Lead Problem and Knowledge Management

Job Description Summary

About Sandoz
Sandoz continues to go through an exciting and transformative period as a global leader and pioneering provider of sustainable Biosimilar and Generic medicines. As we continue down this new and ambitious path, unique opportunities will present themselves, both professionally and personally. Join us — the future is ours to shape!

Job Purpose
Own and manage the Problem and Knowledge Management processes and their full lifecycle, ensuring correct deployment, operational control, governance, and continuous improvement across Sandoz.

Job Description

Key Responsibilities

Your responsibilities include, but are not limited to:

• Own Problem and Knowledge Management processes and their lifecycle.

• Ensure correct deployment of both processes across Sandoz.

• Exercise operational control over the execution of these processes.

• Ensure KPIs of Incident and Event Management processes are consistently met across Sandoz.

• Govern suppliers and technology functions on KPIs related to Problem and Knowledge Management processes.

• Ensure both proactive and reactive scenarios receive adequate focus on problem ticket creation.

• Own and drive continual service improvement (CSI) for Problem and Knowledge Management.

Key Performance Indicators

• Stable, compliant, secure, and cost‑effective operations measured by Availability, Performance, and Capacity metrics with continuous year‑over‑year cost reductions.

• Responsiveness and recovery speed during critical incidents or business‑impacting issues.

• Progression toward automation‑led programmable infrastructure and platform services.

What You’ll Bring to the Role

Minimum Requirements

Work Experience

• Operations Management and Execution.

• Project Management.

• Strong negotiation and analytical skills.

Skills

• ITSM expertise.

• Awareness of cross‑functional technologies at a basic level (network, compute, database, middleware, end‑user services, firewall, application management).

• Communication skills.

• IT Infrastructure.

• IT Operations.

• IT Service Management.

• Problem‑solving skills.

• System Integration.

• Vendor Management.

You’ll Receive

A comprehensive benefits package including flexible working arrangements, opportunities for continuous learning and development, and a collaborative environment that supports both personal and professional growth.

Why Sandoz?

Generic and Biosimilar medicines are the backbone of the global medicines industry. Sandoz, a leader in this sector, provided more than 900 million patient treatments across 100+ countries in 2024. With investments in development capabilities, production sites, acquisitions, and partnerships, we are shaping the future of Sandoz and expanding global access to high‑quality medicines.

Our open, collaborative culture empowers talented and ambitious colleagues. We offer an agile, flexible‑hybrid work environment where diversity is embraced and personal growth is supported.

Join us!

Skills Desired

Communication Skills, IT Infrastructures, IT Operations, IT Service Management, Problem Solving Skills, System Integration, Vendor Management