Solution & Service Design Manager

📍 Job Overview

Job Title: Solution & Service Design Manager

Company: Novartis

Location: London (The Westworks), United Kingdom

Job Type: Full-Time

Category: Healthcare Operations / GTM Strategy

Date Posted: January 27, 2026

Experience Level: Mid to Senior Level (5-10 years)

Remote Status: Hybrid (3 days in office per month)

🚀 Role Summary

• Drives the design and management of innovative, scalable projects and solutions focused on enhancing the patient journey and accelerating time to treatment within priority therapeutic areas.

• Spearheads the medical, legal, and compliance approval processes for projects, ensuring expediency and adherence to pharmaceutical regulations.

• Contributes to the Digital Medicines strategy by advising on, developing, or managing digitally-enabled solutions.

• Manages external vendor selection and relationships, ensuring successful and scalable solution delivery.

• Oversees project financials, ensuring alignment with therapeutic area (TA) and broader business objectives, and defines Key Performance Indicators (KPIs) to track solution impact.

📝 Enhancement Note: This role is positioned within a pharmaceutical context, focusing on patient journey optimization and accelerating treatment access. While not explicitly labeled as "Revenue Operations" or "Sales Operations," the core responsibilities of project management, stakeholder engagement, vendor management, financial oversight, and KPI definition are highly relevant to GTM operations, particularly in a healthcare sector where patient outcomes directly correlate with business success. The emphasis on digital solutions and compliance also points to a need for robust operational frameworks.

📈 Primary Responsibilities

• Design and manage large-scale, long-term pharmaceutical projects and innovative solutions, directly addressing identified pain points within the patient journey across various lifecycle phases.

• Lead and expedite the medical, legal, and compliance review processes for all proposed solutions and projects, ensuring rapid and efficient approvals within the pharmaceutical regulatory landscape.

• Actively support and contribute to the Digital Medicines strategy by providing expertise, managing development, or overseeing the implementation of digital solutions that enhance patient care or operational efficiency.

• Identify, assess, and select external vendors and partners based on their proven track record in delivering successful, scalable, and compliant solutions aligned with Novartis's strategic goals.

• Manage project financials meticulously, ensuring strict adherence to therapeutic area (TA) budgets and overall business financial targets, including budget allocation and dispersal.

• Collaborate closely with dedicated solutions implementation teams to oversee the ongoing execution of projects, ensuring timely and effective deployment of resources and funding.

• Define, track, and report on Key Performance Indicators (KPIs) for each implemented solution, measuring and demonstrating the tangible impact and return on investment (ROI) for patient outcomes and business objectives.

📝 Enhancement Note: The responsibilities highlight a strong project management and strategic execution focus. For operations professionals, this translates to managing complex cross-functional initiatives, navigating regulatory environments, and driving tangible business outcomes through structured project lifecycles. The emphasis on "scalability" and "lasting outcome" suggests a need for robust, repeatable processes.

🎓 Skills & Qualifications

Education:

Experience:

• Demonstrated success in managing large-scale, long-term pharmaceutical projects with a proven track record of achieving lasting positive outcomes.

• Experience may be drawn from roles in market access, marketing, medical affairs, compliance, or other relevant functions within the pharmaceutical or healthcare sector.

• Proven experience in prioritizing and managing multiple complex projects simultaneously, including effective budget management and financial oversight.

• Solid understanding of patient journey concepts and the intricacies of the UK National Health Service (NHS) system.

• Good knowledge of pharmaceutical compliance regulations and best practices.

• Exceptional collaboration and negotiation skills, essential for engaging and managing diverse internal and external stakeholders.

Required Skills:

• Project Management: Proven ability to manage complex, long-term projects from conception to completion, ensuring delivery on time and within budget.

• Cross-Functional Collaboration: Expertise in working effectively with diverse internal teams (medical, legal, compliance, marketing, digital) and external partners.

• Stakeholder Management: Strong skills in engaging, negotiating with, and influencing a wide range of stakeholders at various levels.

• Pharmaceutical Compliance: Thorough understanding of and adherence to pharmaceutical industry regulations and compliance standards.

• Analytical Thinking: Ability to analyze complex situations, identify pain points, and develop data-driven solutions.

• Customer-Centric Mindset: A deep commitment to understanding and improving the patient journey and healthcare professional experience.

Preferred Skills:

• Market Access Strategy: Experience in navigating market access challenges and developing strategies to ensure patient access to treatments.

