Service I Manager (Situation Management)

Department: Operational Excellence GBS

Organization: Novo Nordisk Global Business Services (GBS) India

Lead critical IT incident response at scale, and ensure that millions of patients receive life-saving treatments without disruption.

Your new role

As Service Manager for Situation Management &,you'll be at the frontline of operational stability—leading the response to major IT incidents that could impact patient care globally. This is a high-stakes role where your decisions matter: you'll chair crisis calls, drive systematic troubleshooting, and ensure that critical systems are restored swiftly. Contribute to the ongoing development, improvement, and optimisation of operational stability. Collaborate with vendors, line of business customers, and management teams at all levels of the organization.

Your Key responsibilities will include:

• Leading and facilitating all investigation activities, meetings, and conference calls for major, critical, and high-priority incidents using Systematic Troubleshooting approach
• Acting as first point of contact for critical IT issues across the organisation, creating and managing communication bridges during all outages
• Serving as SPOC for operational alignment between GBS and HQ SIMA Team, maintaining task overview across all SIMA activities and ensuring deadlines are met
• Challenging and managing vendor teams to accelerate resolution of major and critical incidents, and negotiating solutions within assigned budget
• Driving process improvement initiatives and contributing to product development within the operating model
• Managing the end-to-end service lifecycle of Crisis Communication Tools, including stakeholder management, budget, licenses, and system documentation
• Working in a 24x7 dynamic setup with a combination of shift and on-call model to ensure round-the-clock coverage

Your new department

In Infrastructure & Information Security, you will be part of a business area that drives impact across the full Novo Nordisk value chain. We strive to stay close to our stakeholders in the business to ensure we deliver on their needs, helping reach millions of people living with serious chronic diseases. Our focus is on being at the forefront within our three areas: ensuring the highest quality for patients, being a trusted tech leader and an environmentally responsible business.

Within Operational Excellence GBS, We power and protect Novo Nordisk’s digital backbone. Infrastructure & Information Security delivers core infrastructure and end-user services worldwide - networks, servers, devices, collaboration tools, and Microsoft 365.

We secure this environment by managing cyber risks, ensuring compliance, and embedding security into projects and operations. We handle incidents, maintain global security infrastructure, and drive awareness to keep systems and partnerships safe.

Your skills & qualifications

We're looking for an experienced IT professional who thrives under pressure and can lead with confidence during critical situations. You'll bring with you:

• 10+ years of hands-on experience as a Major Incident Manager with proven track record in handling critical IT incidents
• 6+ years of experience in IT System/Service Management, including end-to-end lifecycle management
• Master's or bachelor’s degree in computer science, Software Engineering, or comparable IT-related field (or equivalent job experience)
• Experience in Disaster Recovery and Major Incident Handling within a global, multi-vendor environment
• Excellent knowledge and practical experience with ITIL processes, Service Now (including reporting skills), and Problem/Change Management
• Strong leadership attributes with the ability to manage communication with senior leadership and challenging stakeholders at various organisational levels
• Experience managing vendor contracts, procurement processes, and budget management
• Exceptional communication skills in English (written and spoken), with ability to drive global meetings and deliver training across departments
• Proven ability to work under high pressure with multiple concurrent IT issues, strong analytical skills, and self-managed approach with personal drive

Working at Novo Nordisk

Every day we seek the solutions that defeat serious chronic diseases. To do this, we approach our work with determination, constant curiosity and a commitment to finding better ways forward. In this role, your work directly protects the infrastructure that brings life-changing treatments to patients worldwide. For over 100 years, this dedication has driven us to build a company focused on lasting change for long-term health. One where diverse thinking, shared purpose and mutual respect come together to create extraordinary results. Here, you'll be trusted to make critical decisions, lead through crisis, and grow alongside a team that values both technical excellence and human connection. When you join us, you're not just starting a job—you're becoming part of a story that spans generations.

What we offer

There is, of course, more on offer here than the uniqueness of our culture and the extraordinary results we produce. Being part of a global healthcare company means opportunities to learn and develop are all around us. You'll work with cutting-edge crisis management tools, gain exposure to enterprise-wide IT operations, and have the chance to shape processes that impact the entire organisation. Our benefits are designed with your career and life stage in mind, and we're committed to creating an environment where you can perform your best while maintaining a balanced life.

Contact

If you believe you are qualified, and are willing to take the challenge, please send your motivation letter, CV and relevant documentation directly via our online application tool.

Deadline: Please submit your application via our online application tool by 23 March 2026. 

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.

At Novo Nordisk, we're not chasing quick fixes – we're creating lasting change for long-term health. For over 100 years, we've been driven by a single purpose: to defeat serious chronic diseases and help millions of people live healthier lives. This dedication fuels our constant curiosity and inspires us to push the boundaries of what's possible in healthcare. We embrace diverse perspectives, seek out bold ideas, and build partnerships rooted in shared purpose. Together, we're making healthcare more accessible, treating and preventing diseases, and pioneering solutions that create change spanning generations. When you join us, you become part of something bigger – a legacy of impact that reaches far beyond today.