Role Proficiency:

Independently manage and deliver outcomes for one or more client accounts with the respective account managers totalling a portfolio of $10-$30 mil. Provide leadership to manage service delivery across multiple business functions and projects encompassing design development maintenance and support of digital and traditional projects operating on agile and waterfall models. Understand clients’ businesses and UST’s capabilities well in order to plan delivery and growth strategy.

Outcomes:

     Review and create delivery strategy for projects across client accounts including evangelizing delivery excellence digital transformation as appropriate business outcomes that the client strives to achieve and management of service levels and commitments from UST.      Manage key client and internal stakeholders for engagements. Understand expectations and facilitate business requirements status meetings governance for engagements. Engage/work with client and UST stakeholders and drive through the E2E requirements of the delivery; ensuring customer expectations are met.      Leverage QBRs effectively to catalyse strategic discussions engaging client and UST leadership.      Drive digital transformation with clients and teams focus on service improvements and value-adds. Propose innovative ideas to the customer beyond standard delivery for all types of engagements.      Drive adoption of well-established delivery plans standards processes best software engineering practices right infrastructure RACI matrix and RAID Log to deliver high quality products      Provide thought leadership to create a culture of innovation within the teams to develop innovative solutions to business problems.      Influence teams strategically towards productivity for transformation encompassing digital cultural domain and business outcomes.      Responsible for the P&L of a portfolio with TCV of $ 10-30 mil and for achieving an EBITDA of at least 25%      Drive Service Level management pre-empt and mitigate delivery risks. Create and review risk and mitigation strategy regularly. Communicate proactively with leadership to flag risks and request help.   Responsible for a team of 250 – 1000 employees; provide individual team and peer mentoring as appropriate and required to develop capabilities within team function and organization.   Coach leads within team on leadership abilities. Groom leaders to take on higher level roles upskill themselves and managing projects/engagements effectively and independently.   Work with account delivery teams to implement a robust knowledge management plan by building a strong network for collaboration; creating knowledge repositories robust training programs and avoid single points of failure   Manage P&L effectively for the portfolio. Apply financial levers like utilization pyramid correction contract shifts and differentiated pricing models to improve the cost of delivery continuously and improve engagement level profitability.   Conduct periodic reviews and tracking of delivery milestones and statuses; provide feedback to teams and track actions to completion.   Prepare and present business reviews to leadership.

Measures of Outcomes:

     Revenue (Targets vs Actuals)      Profitability (Targets vs Actuals)      Digital Services Mix (Targets vs Actuals)      Services Penetration Mix (Targets vs Actuals)      Value delivered to client (as defined)      Customer Satisfaction      People Satisfaction      EBITDA improvement % and $$      Contract Shift   DSO   Number of unsolicited proposals (or) innovative ideas presented to customer Number of leaders developed and transferred to different engagements

Outputs Expected:

Domain / Industry Knowledge:

Conceptualize new solutions based on forecasting market trends and customer needs Have meaningful conversations with key client stakeholders
interpret data and enhance the quality of the proposed solution Make useful recommendations based on existing gaps and recommend specific UST services / solutions. Recommend holistic solutions that lead to large highly complex deals and act as differentiators in positioning UST with client Manage domain related project management issues in multiple projects Create / validate roadmap for customer strategy Review to contextualize the solution to the industry

Technology Concepts:

Create or review an optimal technology road map and select the right infrastructure and technology platform. Identify scope for rationalization and optimization or enhancement of capabilities. Identify technology skill sets/product capability to be built or acquired over the next 2 to 3 years based on industry trends and client direction Define business benefits of solution adoption to the client. Manage proposal responses and work with the solution team to craft the best and most optimal options. Work with finance on creative pricing options/strategy. Ensure consistent reusability of tools and best practices across projects and influence product / technology selection strategy

Profitability Management:

Create profitability sheet based on resource plan Catalyze shift to output/outcome based pricing Present analysis to senior management Create cost benefit model using RoI
Payback
IRR and other financial management concepts Track and monitor profitability of projects on an ongoing basis and manage margins effectively Change pyramid
rate changes
contract shift and other onshore / offshore changes to manage costs

Pricing & Licensing Models:

Create complex estimates including third party commercial inputs and large complex deals and obtain approval from relevant stakeholders (leadership
legal
etc.) Propose innovative commercial models / carry out 'what if' analysis Leverage business models to create variants and alternate pricing models Create integrated pricing models for large complex transactions and manage large deals. Identify ways of making pricing competitive while meeting margin needs.

Account Management Processes and Tools:

Prepare internal reports – account review
revenue forecast
EBITDA improvement plans
blueprint reviews
etc Manage at least 1 or more accounts ($10-30 mil in total) independently including responsibility for top line and bottom-line targets
manage customer relations Work independently with account teams in mining account(s) Provide support to the specialist to create an account plan aligned to customer needs and UST approaches and strategies Focus on creating account growth strategies and manage client satisfaction

Engagement Management:

Plan and manage engagements encompassing large and complex projects as defined within UST Identify risks and mitigation strategies on an ongoing basis and implement the same for large / complex projects Proactively anticipate the risks and identify avoidance / mitigation strategies on an ongoing process Monitor complex integration / interdependence across work streams within the span of the project Coach teams on implementing best practices with measurable business value adds
quality processes in delivery
risk management and mitigation
and good governance. Influence project strategy by proposing new or alternative solutions while being proactive in identifying issues and resolving; balancing effectiveness and efficiency. Foresee and drive creation of solution accelerators that would be of help in multiple customer engagements. Provide thought leadership to transform solution accelerators to nonlinear revenue streams.

