Associate Director (Delivery ITIL in Medical / Pharma domain)

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

• 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.

Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field.