Director Service Integration & Management (SIAM)

Role overview

Director Service Integration & Management (SIAM) at Novartis

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.

Responsibilities

• Build credibility through delivery, transparency, and outcome driven insightsLead structured service governance forums that drive decisions, not just reportingCross-Domain Risk & Dependency ManagementIdentify and proactively manage cross-functional risks and systemic service issuesDrive coordinated resolution across teams and providers, ensuring minimal business impact.
• Drive improvements in service quality, efficiency, and user experienceLeverage automation, analytics, and AI-driven insights to improve service maturity.
• Drive visibility and remediation of technical debt and service risksAlign service improvements with enterprise portfolio priorities and business outcomes Governance That Delivers OutcomesDrive adoption of ITSM processes (Incident, Problem, Change, etc.) with a focus on outcomes, not compliance aloneTranslate governance frameworks into practical, scalable execution across federated teams.

Employment details

• Location: Hyderabad (Office) [India]

About the employer

• Balance control with agility, applying risk-based governance where appropriate.Essential Requirements:Strong leadership experience in IT Service Management within global enterprise environmentsDeep expertise in SIAM, IT Operations, service integration, and multi-vendor ecosystemsProven ability to embed ITSM governance within business-aligned IT functionsExperience engaging senior business & IT stakeholders in matrix organizationsTrack record of driving service improvement, operational excellence, and complianceAbility to influence without authority and drive end-to-end accountability across teamsTranslate governance into measurable business outcomes in complex, ambiguous environmentsDemonstrated leadership in driving consistency, trust, continuous improvement, and innovation across global teamDesirable Requirements:Advanced degree or equivalent professional experienceExperience using automation, analytics, or artificial intelligence to improve service maturity.You’ll receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook. https://www.novartis.com/careers/benefits-rewardsCommitment to

Additional role details

• 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 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 Location – Hyderabad #LI HybridKey ResponsibilitiesEnterprise 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 alignmentEnsure consistent service outcomes across the full stack (applications, infrastructure, data, and suppliersService Performance, Experience & Transparency-Provide a single, consolidated view of service performance across business portfoliosMove beyond SLA reporting to drive experience-led service improvement (XLA mindset).
• Communicate clear, business-relevant insights that drive decision-making at senior levelsStakeholder Partnership & InfluenceAct as a trusted advisor to senior Business IT leaders.
• Provide early visibility of risks impacting service continuity and performanceContinual Service Improvement (CSI)Lead data-driven service improvement initiatives with measurable outcomes.
• Service Lifecycle & Portfolio GovernanceEnsure clear lifecycle ownership of applications and services (build, run, retire).
• Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.
• Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network