IT Service Management Leader

hace 2 semanas

Barcelona, Barcelona, España Novartis A tiempo completo
Job Description

Novartis is seeking a highly skilled IT Service Management Specialist to drive holistic IT service management across all ITIL processes, service operations, operational quality management, continual service improvement, and supplier operational governance.

Main Responsibilities:
  • Drive IT service management across ITIL processes, service operations, and continual service improvement.
  • Manage service operations, service transition, quality, compliance, and audit readiness of services delivered on a 24/7 basis.
  • Collaborate with the Service Excellence team to meet customer and internal IT service levels and drive continuous service improvement.
  • Analyze and identify improvement opportunities in existing processes and procedures, and drive for improvement using Six Sigma, process simplification, or automation.
  • Provide analytical reports for actionable periodic supplier governance calls to ensure quality services, meet KPIs and SLAs, and CSAT targets.
  • Support process simplifications and improvement areas to ensure efficient operations delivery and a stable IT environment.
  • Monitor compliance of NVS vendors to defined governance structures and ensure expected value is delivered.
Requirements:
  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • 3 years of experience as a Service Manager, Customer Success, or equivalent roles.
  • Experience with Salesforce Marketing Cloud, Salesforce Marketing Cloud Personalization, Salesforce Data Cloud, and 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.
Why Novartis:

We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve. 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.

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