Position: Head of IT Operations
Location: Hyderabad, India
Reports To: Chief Information & Digital Officer (CIDO)
Role Summary
The Head of IT Operations will lead comprehensive IT operations across all manufacturing plants and R&D facilities, ensuring high availability, security, and compliance with pharmaceutical regulatory requirements. This role encompasses management of IT infrastructure, applications, operational technology, and service delivery with a keen focus on enabling Pharma 4.0 digital transformation. Collaboration with specialized IT Centers of Excellence (COE)-including Infrastructure, Cybersecurity, SAP, MES, Validation and Digital teams-is critical to provide integrated, compliant, and innovative IT solutions that support manufacturing, quality and research excellence.
Key Operations & Oversee management and continuous availability of Data Centers, Network services, Cloud platforms, and End-User Computing across all sites.
- Collaborate with Infrastructure COE for capacity planning, hardware/software standardization, and future scalability.
- Deploy ITIL-based monitoring, incident, and problem management processes with joint adherence across IT COEs.
- Ensure disaster recovery, backups, and high-availability systems are designed and tested regularly to safeguard & Plant Systems Support:
- Manage IT operations related to ERP (SAP), MES, LIMS, QMS, R&D & other digital platforms in close association with respective COEs.
- Uphold GxP and Computer System Validation (CSV) standards through coordinated governance with Quality and Compliance teams.
- Rapidly resolve system disruptions by coordinating with COEs and business units to minimize production impact.
- Support continuous process improvement and integration across systems to advance digital manufacturing & Digital Operations:
- Collaborate with Cybersecurity COE to safeguard plant and corporate IT landscapes from cyber risks.
- Support implementation of Pharma 4.0 Smart Factory technologies by partnering with Digital and Cybersecurity teams.
- Assist with identity and access management, vulnerability assessments, and regulatory compliance (21 CFR Part 11, FDA, EMA requirements).
- Partner on incident response and proactive risk mitigation strategies covering IT and OT environments.
- Drive physical security solutions implementation such as CCTV & Access Control.
Vendor & Governance
- Lead multi-vendor relationships and contract negotiations aligned with company goals and regulatory compliance for IT Operations.
- Implement robust governance frameworks with KPIs and operational dashboards reflecting multi-COE collaboration.
- Manage IT operations budget prudently and identify cost optimization opportunities without compromising service quality.
People Leadership & Cross-Functional Lead IT operations managers and local site IT teams, ensuring a cohesive, service-driven culture.
- Drive collaboration and communications among IT Operations and COE teams to align initiatives, resolve issues, and deliver projects successfully.
- Mentor and develop talent, fostering a skilled and motivated workforce capable of supporting business and technological evolution.
Key Skills & Competencies
- Demonstrated leadership in complex multi-site IT operations within regulated pharmaceutical or manufacturing environments.
- Deep technical expertise spanning Infrastructure, Cloud, Cybersecurity, ERP/MES/LIMS, and Digital Operations.
- Strong experience with ITIL frameworks and process integration across multiple specialized IT teams.
- Thorough knowledge of GxP regulations, 21 CFR Part 11 compliance, and Pharma-specific IT governance.
- Skilled in vendor management, budget control, and contract negotiations in multi-vendor ecosystems.
- Excellent interpersonal, communication, and stakeholder engagement abilities.
- Proven capacity to manage hybrid IT and OT landscapes with manufacturing automation & Experience:
- Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or related discipline.
- Minimum 15 years of IT experience with 7-8 years in senior IT operations management positions.
- Extensive pharmaceutical or regulated manufacturing industry experience preferred.
- Relevant certifications such as ITIL Expert, PMP/Prince2 highly desirable.
Success Metrics
- Achieving >99% uptime for core applications and IT services across manufacturing and R&D facilities.
- Maintaining compliance with no major non-conformities in regulatory and internal audits.
- Meeting or exceeding SLA targets across all operational IT services.
- Enhancing incident management effectiveness with measurable reduction in resolution times and incident volume.
- Delivery of IT & Digital Roadmap Implementation & Service Delivery adoption of those platforms
- Delivering cost optimization and value generation from IT operations and vendor contracts.
- Building a high-performing, collaborative IT operations
(ref:iimjobs.com)
