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Service Operations Expert, Salesforce

1 month ago

Telangana, India Sandoz Full time

**Major accountabilities**:

- Drive 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.
- Manage a service operation with standardized services, processes, and tools to provide efficient, high-quality services.
- Meet defined service levels and proactively drive continuous service improvement collaboration with other members of Delivery & Operations team.
- Drive the delivery of the service ensuring delivery to SLA and Service continuity meeting the consumer needs.
- E2E management and coordination of major incidents.
- Owns business communications on operational topics incl. P1 / P2 communication.
- Conduct governance meetings and stakeholder presentations.

**Key performance indicators**:

- Operations SLAs and KPIs defined in supplier contracts.
- Business / user satisfaction.
- Process efficiency; Steady/Uninterrupted process flow.
- Proactive and business focused business communications for major incidents.
- Open issues backlog.
- MTTR (Mean Time to Repair).
- Volume of aging incidents and service requests.

**Minimum Requirements**:
**Work Experience**:

- 3+ years’ experience within the pharmaceutical industry
- 3+ years’ experience to lead and internal or external team of at least 10 team members
- 5+ years’ of IT Service Management expertise.
- 5+ years’ experience with Salesforce

**Skills**:

- Certified in ITIL
- Skills and Knowledge: IT Service Level Management, Cost-Effective Spend Management, Negotiating, Effective Communication, Quality Assurance, Management of Ambiguity and Uncertainty, IT Incident & Problem Management, Quality Management & Standards, IT Governance

**Languages**:

- English.

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