Service Assurance Manager IAM
Hyderabad, India
5d ago

Why Novartis :

927 million : The number of lives we touched in 2017.And while we’re proud of that fact, in this world of digital and technological transformation, we must also ask ourselves this : how can we continue to improve and extend even more people’s lives.

We believe the answers are found when curious, courageous and collaborative people like you are brought together in an inspiring environment.

Where you’re given opportunities to explore the power of digital and data. Where you’re empowered to risk failure by taking smart risks.

And where you’re surrounded by people who share your determination to tackle the world’s toughest medical challenges.

We are Novartis. Join us and help us reimagine medicine.

Novartis Business Services IT (NBS IT) is working to support Novartis to deliver better patient outcomes through innovative use of information and technology.

As technology is reshaping the healthcare industry, IT will be a differentiator for our businesses, inspiring new ideas and enabling Novartis to reimagine medicine.

To continue to add even greater value for the business we need to have the right people with the right capabilities in the right location.

We need to be customer-oriented and focus on bringing the best services and solutions to the business both globally and locally to support our patients.

NBS IT offers this extraordinary work experience with a real opportunity to develop in a highly fast-paced technology-driven environment where collaboration and innovation are at the heart of who we are and what we do.

Position Purpose :

The IAM Service Assurance Manager is an IT service management expert who oversees the whole ITIL stack for the Novartis global identity, authentication and access management portfolio of services ensuring optimal service availability as well as flawless delivery of services levels and environment changes, all while leveraging performance indicators towards ever-

evolving continuous service improvement.

The IAM Service Assurance Manager is also responsible for the management of vendors associated to the delivery of the IAM service portfolio.

This includes overseeing contractual health and performance, adherence to Novartis security and compliance controls, as well as continuous and sustainable improvement on service delivery.

Major Accountabilities :

Achieve most efficient service operations :

  • Maintain IAM system information and controls associated to change management.
  • Guarantee service delivery and support in accordance with Service Level Agreements based on and aligned to IT / business requirements.
  • Ensure continuous improvement, rationalization and management of existing systems and operations.
  • Ensure proper implementation of global standards, policies and systems platforms.
  • Ensure external partners support system operations / development / integration efficiently and effectively ensuring reliability, competence, flexibility and cost effectiveness.
  • KPIs / Measures of Success :

  • Successful delivery of service transitions, service releases and change management efforts on end-to-end service delivery and operations.
  • Consistent satisfaction of service levels with sustainable continuous improvement efforts.
  • Remediation and improvement plans delivered timely and in adherence to security, quality and compliance controls.
  • Maintenance of IAM service catalogue with SLAs and OLAs documented accurately.
  • About Novartis

    Novartis provides innovative healthcare solutions that address the evolving needs of patients and societies. Headquartered in Basel, Switzerland, Novartis offers a diversified portfolio to best meet these needs : innovative medicines, cost-

    saving generic and biosimilar pharmaceuticals and eye care. Novartis has leading positions globally in each of these areas.

    In 2016, the Group achieved net sales of USD 48.5 billion, while R&D throughout the Group amounted to approximately USD 9.

    0 billion. Novartis Group companies employ approximately 121,000 full-time-equivalent associates. Novartis products are sold in approximately 155 countries around the world.

    For more information, please visit http : / /

    Minimum requirements

    Degree or relevant equivalent experience English and other local language if needed Overall 12 + , years Operational and Service Management experience and ITIL processes. (TBU)

  • Solid background in Service Delivery, Service Operations and overall end-to-end Service Management.
  • Solid background in Information and IT Security, and Risk Management
  • Experience with IAM technologies (Active Directory, Cyberark, PKI, Oracle Identity Manager...)
  • Experience in GxP, SOX, HIPAA and other regulations affecting pharma industry
  • Knowledge & Skills

  • Solid expertise on ITIL and ITSM processes managing service delivery.
  • Solid expertise managing and negotiating large and complex service contracts.
  • Solid understanding of Identity and Access Management technologies.
  • Solid experience implementing new processes and methodologies in complex global organizations.
  • Thorough understanding and knowledge of regulated industries, healthcare and financial services.
  • Dynamic team player capable of delivering under demanding timelines
  • Demonstrated leadership skills with the ability to engage geographically or functionally dispersed teams with multitude of viewpoints on issues
  • Ability to facilitate meetings and a strong collaborative mindset
  • Apply
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