ServiceNow Program Manager / Platform Lead

Piramal Pharma

Mumbai/Bombay

Not disclosed

Work from Office

Full Time

Min. 15 years

Job Details

Job Description

Chief Manager / AGM - Information Technology

JOB OVERVIEW:

We are seeking a highly experienced and strategic ServiceNow Program Manager / Platform Lead with 15+ years of experience in enterprise IT delivery, including ServiceNow implementation, migration of legacy applications (e.g., SharePoint, Lotus Notes, custom-built apps), and people management. The ideal candidate must have significant exposure to GxP-regulated environments, strong experience in leading application modernization initiatives, and driving digital transformation programs in the pharmaceutical domain.

KEY STAKEHOLDERS: INTERNAL

KEY STAKEHOLDERS: EXTERNAL

REPORTING STRUCTURE:

Will report to – Chief Information Office (Central Partner Functions)

QUALIFICATION:

•BE / BTech in CS or IT mandatory. Masters in relevant field preferred

•One or multiple of the below certifications preferred:
a. ServiceNow Certifications: Certified System Administrator (CSA), Certified Implementation Specialist, and Certified Application Developer (CAD) preferred.
b. Project Management Certifications (PMP / Prince2 / Agile SAFe) preferred.

EXPERIENCE:

•15+ years of total experience in enterprise IT, with 8+ years in ServiceNow platform leadership roles.

•Strong background in migrating legacy tools (e.g., SharePoint, Lotus Notes, Excel, Custom .NET/Java apps) to ServiceNow-based applications.

•Proven experience delivering end-to-end platform transformations in the pharmaceutical / life sciences industry.

CRITICAL SKILLS & QUALITIES:

•Deep understanding of ServiceNow architecture, including Scoped Applications, Integration Hub, Flow Designer, and Performance Analytics.

•Familiarity with ServiceNow modules like ITSM, GRC, HRSD, App Engine, and CSM.

•Excellent understanding of CSV, change management, and audit trail/data integrity requirements for pharma systems.

Soft Skills & Leadership Qualities:

• Strong leadership and stakeholder management across global business and IT teams.

• Excellent verbal and written communication, documentation, and presentation skills.

• Strategic thinker with the ability to balance long-term vision with short-term deliverables.

• Ability to work in matrix organizations with global cross-functional teams.

KEY ROLES & RESPONSIBILITIES:

Platform Strategy & Leadership:

•Lead the enterprise-wide adoption of ServiceNow, including platform roadmap definition, governance, and stakeholder alignment.

•Manage and guide migration of legacy systems (SharePoint, Lotus Notes, Excel-based trackers, in-house apps) into ServiceNow workflows and custom applications.

•Act as the primary point of contact between business users (IT, Quality, Manufacturing, Regulatory, Compliance) and development teams.

•Establish and enforce platform best practices, architecture standards, and security/compliance requirements for regulated environments.

Project & Team Management:

•Manage a cross-functional team of ServiceNow developers, architects, and business analysts to deliver projects on time and within budget.

•Coordinate with compliance, quality assurance, and IT validation teams for Computer System Validation (CSV), IQ/OQ/PQ processes, and audit readiness.

•Oversee vendor/partner collaboration, SOWs, delivery tracking, and performance metrics.

•Drive Agile / Scrum-based execution, sprint planning, and program-level reporting.

Pharma-Specific Responsibilities:

•Ensure adherence to GxP, 21 CFR Part 11, Annex 11, and ALCOA+ principles in all ServiceNow applications.

•Collaborate with stakeholders in Quality, Manufacturing, Pharmacovigilance, and IT Compliance to transform manual and semi-automated processes into digital workflows.

•Drive ServiceNow use cases for QMS integration, electronic document control, lab asset management, training workflows, and SOP acknowledgment systems.

Job role

Work location

Mumbai, Kurla, Project : Piramal Agastya, PRL Agastya Pvt Ltd., LBS Marg, Kamani Junction,, Near Phoenix Mall, Kurla (West), Mumbai, Maharashtra, India