• Digital Health Solutions: Familiarity with digital health technologies and their application in patient care and service delivery.

• Vendor Management: Experience in selecting, managing, and evaluating external vendors for project execution.

• Health Economics & Outcomes Research (HEOR): Understanding of health economics principles and the ability to leverage Real World Evidence (RWE) to demonstrate value.

• Agility: Ability to adapt quickly to changing project requirements, market dynamics, and regulatory landscapes.

📝 Enhancement Note: The experience requirements suggest a need for candidates who can demonstrate strategic thinking coupled with hands-on project execution. For operations professionals, this means highlighting instances where they've managed complex initiatives, navigated regulatory hurdles, and driven measurable improvements in efficiency or outcomes. The mention of "lasting outcome" implies a focus on sustainable process design and implementation.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Project Management Case Studies: Detailed examples of large-scale pharmaceutical projects managed, showcasing project scope, objectives, challenges, methodologies used, and quantifiable outcomes.

• Solution Design Documentation: Samples of how solutions were conceptualized, designed, and documented, illustrating the process of addressing patient journey pain points.

• Compliance Process Management: Evidence of managing and successfully navigating medical, legal, and compliance approval pathways for projects.

• Stakeholder Engagement Plans: Examples of strategies used to engage and align diverse internal and external stakeholders, including negotiation outcomes.

• KPI Definition and Performance Tracking: Demonstrations of how KPIs were defined for solutions and how performance was measured and reported to showcase impact.

Process Documentation:

• Workflow Design & Optimization: Ability to document and optimize workflows related to patient journey enhancement, project approvals, and vendor management.

• Implementation & Automation: Experience in documenting the process of implementing new solutions, including any digital or automation components.

• Performance Analysis: Skills in documenting the process for tracking solution performance, analyzing data, and reporting on impact and ROI.

📝 Enhancement Note: A strong portfolio demonstrating end-to-end project management, strategic solution design, regulatory navigation, and impact measurement will be crucial. Operations candidates should emphasize their ability to document processes, define metrics, and showcase tangible improvements.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Competitive salary and annual bonus structure.

• Comprehensive Pension Scheme for long-term financial planning.

• Share Purchase Scheme, offering employee ownership and participation in company growth.

• Health Insurance coverage for employees and potentially dependents.

• Generous 25 days of annual leave, promoting work-life balance.

• Flexible working arrangements, supporting a hybrid work model.

• Subsidised dining facilities at the office location.

• Employee Recognition Scheme to acknowledge outstanding contributions.

Working Hours:

• The role is full-time, with an estimated 40 hours per week. The hybrid arrangement allows for flexibility, with a requirement of 3 days per month in the London office.

📝 Enhancement Note: The salary range is an estimate based on general market data for London and the specified experience level in a specialized industry. Actual compensation will depend on the candidate's specific qualifications, experience, and internal Novartis compensation structures. The benefits package is comprehensive, reflecting a commitment to employee well-being and professional development.

🎯 Team & Company Context

🏢 Company Culture

Industry: Pharmaceutical & Biotechnology. Novartis is a global leader in healthcare, focused on discovering, developing, manufacturing, and marketing innovative medicines. The industry context for this role involves navigating complex regulatory environments, a strong emphasis on patient outcomes, and a drive for scientific innovation.

Company Size: Novartis is a large multinational corporation with a global workforce exceeding 100,000 employees. This scale offers opportunities for broad impact, extensive resources, and diverse career paths, while also requiring robust operational processes to manage complexity.

Founded: Novartis was formed in 1996 through the merger of Ciba-Geigy and Sandoz, building on a legacy of innovation in healthcare and life sciences that dates back over 250 years. This heritage underscores a commitment to long-term research and development, patient well-being, and sustainable business practices.

Team Structure:

• Operations Focus: The role sits within a Solution & Service Design (SSD) team, likely part of a broader GTM, Commercial Operations, or Medical Affairs function. This team is responsible for conceptualizing and operationalizing new services and solutions.

• Reporting: The Solution & Service Design Manager reports to the SSD Lead, indicating a hierarchical structure within the specialized design function.

• Collaboration: Close collaboration is expected with cross-functional teams, including product lifecycle managers, marketing, medical affairs, legal, compliance, and digital health teams, as well as external vendors and implementation partners.

Methodology:

• Patient-Centric Design: A core methodology involves understanding and designing solutions around the patient journey, aiming to improve access, adherence, and overall treatment experience.

