IT Service Management Expert
hace 3 semanas
Job Description:
The IT Service Management Specialist 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. This role requires a highly skilled and motivated individual who can govern the service operations, service transition, quality, compliance, and audit readiness of services delivered often on a 24X7 basis as per shifts.
Main Responsibilities:
- 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 Predict and prevent operations for assigned scope with target to identify gaps, reducing MTTR, improving time to delivery and CSAT within the scope in collaboration with service lines.
- Manage service operations with standardized services, processes, and tools to provide efficient, high-quality services.
- Analyze and identify improvement opportunities in existing processes, procedures, and drive 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.
- 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 learnt sharing.
Requirements:
- 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.
About 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.
How do we achieve this?
With our people. It is our associates that drive us each day to reach our ambitions. Be part of this mission and join us
$104,000 - $140,000 per year (estimated salary)
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