Job Title: Service Management Office (SMO) Lead & Infrastructure Service Delivery Manager – GITSM TAN (Center of Excellence)
Location: Eisai Global Capability Center (GCC), Vizag, India
Experience Level: 10+ years
Job Type: Full-Time
Department: GDBT – Global IT Service Management (GITSM)
Reports To: Global ITSM Lead
EISAI Global Digital Business Transformation (GDBT) center in Vizag is Eisai’s first truly global capability center (GCC), delivering high-quality IT capabilities to support Eisai’s human health care (hhc) mission globally. The GCC leverages internal technical competencies to engineer, build, secure, and operate cost-optimized global IT platforms.
Eisai Global IT is executing a multi-year transformation to establish a unified, scalable, and intelligent Global IT Service Management (GITSM) ecosystem. Eisai has established the Technology Alignment Network (TAN), a Center of Excellence (CoE) to govern, standardize, and continuously improve ITSM processes, platforms, and service performance globally.
The Service Management Office (SMO) Lead is a senior leadership role responsible for leading all aspects of the SMO under the ITSM TAN (CoE). The role is accountable for end-to-end service performance governance across Infrastructure and Application Services, ensuring consistent execution and measurable effectiveness of core ITSM processes, Major Incident Management (MIM), and enterprise monitoring outcomes across a hybrid delivery model including GCC teams and outsourced partners.
The role also enables global integration of services across Americas, Japan, and EMEA through common governance, outcomes, and escalation models.
• To operationalize global ITSM governance and execution
• To provide single-point accountability for service performance and resilience
• To ensure Major Incident Management and monitoring operate as global capabilities
• To enable consistent service outcomes across delivery models and geographies
• To lead executive service performance reviews focused on stability and risk
• To demonstrate measurable improvements in MTTD/MTTR outcomes
SMO Leadership & Cross-Functional Governance
• Lead the SMO as the operational execution arm of the ITSM TAN (CoE)
• Govern Infrastructure and Application services through a unified framework
• Establish global service reviews, KPIs, and operational cadences
• Own Incident, Problem, and Change Management effectiveness globally
• Drive compliance, audits, and continual improvement
• Ensure strong PIR/RCA discipline and reduction of repeat incidents
• Enforce governance and corrective actions through TAN forums
• Govern global MIM framework including severity model and escalation
• Lead incident coordination across GCC, regions, and partners
• Ensure PIRs and corrective actions are delivered
• Own monitoring effectiveness across all regions and providers
• Define alert quality and signal-to-noise governance
• Track MTTD, MTTR, and event-to-incident effectiveness
• Govern outcomes across GCC and outsourced partners
• Ensure SLA/OLA, MIM, and monitoring consistency
• Operate a SIAM-lite governance model
• Own governance and delivery accountability for Infrastructure Services including Cloud, Datacenter, User Engagement (EUC/DaaS), and Network Services
• Ensure planning, execution, and delivery of infrastructure programs aligned to IT strategy
• Govern lifecycle from build → transition → run with full readiness
• Drive standardization across architecture, security, and service frameworks
• Establish service readiness gating and quality standards
• Coordinate across GCC, regions, and partners for delivery outcomes
• Provide executive reporting on delivery performance, risks, and milestones
• Drive continuous improvement in delivery practices
• 10+ years experience in SMO or similar roles
• Strong MIM and ITIL process expertise
• Experience in hybrid delivery models
• Agile / hybrid delivery exposure
• Strong executive communication skills
• Experience in pharma or regulated industries
• ITIL certification
• ServiceNow exposure
• Bachelor’s degree in relevant field
• ITIL/PMP/PRINCE2 preferred
Reports To: Global ITSM Lead
Direct Reports: Process Governance Lead, Reporting & Insights Analyst
Key Stakeholders: ITSM Platform Owner, Regional ITSM Leads, Infrastructure and Application Service Owners, GCC leadership, Outsourced Providers
As per Eisai GCC policy