Global Service Manager AMS - Critical Platform Operations

Job Description Summary

Job Description

Your Key Responsibilities:

Your responsibilities include, but are not limited to:

• Own the availability, performance, capacity, and recoverability of assigned business-critical platforms across application, infrastructure, database, cloud, and integration layers.
• Lead Priority 1 and Priority 2 incident recovery activities, ensuring timely resolution and effective stakeholder communication.
• Drive Problem Management activities, including root cause analysis and implementation of corrective actions to prevent recurring issues.
• Ensure operational readiness for system releases and project-to-operation transitions, including monitoring, access controls, runbooks, and support processes.
• Collaborate with internal teams and external vendors to manage changes, operational risks, and service improvements across the platform landscape.
• Improve platform resilience through enhanced monitoring, observability, disaster recovery testing, automation, and self-healing capabilities.
• Ensure timely remediation of vulnerabilities, audit findings, control deficiencies, and compliance requirements, maintaining appropriate documentation and evidence.
• Drive Continuous Service Improvement initiatives, leveraging performance data, stakeholder feedback, and industry best practices to enhance service quality and efficiency.
• KPI: Meet agreed availability, SLA/SLO, incident restoration, and service performance targets for assigned platforms.

What you'll bring to the role:

Essential Requirements:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
• ITIL Foundation certification or equivalent IT Service Management certification.
• 10+ years of experience in Information Technology, including at least 5 years in Application Service Management, Platform Operations, or Managed Services environments.
• Proven experience supporting high-availability and business-critical applications in complex global environments.
• Strong understanding of Incident, Problem, Change, Release, Availability, Capacity, Configuration, and Service Level Management processes.
• Experience managing cross-functional teams, vendors, and technology partners during critical incidents and operational activities.
• Knowledge of automation, disaster recovery, cyber security controls, vulnerability management, and access management practices.
• Experience analyzing operational KPIs, metrics, and service performance reports to support data-driven decisions.
• Strong communication, stakeholder management, problem-solving, and influencing skills, with a proactive and accountable approach to service delivery.
• Fluent written and spoken English.

Desirable Requirements:

• Advanced certifications in ITSM, SRE, Cloud Technologies, Project Management, or Change Management.
• Experience within the Pharmaceutical, Healthcare, or other regulated industries, including knowledge of GxP/CSV requirements.

You'll receive:

• Competitive compensation and benefits package.
• Flexible and hybrid working arrangements.
• Opportunities for continuous learning, professional development, and certification support.
• Career development within a global organization undergoing significant transformation and growth.
• Exposure to global teams, innovative technologies, and strategic business initiatives.
• An inclusive, collaborative, and purpose-driven work environment.

Why Sandoz?

Generic and Biosimilar medicines are the backbone of the global medicines industry. Sandoz, a leader in this sector, provided more than 900 million patient treatments across 100+ countries in 2024 and while we are proud of this achievement, we have an ambition to do more!

With investments in new development capabilities, production sites, new acquisitions, and partnerships, we have the opportunity to shape the future of Sandoz and help more patients gain access to low-cost, high-quality medicines, sustainably.

Our momentum is powered by an open, collaborative culture driven by our talented and ambitious colleagues, who, in return for applying their skills experience an agile and collegiate environment with impactful, flexible-hybrid careers, where diversity is welcomed and where personal growth is supported!

Join us!

Skills Desired

About Us

Our Purpose here at Sandoz is pioneering access for patients. As the global leader in 'off-patent' high quality medicines, we are able to make medicine more affordable and accessible.

Our broad global portfolio comprises of approximately 1,300 quality biosimilar and generic medicines, enabling us to provide more than 900 million patient treatments across 100+ countries per year, and while we are proud of this achievement, we have an ambition to do more!

Powered by our talented and ambitious colleagues, who, in return for dedication and skills, experience a flexible, collaborative & inclusive culture where diversity of thought is welcomed and where personal growth is nurtured!