Global Service Manager AMS - Enhancement Governance

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!

The Global Service Manager AMS – Enhancements is accountable for end-to-end governance of enhancement demand across the global AMS portfolio, from intake and assessment through delivery, release, and closure. This role partners with business stakeholders, application owners, AMS providers, and technology teams to ensure enhancements are delivered efficiently, compliantly, and within agreed scope, capacity, and commercial frameworks while protecting production stability and validated environments.

Job Description

Global Service Manager AMS – Enhancement Governance

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!

Job Summary

Accountable for end-to-end governance of enhancement demand across the global AMS portfolio—from intake, assessment and prioritisation through delivery, release and closure. The role aligns business, application owners, EAS/SST’s, Architecture, Infrastructure, Quality, Cybersecurity, Finance and AMS providers to deliver value within approved scope, capacity, compliance and commercial guardrails while protecting production stability and the validated state.

Your Key Responsibilities

Your responsibilities include, but are not limited to:

Major accountabilities: 

• Lead the global AMS enhancement lifecycle and deliver measurable business value.
• Own enhancement intake, classification, estimation, prioritisation, approval, delivery, release, acceptance and closure.
• Maintain a transparent demand pipeline covering value, priority, scope, ownership, effort, cost, capacity, dependencies, compliance impact and delivery status.
• Apply agreed scope and commercial criteria, delivering routine enhancements within AMS and routing material process, architecture, integration, security, compliance or support-model changes through major-enhancement or project governance.
• Coordinate solution, risk, effort and operational-impact assessments across EAS/SST’s, Architecture, Infrastructure, Quality, Cybersecurity and AMS providers.
• Drive value-based prioritisation, capacity allocation, delivery planning and recovery actions; hold providers accountable for estimates, quality, timelines, documentation and risk escalation.
• Ensure compliance with SDLC, change, release, testing, validation, cybersecurity, data-integrity and GxP/CSV controls.
• Confirm production readiness, including support ownership, knowledge transfer, CMDB, monitoring, access, recovery, Service Desk documentation and hyper care.
• Maintain clear boundaries: AMS governs and coordinates delivery; EAS/application owners' own strategy, prioritisation and solution approval; Infrastructure executes changes within its control.
• Report demand, backlog, capacity, delivery, quality, risk, compliance and benefits; improve cycle time, estimation, automation, reuse and productivity.
• Own Internal CAB and govern all incoming enhancements
• Working closely with Change Process Owners from Sandoz IT

Minimum Requirements

What you’ll bring to the role:

·       10+ years in IT, including 5+ years in application service, enhancement, demand, portfolio or managed-service delivery.

·       Proven global, multi-supplier enhancement governance across intake, estimation, prioritisation, capacity, delivery, release and benefits.

·       Strong SDLC, ITIL, agile, operational-transition and commercial knowledge; experience with ServiceNow or comparable platforms.

·       Experience in regulated environments; life sciences, GxP/CSV, data integrity, cybersecurity and audit knowledge preferred.

·       Strong supplier management, analytics, facilitation, negotiation, executive communication and cross-functional leadership.

Qualifications

• Degree in Computer Science, Information Technology, Engineering or equivalent
• ITIL Foundation required.
• Advanced service, project, agile, cloud, validation or change certification desirable

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!

#Sandoz

Skills Desired

Budget Management, Communication Skills, Incident Management, IT Governance, IT Service Management, Performance Management, Problem Solving Skills, Quality Assurance, Stakeholder Management