Job Description

Summary Job Title: Associate Director, DDIT Business Partner (Contact Center Technologies for Patient Experience and Advanced Therapies)
#LI-Hybrid
Location: Hyderabad, India
Relocation Support: Yes
Step into a high-impact leadership role where your expertise in contact center technologies will directly shape the patient experience and support advanced therapies at Novartis. As the Associate Director, DDIT Business Partner, you'll drive innovation, lead strategic transformation initiatives, and serve as a trusted advisor to senior stakeholders. This is your opportunity to influence global technology strategy, co-create solutions that matter, and deliver measurable value in a purpose-driven environment

Key Responsibilities

• Lead strategic technology initiatives to enhance patient experience and advanced therapies contact centers
• Act as the primary DDIT liaison, ensuring seamless collaboration and service delivery
• Drive innovation and transformation through tech-enabled business capabilities and consulting mindset
• Manage product lifecycle and roadmap in partnership with business product owners
• Prioritize and deliver features that maximize business value through agile methodologies
• Ensure business continuity and serve as escalation point for critical decisions
• Translate business strategy into actionable technology objectives and outcomes
• Guide cost-effective technology choices and improve ease of engagement with DDIT
• Collaborate with Scrum Masters and development teams to align on product backlog
• Measure and communicate business value of programs, projects, and products

Essential Requirements

• Bachelor's degree in computer science, IT, or a related technical discipline
• Minimum 5 years of experience with omni-channel contact center technologies (e.g., Genesys, Five9, email, SMS etc.)
• Proven expertise in telephony, ACD, IVR, workforce management, and agent performance tools
• Strong background in project and change management within global environments
• Experience integrating telephony with platforms like Salesforce.com
• Ability to influence without authority and collaborate across diverse teams
• Proficiency in stakeholder management and strategic planning
• Excellent communication skills and fluency in English

Desirable Requirements

• Strong business acumen with experience in financial modeling and strategic planning
• Proven ability to consult on IT solutions with a focus on stakeholder management and talent development

Skills Desired Business Acumen, Business Requirements, Customer Requirements, Financial Modeling, Information Technology Consulting, omni channel, Stakeholder Management, Strategic Planning, Talent Development, Technical Analysis, Waterfall Model