• Agile Project Management: While not explicitly stated, the need for speed in approvals and implementation suggests an agile or hybrid approach to project management may be utilized.

• Data-Driven Decision Making: The emphasis on defining KPIs and measuring impact indicates a reliance on data analytics to inform design choices and assess the success of implemented solutions.

Company Website: https://www.novartis.com/

📝 Enhancement Note: Novartis's position as a major pharmaceutical player means operations roles are critical for translating scientific innovation into patient access and value. The company culture likely emphasizes scientific rigor, ethical conduct, and a patient-first approach, requiring operations professionals to be highly detail-oriented and compliant.

📈 Career & Growth Analysis

Operations Career Level: This role is at a Managerial level (Band Level 4), indicating significant responsibility for project design, management, and stakeholder engagement. It requires a blend of strategic thinking, operational execution, and strong interpersonal skills. This level is typically for professionals with 5-10 years of experience who are ready to lead initiatives.

Reporting Structure: The Solution & Service Design Manager reports directly to the SSD Lead. This structure suggests opportunities for mentorship from a senior leader and exposure to strategic decision-making at a higher level within the Solution & Service Design function.

Operations Impact: The primary impact of this role is on accelerating patient access to Novartis brands by designing and implementing effective solutions that address critical pain points in the patient journey. This directly influences commercial success by improving patient outcomes, adherence, and potentially market share.

Growth Opportunities:

• Leadership Progression: Potential to advance to an SSD Lead role or similar senior management positions within operations, GTM strategy, or commercial functions.

• Specialization: Develop deep expertise in patient journey design, digital health solutions, or specific therapeutic areas, becoming a subject matter expert.

• Cross-Functional Mobility: Opportunities to move into related roles in Market Access, Medical Affairs, Digital Strategy, or Project Portfolio Management within Novartis.

• Continuous Learning: Access to Novartis's learning and development programs, conferences, and potential certifications to enhance skills in areas like Agile methodologies, digital transformation, and healthcare innovation.

📝 Enhancement Note: This role offers a clear path for growth within a large, established pharmaceutical organization. Professionals looking to make a tangible impact on patient care while developing leadership and strategic operations skills will find this position attractive. The emphasis on hybrid work and flexible arrangements also aligns with modern career expectations.

🌐 Work Environment

Office Type: The role is based in London (The Westworks), requiring 3 days per month in the office. This indicates a hybrid work model, blending remote work flexibility with in-person collaboration and engagement. The office environment is likely modern, designed to support collaboration and innovation specific to the life sciences sector.

Office Location(s): London (The Westworks) is a specific office location. Novartis typically has well-equipped facilities that support employee well-being and productivity, including subsidised dining facilities as mentioned.

Workspace Context:

• Collaborative Environment: The hybrid model necessitates effective in-office collaboration. Expect dynamic team interactions, brainstorming sessions, and cross-functional meetings to drive solution design and project planning.

• Technology & Tools: Access to Novartis's suite of operational tools, project management software, and communication platforms will be provided to support both remote and in-office work.

• Team Interaction: While remote, regular virtual communication and engagement with the SSD team and other stakeholders will be essential. In-office days will be crucial for building relationships and tackling complex, collaborative tasks.

Work Schedule:

• Full-time position (approx. 40 hours/week) with a hybrid arrangement. The flexibility allows operations professionals to manage their time effectively, balancing project work, data analysis, and team collaboration.

📝 Enhancement Note: The hybrid work environment reflects a modern approach to work, balancing the need for focused individual work with the benefits of in-person collaboration and team cohesion, particularly important for complex project design and stakeholder alignment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and application to assess alignment with the core requirements, particularly experience in pharmaceutical project management and stakeholder engagement.

• Hiring Manager Interview: A discussion with the SSD Lead to delve deeper into your experience, approach to problem-solving, and understanding of the patient journey and pharmaceutical landscape. Expect behavioral questions.

• Case Study/Presentation: You may be asked to prepare and present a case study demonstrating your ability to design a solution for a hypothetical patient journey challenge or analyze the success of a past project. This will assess your analytical skills, strategic thinking, and presentation abilities.

• Cross-Functional Interview: An interview with key stakeholders from medical, legal, compliance, or marketing teams to assess your collaboration and negotiation skills and understanding of cross-functional dependencies.

• Final Interview/Offer: A final discussion, potentially with a senior leader, to confirm fit and extend an offer.

