It Service Manager
hace 1 mes
IT Service Manager - Salesforce Marketing AutomationJob ID: REQ-********
Date: Oct 31, 2024
Location: Spain (Barcelona - Hybrid)
Summary: We are currently seeking a highly skilled and motivated individual to fill the position of IT Service Management Specialist. In this role, you will be responsible for driving holistic IT service management, encompassing all ITIL processes, service operations, operational quality management, continual service improvement, and supplier operational governance.
Govern the service operations, service transition, quality, compliance, and audit readiness of services delivered often on a 24X7 basis as per shifts. Manage a service operation with standardized services, processes, and tools to provide efficient, high-quality services.
Meet customer and internal IT service levels and proactively drive continuous service improvement in collaboration with the Service Excellence team of the Function.
Contribute to enabling operational excellence and continuous improvement in the service quality across TT.
Drive the delivery of the service ensuring delivery to SLA and service continuity meeting the consumer needs.
About the RoleMajor accountabilities: Deliver on IT Service Management for specific tower/service line across ITIL process, Service Operations along with continual service improvement and supplier operational governance.Support in predicting and preventing operations for assigned scope with the target to identify gaps, reducing MTTR, improving time to delivery and CSAT in collaboration with service lines.Analyze and identify improvement opportunities in existing processes and procedures, driving for improvement using Six Sigma, process simplification, or automation.Provide analytical reports for actionable periodic Supplier Governance calls ensuring they deliver quality services, meet all KPIs and SLAs along with CSAT targets.Work on process simplifications and improvement areas to ensure efficient operations delivery and stable IT environment.Support in ensuring that asset relevant attributes are correctly maintained in the Configuration and Asset Management System.Develop and govern processes to effectively manage both internal and external audits across TIS, including audit stakeholder management, remediation tracking, status reporting, and lessons learned sharing.Act as the SPOC for both internal and external audit teams across the organization and coordinate respective activities.Monitor compliance of the NVS vendors to defined governance structure and ensure expected value is delivered.Commitment to Diversity & Inclusion: We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.
Bachelor's degree in Computer Science, Information Technology, or related field.3 years of experience as Service Manager, Customer Success, or equivalent roles.Experience with Salesforce Marketing Cloud, Salesforce Marketing Cloud Personalization, Salesforce Data Cloud, Salesforce Marketing Cloud Intelligence.Proven experience in driving IT service management and ITIL processes.Strong knowledge of service operations, operational quality management, and service transition.Supporting quality activities/issues.Operations management and execution.Process and stakeholder management.Why Novartis: Our purpose is to reimagine medicine to improve and extend people's lives and our vision is to become the most valued and trusted medicines company in the world.
Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here: Novartis Network.
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