/SLRs)

- Major Incident Response and Resolution Performance
- Request Fulfilment Performance
- IT Service Availability
- Change Success Rate
- Reduction of Change-Induced Incidents
- Service Quality and Customer Experience (CSAT/NPS)
- Budget Adherence and Forecast Accuracy in IT Infrastructure and operations
- CMDB and Service Catalogue Quality
- Service Delivery Improvement

Key Competencies Required:

- Bachelors degree in computer science, Information Technology, or a related field.
- 6–8 years of IT Service Management (ITSM)
- Strong understanding of ITIL processes and service delivery governance
- Hands-on experience with ITSM platforms such as ServiceNow, Microsoft Dynamics 365 Customer Service, or equivalent.
- Proficiency with Microsoft Teams/Voice, Azure AI tools, and Power BI for reporting is an advantage.
- ITIL v4 certification preferred; KCS Practitioner or Lean/Six Sigma a plus.
- Excellent communication, interpersonal, and stakeholder management skills.
- Customer-focused mindset with strong problem-solving abilities.

Compliance & Ways of Working

Operate within STADA MSA/SOW, ITIL practices, and DPA/privacy controls; maintain audit-ready records and reporting.

📌 Global IT Service Manager (Navi Mumbai)
🏢 STADA PHARMA SERVICES INDIA PRIVATE
📍 Navi Mumbai