Engagement Governance:

Review project estimations and plans and guide project/program/delivery managers on implications around cost
schedule
timing and outcomes. Provide inputs on resource planning (pyramid
people development) at a practice level and provide guidance at a project / engagement level as needed. Review benchmarks
stakeholder management
communication plans
KM plans
transition plans. Critique plans and coach teams on managing project and engagement risks and planning appropriately. Handle any escalated needs/priorities/issues. Engage with teams on lessons learned; embedding back into delivery
sharing with peers and delivery excellence teams. Promote continuous learning.

Proposal / Solution Development Support:

Review RFPs/RFIs/RFQs to understand scope of the request and guide teams to respond Work with the solution team to develop a strong proposal addressing the requirements
guide the response team on response sections including delivery and solution. Write executive summaries for solution responses clearly articulating value proposition and differentiators. Manage deals and work with internal teams as needed to develop competitive proposals
both from a solution and commercial perspective. Review and validate solutions in proposals and architect solutions for large / transformational deals

Manage Outcomes:

Identify different types of outcomes sought (economic / financial value
organizational
stakeholder) Identify outcome measures for clients and UST
ways of measuring them objectively and present dashboards demonstrating benefits. Quantify and communicate with stakeholders including client.

Skill Examples:

     MS Excel Word and Powerpoint skills. MS Project and MS Visio a plus.      People management and coaching      Communication and reporting to leadership and clients – metrics measurement and reporting skills      Logic and reasoning discretionary decision making      Delegation tasks authority and accountability      Planning and execution skills      Willingness and ability to learn      Empathy

Knowledge Examples:

     Understand drivers of customer success and engagement success      Agile and waterfall program management approaches      Technologies business processes outcomes      Risk identification measurement approaches for risk management and reporting      Client and UST business strategy and business functions      Financial planning and budgeting      Art of questioning and critical thinking

Additional Comments:

Job Title: Director, Computer System Validation/Assurance Location:India Department: IT CoE Reports To: IT CoE Sr. Director Position Summary: The Director of Computer System Validation/Assurance (CSV/CSA) is responsible for the comprehensive leadership, execution, and governance of all validation activities related to computerized systems supporting GxP-regulated operations across the pharmaceutical CDMO environment. This role integrates regulatory compliance (21 CFR Part 11, EU Annex 11), GAMP 5 guidelines, ITIL service management practices, and DevOps-based automation frameworks to ensure systems are validated, auditable, secure, and continuously improving. The Director will lead a global team, work cross-functionally with IT, QA, regulatory, and operations groups, and serve as a key SME for internal stakeholders and external auditors. Key Responsibilities: Strategic Validation Leadership - Define and implement an enterprise-wide CSV/CSA governance framework including strategy, roadmap, KPIs, and policies. - Develop a harmonized global approach to validation that addresses system lifecycle, data integrity, cybersecurity, and scalability. - Ensure full integration of CSA (Computer Software Assurance) methodology to focus validation on high-risk areas and reduce unnecessary testing. - Collaborate with global digital transformation teams to embed validation requirements into digital and cloud-first initiatives. Validation Lifecycle & Compliance Oversight - Lead the complete lifecycle of GxP system validation: risk assessment, URS, FRS, configuration specs, traceability matrix, IQ/OQ/PQ protocols, and periodic review. - Oversee qualification and revalidation efforts for ERP (e.g., SAP), LIMS, ELN, CDS, QMS, MES, and cloud-hosted GxP platforms. - Maintain a central repository of validated systems with metadata including validation status, ownership, audit history, and system risk level. - Implement robust change control processes aligned with validation maintenance and ensure audit trail and deviation management integrity. ITIL-Based IT Governance & Service Management - Integrate ITIL best practices into the CSV process including incident, change, asset, configuration, and release management. - Establish SLAs and OLAs between quality, IT, and system owners to define expectations for validated system support. - Ensure accurate CMDB (Configuration Management Database) entries for all validated systems and components. - Coordinate validation activities within ITSM platforms like ServiceNow, including automated change workflow approvals and e-signatures. DevOps, Agile, and Automation Enablement - Embed validation controls in CI/CD pipelines through risk-based gating, automated test verification, and release readiness assessments. - Drive adoption of Infrastructure as Code (IaC), automated regression testing, and cloud-native validation patterns. - Define and implement reusable validation templates, scripted testing libraries, and version-controlled documentation (e.g., Git). - Collaborate with DevOps engineers, IT security, and platform architects to enforce compliance guardrails without stalling innovation. Audit, Inspection, and Data Integrity Readiness - Serve as the company’s SME for all GxP computerized systems during regulatory agency inspections and third-party audits. - Ensure evidence is available for access management, audit trail reviews, electronic records/signatures, and configuration integrity. - Conduct internal audits to assess system readiness, adherence to SOPs, and proactive data integrity risk identification. - Lead remediation programs in response to audit observations including documentation updates, CAPA management, and training. Cross-functional Engagement & Training - Develop a global training curriculum for IT, QA, laboratory, and operations staff on validation, CSA, and data integrity. - Lead communities of practice (CoPs) for CSV/CSA and system owners to promote alignment, learning, and sharing of best practices. - Interface with vendors during implementation, qualification, and SaaS onboarding to ensure appropriate validation packages and contracts (e.g., SLAs, Data Processing Agreements). Team Leadership & Organizational Development - Build, coach, and lead a high-performing team of CSV engineers, business analysts, IT validation specialists, and project leads. - Set clear team objectives, career paths, and technical training plans aligned to both business and compliance priorities. - Create global and site-level capacity plans to support growth in validation demand and system deployment initiatives. Continuous Improvement & Metrics - Define and track KPIs such as cycle time for validation, audit finding trends, automation usage, and defect leakage rate. - Establish CSA adoption milestones across product and system categories. - Regularly review system inventory, validation status, periodic review schedules, and CAPA closure effectiveness to drive improvement. Qualifications: Educa