Eisai Global Digital Business Transformation (GDBT) | Global Capability Center (GCC)
JOB DESCRIPTION
Role Details
Job Title: Service Management Office (SMO) Lead – ITSM TAN (Center of Excellence)
Location: Eisai Global Capability Center (GCC), Vizag, India
Experience Level: 10+ years
Job Type: Full-Time
Department: Global IT – Global IT Service Management (GITSM)
Reports To: Global ITSM Lead
ABOUT THE COMPANY / TEAM
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. As part of this journey, Eisai has established the Technology Alignment Network (TAN), Eisai’s Center of Excellence (CoE) model, to govern, standardize, and continuously improve ITSM processes, platforms, and service performance globally.
POSITION OVERVIEW
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) excellence, and enterprise monitoring outcomes across a hybrid delivery model including GCC teams and outsourced partners. The role acts as the primary operational authority to enable global integration of services across Americas, Japan, and EMEA through common governance, outcomes, and escalation models. The role also enables global integration of services across Americas, Japan, and EMEA through common governance, outcomes, and escalation models.
Why This Role Exists
• To operationalize global ITSM governance and execution as services integrate across Americas, Japan, and EMEA
• To provide single-point accountability for service performance, resilience, and continual improvement across a hybrid delivery model
• To ensure Major Incident Management and monitoring operate as global capabilities with clear escalation, communications, and post incident learning
•To enable consistent service outcomes independent of delivery model, geography, or provider
• To lead executive service performance reviews focused on stability, risk, and value realization (not only SLA compliance)
• To demonstrate measurable improvements in detection and restoration outcomes (MTTD/MTTR) through monitoring effectiveness and Major Incident Management governance
KEY RESPONSIBILITIES
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 service management framework
• Establish and run global service reviews, KPI governance, and operational cadences (including CSI and MIM review forums)
ITSM Process Effectiveness Ownership
• Own the effectiveness of Incident, Problem, and Change Management processes globally (adoption, compliance, quality, and measurable outcomes)
o Process Owners define standards; Process Governance ensures compliance and maturity; SMO ensures execution effectiveness and measurable outcomes across teams and partners
• Drive process compliance, maturity assessments, audits, and continual improvement through data-driven governance and action tracking
• Ensure incident-to-problem linkage, effective PIR/RCA discipline, and measurable reduction in repeat incidents
•Enforce process governance by escalating non-compliance and driving corrective actions through TAN (CoE) governance forums and the CSI backlog
Major Incident Management (MIM)
• Own and govern the global Major Incident Management (MIM) framework, including severity model, war-room standards, and escalation paths
• Lead major incident coordination across GCC, regions, and partners, including executive and business communications
• Ensure PIRs, corrective actions, and CSI outcomes are delivered and tracked to closure
Enterprise Monitoring Effectiveness
• Own the effectiveness of enterprise monitoring and event-to-incident outcomes across all regions and providers
• Define monitoring coverage standards, alert quality thresholds, and signal-to-noise governance aligned to critical services
• Partner with platform/tooling teams while remaining accountable for monitoring outcomes and service reliability improvements
• Define and track outcome metrics including signal-to-noise ratio, event-to-incident conversion accuracy, Mean Time to Detect (MTTD), and Mean Time to Restore (MTTR)
Hybrid Delivery & Partner Governance
• Govern service outcomes across GCC and outsourced partners to ensure seamless cross-team execution and consistent end-user experience
• Ensure consistent SLA/OLA governance, MIM execution, and monitoring practices across delivery models
• Operate a SIAM-lite governance approach to ensure seamless cross-provider collaboration, clear handoffs, and single-service accountability
REQUIRED SKILLS & EXPERIENCE
• Mandatory 10+ years of experience as an SMO Lead in a large enterprise or Managed Services Provider
• Proven experience leading Major Incident Management at enterprise scale
• Strong ITIL-based process governance expertise (Incident, Problem, Change)
• Experience operating in hybrid service delivery models (GCC + outsourced partners)
• Mandatory experience working within Agile or hybrid Agile–ITIL delivery models, translating operational insights into prioritized CSI backlogs and measurable outcomes
• Strong executive communication skills with experience running global governance cadences (service reviews, MIM reviews, CSI reviews)
PREFERRED QUALIFICATIONS
• Experience in pharmaceutical, life sciences, or other regulated industries
• ITIL certification (Foundation or higher)
• ServiceNow ITSM / ITOM exposure from a governance perspective
EDUCATION & CERTIFICATIONS
• Bachelor’s degree in Engineering, Computer Science, or related field
• ITIL, PMP, PRINCE2 or equivalent certifications – preferred