Jobs / India / Novartis Pharmaceuticals Corporation
Director Service Integration & Management (SIAM)
Novartis Pharmaceuticals Corporation · 🌍 Hyderabad (Office)
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About the role
Job Description Summary The Director Service Integration & Management (SIAM) acts as the primary bridge between DD&IT Integrated Service Management and Business-Facing / Enterprise IT Functions. The role ensures that applications, services, and data managed within Business-Facing IT consistently operate within enterprise ITSM standards, ITIL practices, and governance frameworks defined by IT Global Process Owners. This position provides a single, consolidated view of service performance and improvement for assigned business portfolios, driving transparency, accountability, and informed decision-making. The role works closely with the Heads of Integrated Solutions (or equivalent) in Business-Facing / Enterprise IT functions to improve application performance, availability, and service experience. You will provide a single, enterprise-level view of service performance, risks, and opportunities, while driving accountability across organisational boundaries and multiple providers without direct authority. The role operates as the service integrator across Business-Facing / Enterprise IT and Integrated Service Management, ensuring alignment, coordination, and consistent service outcomes Job Description Location – Hyderabad #LI Hybrid Key Responsibilities Enterprise Service Integration & Accountability – • Establish true end-to-end service ownership across Business IT, Enterprise IT, and external providers. Eliminate siloed operations by driving service value chain alignment • Ensure consistent service outcomes across the full stack (applications, infrastructure, data, and suppliers Service Performance, Experience & Transparency - • Provide a single, consolidated view of service performance across business portfolios • Move beyond SLA reporting to drive experience-led service improvement (XLA mindset). Communicate clear, business-relevant insights that drive decision-making at senior levels Stakeholder Partnership & Influence • Act as a trusted advisor to senior Business IT leaders. Build credibility through delivery, transparency, and outcome driven insights • Lead structured service governance forums that drive decisions, not just reporting Cross-Domain Risk & Dependency Management • Identify and proactively manage cross-functional risks and systemic service issues • Drive coordinated resolution across teams and providers, ensuring minimal business impact. Provide early visibility of risks impacting service continuity and performance Continual Service Improvement (CSI) • Lead data-driven service improvement initiatives with measurable outcomes. Drive improvements in service quality, efficiency, and user experience • Leverage automation, analytics, and AI-driven insights to improve service maturity. Service Lifecycle & Portfolio Governance • Ensure clear lifecycle ownership of applications and services (build, run, retire). Drive visibility and remediation of technical debt and service risks • Align service improvements with enterprise portfolio priorities and business outcomes Governance That Delivers Outcomes • Drive adoption of ITSM processes (Incident, Problem, Change, etc.) with a focus on outcomes, not compliance alone • Translate governance frameworks into practical, scalable execution across federated teams. Balance control with agility, applying risk-based governance where appropriate. Essential Requirements: • Strong leadership experience in IT Service Management within global enterprise environments • Deep expertise in SIAM, IT Operations, service integration, and multi-vendor ecosystems • Proven ability to embed ITSM governance within business-aligned IT functions • Experience engaging senior business & IT stakeholders in matrix organizations • Track record of driving service improvement, o