Job Description Summary
Sandoz continues to go through an exciting and transformative period as a global leader and pioneering provider of sustainable Biosimilar and Generic medicines. As we continue down this new and ambitious path, unique opportunities will present themselves, both professionally and personally. Join us, the future is ours to shape!
As a Global Service Manager, AMS - SAP, you will play a key role in managing and supporting Sandoz's global SAP application portfolio. Working within the centralized Application Management Services (AMS) organization, you will ensure operational excellence, drive service improvements, and deliver reliable SAP support services to business users across multiple regions.
Job Description
Your Key Responsibilities:
Owns end-to-end operational support for an assigned portfolio of business-critical SAP applications within Technology Operations, acting as the primary service contact for business, technical and vendor stakeholders
Provides visible site-level ownership for the supported application portfolio
Supports site-specific releases, upgrades, deployments, cutovers, maintenance activities and business events, including readiness assessment, local coordination, implementation support, validation and hyper care.
Maintains local support documentation, contact and escalation lists, application dependencies, critical business calendars, recovery procedures, known-error records and operational handover information
Supports site audits, access reviews, control testing, disaster recovery exercises and remediation activities, ensuring adherence to security, quality, data integrity and regulatory requirements
Partners with SAP business process owners, functional teams and technical stakeholders to align application support with business priorities, critical operational milestones and SAP release schedules
Maintains GxP-compliant operations through controlled changes, validated-state oversight, audit-trail review, access governance, data-integrity controls and inspection-ready documentation
Coordinates all aspects of BAU Support for a dedicated set of systems, tools or applications and ensure their stability, integrity & business continuity
Ensures AMS vendor services are delivered to the agreed SLA, including reviewing supplier performance based on the agreed SLAs and KPIs
Manages the lifecycle of incidents and minimize any adverse impact on business operations
Coordinates crisis management with relevant partners for major incidents
Coordinates problem management and drive identification of root causes as well as sufficient prevention of recurrences
Responsible for Application Availability, their life-cycle management and security & compliance requirements
Ensures Continuous Service Improvement, working with the vendors through effective ideation and execution of Service Improvement Plans
Collaborates with Procurement and Vendor Management organizations on supplier management
Manages Changes in the environment carefully, including coordination with vendor and other internal stakeholders
Manages application support budgets and ensures cost-effective solutions and maximum value
Key Performance Indicators
Successfully manage and exceed customer satisfaction targets
Ensure effective use of resources and supports appropriate know-how build
Operational excellence: measurement through KPIs and customer satisfaction surveys.
Continuous Service Improvements through effective ideation and execution of SIP (Service Improvement Plans)
Achievement of agreed targets in terms of quality, time and cost
Achievement of Year-On-Year Productivity Gains for applications / services.
Be a team player within AMS and with the other teams in Sandoz IT.
Proactively shares knowledge of technology risks and opportunities to build competitive advantage and improve efficiency and effectiveness of business units.
What you'll bring to the role:
What you'll bring to the role:
Essential Requirements:
Bachelor's degree in…