Assoc. Dir. Ism Quality

2 weeks ago

Hyderabad Telangana, India Novartis Full time

628 - Applications hosted in the Cloud (SaaS, PaaS, IaaS). 80+ projects that require Public Cloud Infrastructure. 1500% increase in footprint on Azure, 200% on AWS to collaborate on how we reimagine medicine. Would you like to be part of our Data & Digital transformation journey enabling our business strategy as part of Technology & Infrastructure services ? Come learn how you can be part of this amazing journey
Your responsibilities include but not limited to:

- Accountable for holistic IT Service Management including all ITIL Processes, Service Operations as well as Operational Quality Management oversight along with continual service improvement and supplier operational governance for Digital Workplace Operations and Global Service Desk across all locations and regions in Novartis.
- Owns and drives end to end delivery of Service Management aspects of all processes and its execution adherence as per global policies across three time zones in Digital Workplace Operations and Global Service Desk.
- In collaboration with service lines, governs suppliers ensuring services are delivered to the agreed KPIs & SLAs while keeping the Customer Satisfaction as focal point.
- Strives for process maturity/ simplification/ automation and collaborates with various service lines/cross towers to ensure quality services are seamlessly delivered to the business stakeholders through Continual Service Improvement.
- Monitor, Drive, improve and sustain KPI performance through consistent reviews and analysis to ensure services are delivered as expected and agreed KPIs SLAs and OLAs are met.
- Drives 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.
- Responsible for action driven supplier governance ensuring operational risks are minimized, process execution anomalies, deviations, exceptions etc. are tracked and closed.
- Monitors, assesses, and reports the performance of services; takes corrective actions, RCA/corrective action tracking, change oversight, driving continual improvements using six sigma and other industry frameworks in DWO and SD domain.
- Works with internal process owners and service assurance teams through Incident management/ Service Requests / Major incident management processes through MIM on 24x7 basis. Accountable for operational recovery during critical systems outages, IT BCP, or security incidents.

**Commitment to Diversity & Inclusion**:

- Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve._

**Minimum requirements**
- Bachelor’s/Master’s degree in Engineering or equivalent education/ experience
- Strong knowledge of IT service management processes and experience in improving processes. ITIL V3/4 Intermediate or Expert certified, knowledge of DEVOPS/SRE
- 10 years of experience in IT service Management, Governance Infrastructure operations, enterprise environment Applications, Governance and over 12 years’ of total IT experience.

Why Novartis?

766 million lives were touched by Novartis medicines in 2021, and while we’re proud of this, we know there is so much more we could do to help improve and extend people’s lives.

We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation. That a diverse, equitable and inclusive environment inspires new ways of working.

We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility. And we can reinvent what's possible, when we collaborate with courage to aggressively and ambitiously tackle the world’s toughest medical challenges. Because the greatest risk in life, is the risk of never trying

Imagine what you could do here at Novartis

Accessibility and accommodation

Commitment to Diversity & Inclusion:
Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

**Division**

CTS

**Business Unit**

TT CTS

**Country**

India

**Work Location**

Hyderabad, AP

**Company/Legal Entity**

Nov Hltcr Shared Services Ind

**Functional Area**

Technology Transformation

**Job Type**

Full Time

**Employment Type**

Regular

**Shift Work**

No

**Early Talent**

No

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