Portfolio Review Tips:

• Structure: Organize your portfolio to clearly showcase 2-3 key pharmaceutical projects. For each, detail the problem statement (patient journey pain point), your role, the solution designed, the approval process managed, implementation steps, and quantifiable outcomes (KPIs).

• Impact Focus: Emphasize the "lasting outcome" and how your solutions accelerated time to treatment or improved patient experience. Use data and metrics to support your claims.

• Process & Compliance: Highlight your experience navigating medical, legal, and compliance processes. Detail your approach to vendor selection and management if applicable.

• Visuals: Use flowcharts, diagrams, or dashboards to illustrate patient journeys, workflows, and KPI tracking.

• Tailoring: Briefly explain why your experience is particularly relevant to Novartis and the specific challenges of the pharmaceutical industry.

Challenge Preparation:

• Patient Journey Mapping: Practice mapping out patient journeys for common or complex therapeutic areas, identifying critical touchpoints and potential intervention points.

• Problem-Solving Scenarios: Prepare to discuss how you would approach designing a solution for a specific patient journey challenge, considering digital integration, compliance, and stakeholder buy-in.

• KPI Development: Be ready to discuss how you would define relevant KPIs for a new service or solution aimed at improving patient access or treatment adherence.

📝 Enhancement Note: The interview process will likely focus on assessing both technical project management skills and soft skills related to collaboration and influence within a highly regulated industry. A well-curated portfolio demonstrating tangible impact is essential.

🛠 Tools & Technology Stack

Primary Tools:

• Project Management Software: Proficiency with tools like Microsoft Project, Asana, Jira, or Monday.com for planning, tracking, and managing project timelines, resources, and dependencies.

• Collaboration Platforms: Experience with Microsoft Teams, Slack, or similar for real-time communication, document sharing, and virtual meetings.

• Presentation Software: Advanced skills in PowerPoint or Google Slides for creating compelling presentations, case studies, and reports.

Analytics & Reporting:

• Data Analysis Tools: Familiarity with Excel for data manipulation and analysis. Experience with business intelligence tools like Tableau or Power BI for creating dashboards and visualizing KPIs may be advantageous.

• CRM Systems: While not explicitly mentioned, understanding how CRM data (e.g., Salesforce) can inform patient journey analysis or stakeholder engagement is beneficial.

CRM & Automation:

• Digital Health Platforms: Experience or familiarity with digital health solutions, patient support programs, or health technology platforms that aim to improve patient outcomes or operational efficiency.

• Compliance Management Systems: Awareness of systems used for tracking and managing regulatory compliance within the pharmaceutical industry.

📝 Enhancement Note: While specific tools are not listed, a strong foundation in standard project management and collaboration tools is expected. The ability to leverage data for decision-making and understand digital health applications will be key differentiators.

👥 Team Culture & Values

Operations Values:

• Patient Centricity: A core value is placing the patient at the heart of all design and implementation efforts, ensuring solutions directly benefit their health outcomes and experience.

• Innovation: A drive to develop novel and scalable solutions that push the boundaries of patient care and treatment access within the pharmaceutical sector.

• Integrity & Compliance: A strong commitment to upholding the highest ethical standards and adhering strictly to all medical, legal, and compliance regulations.

• Collaboration: Valuing teamwork and cross-functional partnerships to achieve shared goals and overcome complex challenges.

• Excellence: Striving for high-quality execution, measurable impact, and continuous improvement in all projects and processes.

Collaboration Style:

• Cross-Functional Integration: The role demands a highly collaborative approach, working seamlessly with diverse teams across different functions (medical, legal, marketing, digital, etc.) to ensure holistic solution design and approval.

• Stakeholder Alignment: Emphasis on proactive communication, negotiation, and consensus-building to align internal and external stakeholders around project objectives and outcomes.

• Process Improvement Culture: An environment that encourages the continuous review and optimization of processes for efficiency, compliance, and effectiveness, particularly within the patient journey framework.

📝 Enhancement Note: Novartis's values are deeply rooted in its mission to improve patient lives. Operations professionals in this environment must demonstrate a strong ethical compass, a commitment to quality, and the ability to work effectively within a matrixed, highly regulated organization.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Regulations: The primary challenge is ensuring all designed solutions and projects meet stringent pharmaceutical compliance and regulatory standards across the UK and potentially other markets.

• Cross-Functional Alignment: Gaining consensus and buy-in from diverse internal departments (medical, legal, compliance, marketing) with potentially competing priorities can be challenging.

• Accelerating Time to Treatment: Balancing the need for speed in project delivery with the thoroughness required for regulatory approval and ensuring genuine patient benefit.

