Director Service Integration & Management (SIAM)

Enterprise Service Integration & Accountability –

• Establish true end-to-end service ownership across Business IT, Enterprise IT, and external providers. Eliminate siloed operations by driving service value chain alignment
• Ensure consistent service outcomes across the full stack (applications, infrastructure, data, and suppliers

Service Performance, Experience & Transparency-

• Provide a single, consolidated view of service performance across business portfolios
• Move beyond SLA reporting to drive experience-led service improvement (XLA mindset). Communicate clear, business-relevant insights that drive decision-making at senior levels

Stakeholder Partnership & Influence

• Act as a trusted advisor to senior Business IT leaders. Build credibility through delivery, transparency, and outcome driven insights
• Lead structured service governance forums that drive decisions, not just reporting

Cross-Domain Risk & Dependency Management

• Identify and proactively manage cross-functional risks and systemic service issues
• Drive coordinated resolution across teams and providers, ensuring minimal business impact. Provide early visibility of risks impacting service continuity and performance

Continual Service Improvement (CSI)

• Lead data-driven service improvement initiatives with measurable outcomes. Drive improvements in service quality, efficiency, and user experience
• Leverage automation, analytics, and AI-driven insights to improve service maturity.

 Service Lifecycle & Portfolio Governance

• Ensure clear lifecycle ownership of applications and services (build, run, retire). Drive visibility and remediation of technical debt and service risks
• Align service improvements with enterprise portfolio priorities and business outcomes

 Governance That Delivers Outcomes

• Drive adoption of ITSM processes (Incident, Problem, Change, etc.) with a focus on outcomes, not compliance alone
• Translate governance frameworks into practical, scalable execution across federated teams. Balance control with agility, applying risk-based governance where appropriate.

Essential Requirements:

• Strong leadership experience in IT Service Management within global enterprise environments

• Deep expertise in SIAM, IT Operations, service integration, and multi-vendor ecosystems
• Proven ability to embed ITSM governance within business-aligned IT functions
• Experience engaging senior business & IT stakeholders in matrix organizations
• Track record of driving service improvement, operational excellence, and compliance
• Ability to influence without authority and drive end-to-end accountability across teams
• Translate governance into measurable business outcomes in complex, ambiguous environments
• Demonstrated leadership in driving consistency, trust, continuous improvement, and innovation across global team

Desirable Requirements:

• Advanced degree or equivalent professional experience
• Experience using automation, analytics, or artificial intelligence to improve service maturity.

You’ll receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook. https://www.novartis.com/careers/benefits-rewards

Commitment to Diversity and Inclusion:  
Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.  

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