Group Expert - IT Service Delivery & Governance at Octapharma

, , -

Full Time

Start Date

Immediate

Expiry Date

29 Aug, 26

Salary

0.0

Posted On

31 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Service Management, ITIL, Service Level Management, Knowledge Management, SLA/OLA Management, SOP Development, Service Governance, Stakeholder Management, Continuous Service Improvement, ServiceNow, Operating Model Design, Change Leadership, Cross-functional Collaboration, Performance Metrics, RACI Models, Service Catalog Management

Industry

Pharmaceutical Manufacturing

Description

Job Summary The Group Expert – IT Service Delivery & Governance is a strategic individual contributor responsible for establishing and maturing IT as a service-oriented organization. This role defines and governs business-aligned IT services by implementing service ownership, formalizing SLAs with business stakeholders, and establishing OLAs across IT teams. The position ensures services are clearly defined, measurable, and consistently delivered, while driving accountability, standardization, and transparency across the organization. As a key partner to Platform Owners and Business Relationship Managers, this role bridges business expectations with IT execution and plays a critical role in advancing service delivery maturity. This is What You’ll Do Service Definition & Ownership Define and structure IT services in partnership with Platform Owners and business stakeholders Establish clear service boundaries, ownership, and accountability models Develop and maintain a business-aligned service catalog Ensure services are documented in a consistent and understandable format SLA & OLA Management Define, negotiate, and implement SLAs aligned to business priorities Establish and enforce OLAs across IT teams to support SLA delivery Ensure alignment and traceability between SLAs and OLAs Drive adoption and compliance across teams Service Governance & Performance Define and track service performance metrics (e.g., availability, responsiveness, quality) Implement reporting and dashboards to provide transparency to stakeholders Lead regular service reviews and governance forums Identify performance gaps and drive corrective actions SOP Development & Operational Standardization Define, document, and maintain Standard Operating Procedures (SOPs) for service delivery and support processes Ensure SOPs are aligned with SLAs, OLAs, and service expectations Drive consistency in execution across teams through standardized procedures Follow established governance for SOP lifecycle management, including regular reviews and updates Knowledge Management Governance Establish and govern knowledge management practices across IT services Define standards for knowledge creation, documentation, and maintenance Ensure knowledge articles support incident resolution, service support, and user enablement Drive adoption of knowledge-centered service (KCS) principles where appropriate Partner with teams to ensure knowledge is accurate, accessible, and continuously improved Cross-Functional Alignment Partner with Platform Owners to drive end-to-end service accountability Clarify dependencies, responsibilities, and escalation paths across teams Support the transition from technology ownership to service ownership Align IT delivery with business expectations through ongoing engagement Continuous Improvement Establish a structured approach to Continuous Service Improvement (CSI) Use performance data, SOP adherence, and knowledge gaps to identify improvement opportunities Drive prioritization of improvements based on business impact Governance Frameworks & Enablement Define and maintain governance frameworks, including SLAs, OLAs, SOPs, knowledge standards, service reviews, and RACI models Align practices with ITIL principles while adapting to organizational needs Support development of service management standards and operating models Enable teams through guidance, training, and adoption support Organizational Change Drive the shift from technology-focused delivery to a service-oriented mindset Promote accountability, standardization, and knowledge sharing across IT Act as a change agent supporting service transformation initiatives This is What it Takes Required Qualifications: 7+ years of experience in IT Service Management, Service Delivery, or IT Operations Strong understanding of ITIL principles, especially Service Level Management, Knowledge Management, and Continuous Improvement Proven experience defining and managing SLAs and/or OLAs Experience developing SOPs and implementing knowledge management practices Experience working in complex, matrixed organizations Strong stakeholder management and influencing skills Preferred Qualifications: ITIL certification (Foundation or higher) Experience in service transformation or operating model evolution Experience with ServiceNow or similar ITSM platforms Exposure to global service delivery models Key Competencies: Service-oriented mindset Strong communication and stakeholder influence Ability to translate business needs into measurable services Governance and operating model design Data-driven decision-making Change leadership and organizational transformation Cross-functional collaboration Physical Requirements Ability to sit for extended periods of time Ability to use a computer and other office equipment Ability to occasionally lift and carry up to 20 pounds Ability to reach, bend, and stoop as necessary Ability to communicate effectively, both verbally and in writing Ability to focus and concentrate on tasks for extended periods Ability to navigate the office environment safely, including stairs and elevators (if applicable) Ability to travel up to 20% via airplane or vehicle (if applicable) Ability to use assistive devices if needed for mobility or communication Do Satisfying Work. Earn Real Rewards and Benefits

Responsibilities

Establish and mature IT as a service-oriented organization by defining service ownership, SLAs, and OLAs. Drive operational standardization through SOP development and govern knowledge management practices across IT services.