• Vendor Selection & Management: Identifying and managing external vendors effectively to ensure they can deliver high-quality, scalable solutions within budget and on time.

• Measuring Impact: Defining and accurately tracking KPIs to demonstrate the tangible impact of solutions on patient journeys and business objectives can be complex.

Learning & Development Opportunities:

• Therapeutic Area Expertise: Deepen knowledge in specific therapeutic areas that Novartis focuses on, understanding their unique patient journeys and challenges.

• Digital Health Innovation: Gain exposure to cutting-edge digital health technologies and their application in patient care and support.

• Project & Program Management: Further develop skills in managing large-scale, complex projects, potentially through certifications or advanced training.

• Leadership Development: Opportunities to hone leadership, negotiation, and strategic planning skills through challenging projects and mentorship.

• Industry Conferences & Networking: Participate in relevant healthcare and pharmaceutical industry events to stay abreast of trends and expand professional networks.

📝 Enhancement Note: The role presents significant opportunities for professional growth by tackling complex challenges within a leading pharmaceutical company, fostering expertise in patient-centric solutions and navigating regulated environments.

💡 Interview Preparation

Strategy Questions:

• Patient Journey Design: "Describe a time you identified a critical pain point in a patient journey and designed a solution to address it. What was your process, who did you involve, and what was the outcome?" (Prepare a STAR method answer focusing on problem, action, result, and impact).

• Compliance & Speed: "How do you balance the need for rapid project approval and implementation with strict medical, legal, and compliance requirements in the pharmaceutical industry?" (Discuss your strategies for engaging compliance early, proactive risk assessment, and efficient documentation).

• Stakeholder Management: "Tell me about a situation where you had to negotiate with multiple internal or external stakeholders with conflicting priorities. How did you achieve alignment and drive the project forward?" (Highlight your negotiation tactics, communication skills, and ability to find common ground).

Company & Culture Questions:

• Novartis Mission: "What interests you about Novartis's mission and how do you see your role contributing to it?" (Research Novartis's current therapeutic areas, R&D focus, and patient support initiatives).

• Hybrid Work: "How do you plan to maximize your productivity and collaboration in a hybrid work environment, particularly when working with cross-functional teams?" (Discuss your strategies for effective communication, time management, and leveraging in-office days).

• Innovation: "How do you approach identifying and implementing innovative solutions in a regulated industry like pharmaceuticals?" (Showcase your understanding of balancing innovation with risk management and compliance).

Portfolio Presentation Strategy:

• Narrative Arc: Structure your portfolio presentation around a clear narrative for each project: the challenge, your strategic approach, the operational execution (including compliance and stakeholder management), and the measurable results.

• Data Visualization: Use clear, concise visuals (charts, graphs, flow diagrams) to illustrate complex information, such as patient journey maps, project timelines, and KPI trends.

• Conciseness: Be prepared to present your key projects within a specified timeframe, focusing on the most impactful aspects and your direct contributions.

• Q&A Readiness: Anticipate questions about your decision-making process, how you handled specific challenges, and how your solutions align with Novartis's broader business strategy.

📝 Enhancement Note: Preparation should focus on demonstrating a deep understanding of the pharmaceutical industry's unique challenges, a strong project management toolkit, and a patient-centric approach to solution design. Emphasize quantifiable achievements and your ability to influence and collaborate.

📌 Application Steps

To apply for this Solution & Service Design Manager position:

• Submit your application through the Novartis careers portal via the provided link.

• Portfolio Customization: Tailor your CV and cover letter to highlight your experience in managing large-scale pharmaceutical projects, patient journey optimization, and navigating regulatory compliance. Prepare your portfolio with specific case studies demonstrating your impact.

• Resume Optimization: Ensure your resume clearly lists your experience with project management, cross-functional collaboration, stakeholder engagement, and any relevant healthcare or pharmaceutical industry knowledge. Use keywords from the job description such as "patient journey," "pharmaceutical projects," "compliance," and "stakeholder management."

• Interview Preparation: Practice answering behavioral and situational questions using the STAR method. Prepare specific examples that showcase your problem-solving skills, leadership capabilities, and understanding of the pharmaceutical operating environment. Rehearse your portfolio presentation.

• Company Research: Thoroughly research Novartis's current therapeutic areas, strategic priorities, and commitment to patient access. Understand their approach to digital health and innovation. This will help you articulate your interest and fit during interviews.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.