Senior Service Manager I

2 weeks ago

Bengaluru, Karnataka, India Novo Nordisk Full time
Job Description

- As a Senior Service Manager at Novo Nordisk, your responsibilities include organizing and overseeing the annual disaster recovery drill, managing user access rights and permissions, coordinating access reviews, and overseeing departmental SharePoint sites
- You will also provide guidance on best practices for access management and SharePoint content management to the team

You will also be tasked with the following additional responsibilities:

- Ensure compliant operation of PS net and maintain agreed Service Levels (SLA) for all services in the Service Catalogue
- Responsible for maintaining, operating, and optimizing ITIL processes
- Also oversees change control, configuration management, and ensures PS net availability meets agreed levels for Network and Critical Services
- Additionally, responsible for lifecycle management overview, documentation, and year wheel activities planning for PS net systems
- Ensure continued and improved overall user satisfaction with PSnet systems
- Ensure a compliant platform worldwide in Product Supply and to establish strong relationship with stakeholders, end users, Service owners and IT suppliers
- Manage the IT Infrastructure, audits and compliance levels as per Novo Nordisk norms
- Manage and liaise with the IT Infrastructure IT System vendors providing system management support across PSnet
- Serve as a SPOC during External and Internal audits for PS net IT Infrastructure Services in PS IT

Qualifications

- Masters degree or bachelors degree in software engineering, Computer Science, Business Administration, or a related field
- 10+ years of overall IT experience, with relevant 5 years of experience in IT systems management in a large organization
- Proven track record in managing end-to-end systems and applications, including incident, problem, and change management
- GxP/pharmaceutical industry experience is essential
- Extensive experience in system validation, compliance, and IT system audits is a must
- Skilled in stakeholder and vendor management, excellent communication and presentation, adept at coaching and knowledge sharing
- Good Knowledge in Agile framework or waterfall model is preferred
- Good understanding of IT infrastructure components and services
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