Program manager - itsm tan

Eisai Pharmaceuticals India · Visakhapatnam, India

Program Manager – ITSM TAN

Role Details

Job Title: ITSM TAN (Center of Excellence) Program Manager – Service Now & Cloud Co E

(Contractor)

Location: Remote – PAN India (Travel to Eisai GCC, Vizag as required)

Experience Level: 10+ years (Senior Program/Project Manager)

Job Type: Contractor

Department: Global IT – Global IT Service Management (GITSM)

ABOUT THE COMPANY / TEAM

Purpose Statement:

(Brief overview of the department/center and its mission)

EISAI Global Digital Business Transformation (GDBT) centre in Vizag is our first truly global

capability center (GCC) providing high quality IT capability services across the globe for

various EISAI regions. The centre leverages internal critical technical competencies to

engineer, build, secure, and operate consolidated cost optimized global infrastructure

platforms supporting our human health care (hhc) mission.

Eisai’s Global IT organization is driving a multi‑year transformation to establish a unified,

scalable, and intelligent Global IT Service Management (GITSM) ecosystem. As part of this

journey, Eisai is rolling out a single global ITSM platform (Service Now) and establishing a

Technology Alignment Network (TAN) — Eisai’s model for a Center of Excellence (Co E) —

to govern, standardize, and continuously improve ITSM and Cloud services globally.

The ITSM TAN, leveraging Eisai’s Global Capability Center (GCC), will act as the governing

and enabling body for ITSM process excellence, platform governance, adoption, and

continual improvement across regions while ensuring alignment with regulatory, data

sovereignty, and operational requirements.

POSITION OVERVIEW

Role Summary:

Eisai is seeking a seasoned ITSM TAN Program Manager (Contractor) to lead program

execution for the global rollout of the GITSM platform (Service Now) and to operationalize

the ITSM TAN (Co E).

This role will also support the operationalization of the Cloud Co E, helping drive adoption,

standards, and governance defined by the Cloud Co E team.

The role will have an approximate work split of 70% ITSM TAN / GITSM rollout and 30%

Cloud Co E enablement, and will report directly to the Global ITSM Lead.

Why This Role Exists:

KEY RESPONSIBILITIES

ITSM TAN & GITSM Rollout (Approx. 70%)

Program & Delivery Leadership: Own end‑to‑end program management for the global Service Now (GITSM) rollout across phases (Design → Build → Deploy → Stabilize) Drive timeline management, dependency tracking, milestone delivery, and issue resolution across regions Maintain program‑level artifacts including RAID logs, integrated plans, dashboards, and executive reporting

ITSM TAN (Co E) Operationalization:

Lead the setup and operationalization of the ITSM TAN (Co E), aligned to the approved

charter and roadmap

Stakeholder & Vendor Management:

Adoption, Readiness & Change Enablement:

Support the operationalization of the Cloud Co E, helping execute standards, governance, and operating practices defined by the Cloud Co E team Assist with:

Ensure alignment between ITSM and Cloud Co E operating models, where applicable (e.g., CMDB, service mappings, operational KPIs)

REQUIRED SKILLS & EXPERIENCE

Experience Requirements

Program & Leadership Skills

Expert‑level capability in:

Ability to work effectively across global, distributed teams

Strong documentation and reporting discipline

Soft Skills Excellent communication, facilitation, and influencing skills Ability to operate in a high‑ambiguity, transformation environment Strong ownership mindset; comfortable driving outcomes without formal authority

PREFERRED QUALIFICATIONS Experience in pharma, life sciences, or other regulated industries Exposure to Cloud Co E, Cloud Governance, or Cloud Transformation programs Familiarity with Agile / hybrid delivery models ITIL certification (Foundation or above) – preferred

EDUCATION & CERTIFICATIONS

Education

Certifications (Preferred)