REQ-10026085
Okt 18, 2024
Mexico

Sammanfattning

- -Responsible for holistic IT Service Management including all ITIL Processes, Service Operations as well as Operational Quality Management oversight along with continual service improvement and supplier operational governance. -Govern the service operations, service transition, quality, compliance, and audit readiness of services delivered. -Manage a service operation with standardized services, processes, and tools to provide efficient, high quality services. -Provide highest business value through effective management of IT resources (people, financial resources, and services) related to the function. -Meet customer and internal IT service levels and proactively drive continuous service improvement collaboration with the Service excellence team of the Function. -Contribute to enabling operational excellence and continuous improvement in the Service quality across TT. -Own and drive the delivery of the service ensuring delivery to SLA and Service continuity meeting the consumer needs.

About the Role

Major accountabilities:

  • Role will ensure that all contracted SLAs of suppliers are being reported correctly and engage any challenges to ITSMO and drive improvements.

Key performance indicators:

  • Stable, compliant, secure, and cost-effective operations measured by Availability, Performance, Capacity Metrics along with continuous cost reductions YOY.
  • No major business disruptions, Responsiveness and Recovery Speed of critical incidents / issues in business.
  • Speed and agility in delivering services to users.
  • Operational targets, SLAs and KPIs are met.
  • Operational efficiencies delivered through suppliers and level of process control.
  • Learning Agility, Ability to evaluate and launch new services & capabilities.
  • Productivity gains and defect reduction through continuous improvement.
  • Automation led Programmable Infrastructure and Platform Services.
  • Establish a Technical Vision, clear strategy, and execution against the plan.
  • Compliance level of applicable IGM/ISRM policies.

Minimum Requirements:
Work Experience:

  • Financial Management.
  • Supporting Quality activities / issues.
  • Strong cross functional leadership.
  • Risk.
  • Ambiguity.
  • Patient/client driven with excellent communication skills.
  • Operations Management and Execution.

Skills:

  • Budget Management.
  • Communication Skills.
  • Incident Management.
  • IT Governance.
  • IT Service Management.
  • Performance Management.
  • Problem Solving Skills.
  • Quality Assurance.
  • Stakeholder Management.

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

Operations
CTS
Mexico
INSURGENTES
Technology Transformation
Full time
Regular
No
A female Novartis scientist wearing a white lab coat and glasses, smiles in front of laboratory equipment.
REQ-10026085

Assoc. Dir. DDIT APD CE Service Mgmt.

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