IT Service Delivery Specialist
hace 19 horas
Novartis is seeking a highly skilled IT Service Delivery Specialist to drive holistic IT service management across all ITIL processes, service operations, operational quality management, and continual service improvement.
About the Role
We are currently looking for a motivated individual to fill this position in Barcelona (Hybrid). The successful candidate will be responsible for governing service operations, ensuring compliance with SLAs, and driving continuous service improvement in collaboration with the Service Excellence team.
Main Accountabilities:
- Deliver on IT Service Management for specific towers/service lines across ITIL processes, service operations, and continual service improvement.
- Predict and prevent operations for assigned scope, focusing on identifying gaps, reducing MTTR, improving time to delivery, and CSAT within scope.
- Manage service operations with standardized services, processes, and tools to provide efficient, high-quality services.
- 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 suppliers deliver quality services, meet KPIs and SLAs, and CSAT targets.
- Work on process simplifications and improvement areas to ensure efficient operations delivery and a stable IT environment.
- Support ensuring asset attributes are correctly maintained in the Configuration and Asset Management System.
- Develop and govern processes to effectively manage internal and external audits across TIS, including audit stakeholder management, remediation tracking, status reporting, and lessons learned sharing.
- Act as the SPOC for internal and external audit teams, coordinating respective activities.
- Maintain NVS vendors' compliance with the defined governance structure, ensuring expected value delivery.
Salary Range: 50,000 - 70,000 EUR per year, commensurate with experience and qualifications.
Benefits:
- A competitive salary package.
- Ongoing training and development opportunities.
- A diverse and inclusive work environment.
Diversity & Inclusion Statement:
Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.
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