Associate Director, DDIT Business Partner (Contact Center Technologies for Patient Experience and Advanced Therapies)

Novartis

5 - 7 years

Hyderabad

Posted: 11/08/2025

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

About the Role

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

Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture

Join our Novartis Network: Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: https://talentnetwork.novartis.com/network

Benefits and Rewards: Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards

About Company

Novartis is a leading global healthcare company headquartered in Basel, Switzerland. It specializes in the research, development, manufacturing, and marketing of innovative pharmaceuticals. Formed in 1996 through the merger of Ciba-Geigy and Sandoz, Novartis focuses on areas such as oncology, neuroscience, immunology, cardiovascular diseases, and gene therapies.With a strong commitment to scientific innovation, Novartis invests heavily in R&D and collaborates with biotech companies and academic institutions worldwide. The company operates in over 140 countries and serves millions of patients globally. Novartis is also known for its efforts in access to medicine, using programs like Novartis Access and Novartis Foundation to support underserved populations.