927 million: The number of lives we touched in 2017.And while we’re proud of that fact, in this world of digital and technological transformation, we must also ask ourselves this: how can we continue to improve and extend even more people’s lives.
We believe the answers are found when curious, courageous and collaborative people like you are brought together in an inspiring environment. Where you’re given opportunities to explore the power of digital and data. Where you’re empowered to risk failure by taking smart risks. And where you’re surrounded by people who share your determination to tackle the world’s toughest medical challenges.
We are Novartis. Join us and help us reimagine medicine. “
Novartis Business Services IT (NBS IT) is working to support Novartis to deliver better patient outcomes through innovative use of information and technology. As technology is reshaping the healthcare industry, IT will be a differentiator for our businesses, inspiring new ideas and enabling Novartis to reimagine medicine.
To continue to add even greater value for the business we need to have the right people with the right capabilities in the right location. We need to be customer-oriented and focus on bringing the best services and solutions to the business – both globally and locally – to support our patients.
NBS IT offers this extraordinary work experience with a real opportunity to develop in a highly fast-paced technology-driven environment where collaboration and innovation are at the heart of who we are and what we do.
Position title: Service Delivery & Operations Manager Auth, IAM Tools & Availability Represent the IT function to the business, ensuring the enforcement of policies and processes. Own solution development in the respective area, through operational steady state managing the operations of all service and systems in scope, ensuring stability and integrity, and meeting customer service levels.
- Act as primary point of accountability for respective service matters for designated business or IT customers usually across locations, business domains, and/or geographical boundaries - Develop and enhance relationships with key stakeholders, actively manage their expectations and monitor satisfaction levels and service adoption - Capture demand for services in collaboration with Demand and Supply Manager - Ensure all requirements are documented through Service Level Agreements (SLAs) and ensure SLAs are met - Monitor, measure, report and review performance of services in close collaboration with Service Performance Management - Lead management of day to day service operations and ensure resource efficiency - Create and maintain portfolio plan and delivery schedule for all new and enhanced capabilities, functionality, products and services - Develop standards and best practices to deliver services - Ensure the overall user experience is taken into account when designing and deploying new solutions and services - Manage the lifecycle of incidents and minimize their adverse impact on business operations - Identify root causes of problems and initiate fixes required to prevent recurrences - Identify and manage risks in relation to any IAM identity and access management service underpinning business processes - Ensure appropriate operational service documentation is created and accepted by stakeholders - Enable knowledge about solutions is collected and distributed to enable effective support - Take accountability to ensure adherence with Security and Compliance policies and procedures within Service Delivery and Operations scope
Key Performance Indicator
Operation services are delivery within agreed SLAs; adherence to the Novartis IT quality standards; No major business disruptions; Yearly budget targets for operations met; Time to solve incidents; Number of recurring problems; Completeness; Quality of Business Process Model(BPM); Concise reflection of Service Level Agreements(SLAs); Customer feedback (expectations met/exceeded); Project delivery success
Service Delivery and Operations Manager - IAM Tools and availability