Service Delivery Partner – India

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Job Description

The Future Begins Here

At Takeda, we are leading digital evolution and global transformation. By building innovative solutions and future-ready capabilities, we are meeting the need of patients, our people, and the planet.

Bengaluru, the city, which is India’s epicenter of Innovation, has been selected to be home to Takeda’s recently launched Innovation Capability Center. We invite you to join our digital transformation journey. In this role, you will have the opportunity to boost your skills and become the heart of an innovative engine that is contributing to global impact and improvement.  

At Takeda’s ICC we Unite in Diversity

Takeda is committed to creating an inclusive and collaborative workplace, where individuals are recognized for their backgrounds and abilities they bring to our company. We are continuously improving our collaborators journey in Takeda, and we welcome applications from all qualified candidates. Here, you will feel welcomed, respected, and valued as an important contributor to our diverse team.

OBJECTIVES/PURPOSE

• Serves as the Business Partner face-off for all Infrastructure and Operations related Services and Projects for all India that includes Local Business offices and Innovation Capability Center (ICC)
• Partners closely with the assigned Business Partner(s) to collaborate on services and support; develops understanding of the business objectives and technical support requirements; supports development and delivery of required Technology Operations support and services; and serves as the single-point-of-contact (SPOC) for all Technology Operations services required.
• Responsible for ensuring Technology Operations Delivery.
• Develops, tracks, and measures key performance indicators and customer satisfaction metrics.  Works to ensure Technology Operations service and process changes are thoroughly vetted and understood by the Business appropriately cascading information.   
• Conversely, ensures all Technology Operations requirements coming from the Business function are cascaded back to the appropriate Technology Operations function(s).

ACCOUNTABILITIES

• Support business IT operations by overseeing all aspects of Technology Operations’ service delivery, platforms and support, including: 
• Reports; dashboards; service request management 
• Supporting Voice of the Customer (VOC) and continuous improvement with process and problem management. 
• Implementation and enforcement of Technology Operations’ technology and process standards. 
• Facilitating service reviews with all internal and external contributors. 
• End-to-end ownership of issues and escalations with the associated business functions. 
• Oversee and/or manage projects with Technology Operations components, including monitoring process; taking feedback; and ensuring end-user satisfaction with delivery.  
• Budget Management for local/regional Cost enter(s), including Budget Planning and Tracki

CORE ELEMENTS RELATED TO THIS ROLE

• Serve as Single Point of Contact (SPOC) for all Technology Operations related services and support. 
• Participate in local DD&T leadership team meetings
• Provide regular updates on planned Initiatives and reports on IT Operations and projects.
• End-to-end Technology Operations issue/escalation ownership
• Works collaboratively with DD&T team on ensuring business demand is met using standardized, fit-for-purpose technology and procedures. 
• Ensure data accuracy on managed services 

DIMENSIONS AND ASPECTS

Technical/Functional (Line) Expertise

• Strong Knowledge of ITIL and ITSM methodologies.
• Operational Knowledge of IT-Infrastructure and Operations, including Desktop, Server, Operating Systems, LAN/WAN, as well as Print-, Collaboration- and UC- Services
• PMP and ITIL Certifcations a Plus
• Understanding of Commercial IT’s Business-Processes

Leadership

• Set clear team goals and KPIs with IT Business partner and direct reports
• Delegate tasks and set project deadlines
• Oversee day-to-day team operation and performance
• Employee performance evaluation
• Coach and develop team members
• Support training needs for the IT Business Partner
• Provide Voice of the Customer of feedback and continuous improvement

Decision-making and Autonomy

• Ability to work independently with minimal direct supervision. 
• Leverage independent judgment to determine optimal methods of task completion and work prioritization. 
• Adherence to Technology Operations’ policies, processes, and standards. 
• Authority to delegate tasks and responsibilities to other (external) team-members. 

Interaction

• Working with and achieving results through others is a significant part of this role.  
• Within the Service Delivery team – working with peers to deliver across business regions in a seamless fashion. 
• With other Technology Operations teams – provide seamless collaboration to the DD&T Partner by coordinating services as required from multiple Technology Operations teams as follows:  
• Allocate local/regional resources to Technology Operations projects and deployments. 
• Information about local/regional parameters, requirements, and business schedules. 
• Gathering Voice of Customer feedback from the business.
• In turn, Service Delivery will receive from peer teams:

• Timely Information on planned Projects and Technology Roll-outs that may impact the Business function or region (what/when/how/why)
• Timely support for any supported technology or service IT Business Partner escalation from the team

• Other Internal & External IT-Teams: 

• All GDT Departments 
• There are several external Partners providing Services to Takeda. While the relationship management and contract management with these partners fall under the responsibility of other Technology Operations towers, the activities necessary in delivering a project or service in the Region/Country/Location would be coordinated by the Technology Operations Partner where necessary. 

Innovation

• Participation in Technology Pilots and Solution Finding

Complexity

• Ability to work comfortably in a multi-cultural team environment.
• Ability to work effectively in a widely dispersed team (time-zones/geographies).
• Creativity in addressing technical challenges in highly regulated and complex environment.

EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS:

• Bachelor’s degree in computer science or related field or equivalent experience required, master’s degree preferred.
• 10+ years’ experience in a technical environment with experience as a team-leader
• 2+ Years of setting performance standards in a comparable role
• Project Management Certification is a Plus
• Strong analytical, communication, interpersonal and organizational skills required.
• A collaborative mindset is an absolute must.

What Takeda Can Offer You 

• Takeda is certified as a Top Employer, not only in India, but also globally. No investment we make pays greater dividends than taking good care of our people. 
• At Takeda, you take the lead on building and shaping your own career. 
• Joining the ICC in Bangalore will give you access to high-end technology, continuous training and a diverse and inclusive network of colleagues who will support your career growth. 

Benefits 

It is our priority to provide competitive compensation and a benefit package that bridges your personal life with your professional career. Amongst our benefits are: 

Competitive Salary + Performance Annual Bonus 

• Flexible work environment, including hybrid working 
• Comprehensive Healthcare Insurance Plans for self, spouse, and children 
• Group Term Life Insurance and Group Accident Insurance programs 
• Health & Wellness programs
• Employee Assistance Program 
• 3 days of leave every year for Voluntary Service in additional to Humanitarian Leaves 
• Broad Variety of learning platforms   
• Diversity, Equity, and Inclusion Programs 
• Reimbursements – Home Internet & Mobile Phone 
• Employee Referral Program 
• Leaves – Paternity Leave (4 Weeks) , Maternity Leave (up to 26 weeks), Bereavement Leave (5 days) 

About ICC in Takeda 

• Takeda is leading a digital revolution. We’re not just transforming our company; we’re improving the lives of millions of patients who rely on our medicines every day. 
• As an organization, we are committed to our cloud-driven business transformation and believe the ICCs are the catalysts of change for our global organization.

#Li-Hybrid

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