Director, Operations Services Practice US

Director, Operations Services Practice US
A global healthcare leader, Novartis has one of the most exciting product pipelines in the industry today. It is a pipeline of innovative medicines brought to life by diverse, talented, performance driven people. All of this makes us one of the most rewarding employers in our field. We're committed to peak performance, improving the quality of life, and embracing and leveraging diverse backgrounds, cultures and talents to achieve competitive advantage.

This role will be accountable for leading business development and delivering high quality services at optimum cost at best in class customer satisfaction for services delivered for the US as well as LATAM and it’s dependent organizations globally. Responsibility includes set up in-country divisional support platform for the Operations Services Practice and NGSCs globally. This role is an Americas (North & South America) Single Point of Contact (SPoC), interfacing with Novartis TechOps, Quality, Development and compliance on behalf of Global Operations Services Practice. This role is also responsible for partnering with various leadership organisation to align on the full implementation and ensure setup of services, teams as well as global alignment of services delivered to manage costs.

Own the customer relationships across the Operations Practice for Americas (North & South America)

Has delegated accountability for the customer P&L

Partner with the relevant Novartis TechOps, Quality, Development and compliance units to understand and represent their needs with respect to divisional objectives, priorities, and support/capability requirements

Enable excellence in service delivery by strong leadership across business partner teams assigned to divisions (direct reporting to this role), in-country operations teams, and divisionally aligned and offshore service centers

Provide pro-active thought leadership, innovation, creativity and credibility in defining the strategy. Build and maintain a strong customer focus

Deliver agreed-upon P&L

Ensure on-going operational excellence and business continuity among service aligned resources

Accountability for in-country change management with the customer as the platform is implemented

Manage all key interfaces between divisional and resources (on-site, centralized, and offshore teams) to drive the implementation of agreed support/capabilities

Own all aspects of implementation planning, forecasting, budgeting, resourcing, load-management, communication, governance, and change tracking for operations service activities

Fosters a culture of innovation to anticipate future customer needs and promotes areas for service development and improvement


Perform effective leadership and transformational management, demonstrating high skills in change management, persevering to overcome issues, balance risks, and building trust among stakeholders

Build and develop talent, and drive a continuous improvement mind-set in the organization
The Novartis Group of Companies are Equal Opportunity Employers and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or any other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status.
Bachelor’s Degree – MBA Desired


10+ years in the pharmaceutical industry

10+ years in management/relevant areas

8+ years line management experience and operational experience in functional areas of scope

Led large scale transformational programs

Preferred: experience in remote relationships (on-shore/off-shore capability delivery)

Significant experience of managing multi-functional projects, transitions, migrations with internal and external senior stakeholders
East Hanover, NJ
Novartis Corporation
Technical Operations
Full Time