Associate Director (Delivery ITIL in Medical / Pharma domain)

Job description

**We're Nagarro.** We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at a scale across all devices and digital mediums, and our people exist everywhere in the world (18000+ experts across 36 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in! **Requirements** - Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field. - 12+ years of IT experience, including 10+ years managing projects and operations within the Medical and Pharmaceutical domain. - Proven experience leading large-scale operations and transformation programs in the pharmaceutical industry. - Strong understanding and practical application of ITIL processes and service management frameworks. - Experience managing ETL operations, data integration, and data-driven business processes. - Expertise in incentive compensation operations, sales compensation programs, or incentive management strategies. - Demonstrated experience defining, implementing, and monitoring operational KPIs and performance metrics. - Strong experience managing 24x7 support operations and ensuring SLA compliance. - Excellent stakeholder management, client engagement, and business communication skills. - Strong problem-solving, decision-making, and leadership capabilities. - Experience working with geographically distributed and cross-functional teams. - Ability to drive operational excellence, process optimization, and continuous improvement initiatives. - Willingness to work from Pune office. **Responsibilities** - Manage and oversee operations projects within the Medical and Pharmaceutical domain, ensuring alignment with business objectives and strategic priorities. - Lead end-to-end project delivery, ensuring timelines, quality standards, and operational goals are consistently achieved. - Implement ITIL best practices to improve operational efficiency, service management, and delivery performance. - Drive transformation and process improvement initiatives across pharma operations through innovation and automation. - Define, track, and optimize operational KPIs to measure team performance and business outcomes. - Manage ETL-related operational processes, ensuring data quality, accuracy, and seamless information flow. - Oversee incentive compensation operations, ensuring accurate processing, reporting, and compliance with business rules. - Ensure seamless 24x7 operational support while maintaining adherence to SLAs and operational commitments. - Conduct weekly, monthly, and quarterly business reviews with stakeholders, providing performance insights and action plans. - Collaborate with cross-functional teams, including business, technology, and operations stakeholders, to drive successful project outcomes. - Identify operational risks, implement mitigation strategies, and ensure business continuity. - Foster a culture of continuous improvement, operational excellence, and customer-centric service delivery. - Provide leadership, mentoring, and guidance to project and operations teams.