Service Delivery Manager
1 month ago
Department – Validation CoE (Enterprise Platforms & Tech Services)
We are seeking a skilled Service Delivery Manager to anchor our service delivery, clarify customer needs, and establish agreements, contracts, and operational level agreements.
The Position
- Manage end-to-end service delivery, clarify customer needs, and establish agreements, contracts, and operational level agreements.
- Ensure services meet business needs, manage changes, and set expectations with the service owner.
- Address service complaints, conflicts, incidents, and maintain service management processes.
- Oversee daily service operations by optimizing resources, coordinating with stakeholders, and aligning with evolving requirements.
- Manage validation requirements, coordinate testing capabilities, and standardize service quality across projects.
Qualifications
- MCA, M.Sc., B.Sc., or a similar graduate degree in a relevant field (Computer Science, Life Sciences, IT Quality).
- Experience of 7+ years of experience with relevant 3+ years in Service management.
- Experience in people management within the pharmaceutical or other relevant industry.
- Strong experience in global stakeholder management.
- Strong experience in ITIL - Change and Release Management along with incident and problem management.
- Strong validation understanding and documentation experience.
- Excellent communication skills with high degree of flexibility and good interpersonal skills.
About the Department
Cross IT Services is the unit responsible for compliance management of systems at Novo Nordisk. The systems are used on a local, regional, and global scale by many areas of the business, including Sales and Marketing, Production sites, etc., and are critical to the execution of key business processes such as development, manufacturing, sales, finance, etc. This unit is responsible for validating these systems, qualifying the underlying infrastructure, and maintaining the systems in a validated state throughout their operation.
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