Customer Experience Manager

3 days ago

Hyderabad, Telangana, India Novartis Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job DescriptionKey Responsibilities:
  • Customer satisfaction: monitor and report the performance of different parts of the organizations and service providers towards the users and stakeholders' community.
  • Continuous Improvement: Identify opportunities for improving the efficiency and effectiveness of the scientific computing environment, implementing best practices and innovative solutions to increase customers' satisfaction
  • Service Management: Oversee the delivery of IT services related to scientific computing, ensuring they meet the needs of the Global Drug Development department.
  • Vendor Management: Manage relationships with external service providers, ensuring they deliver high-quality services in line with contractual agreements.
  • Performance Monitoring: Monitor and evaluate the performance of internal and external services, implementing improvements as necessary to maintain optimal service levels.
  • Collaboration: Work closely with internal stakeholders, including scientists and IT professionals, to understand their needs and ensure the scientific computing environment supports their work effectively.
  • Digital Product Model: Work within a digital product model, collaborating with the product team and various project teams to ensure alignment and successful delivery of services.
  • Service Transition: Manage service transition processes to ensure smooth implementation of new or changed services, minimizing disruption and ensuring continuity. Incident Management: Lead the resolution of service-related incidents, minimizing downtime and ensuring timely communication with affected stakeholders.
  • Compliance: Ensure all services comply with relevant regulatory requirements and company policies. Onboarding, offboarding, training: support the users in getting on and off the TSC products and platforms and collaborate with the Product Owners and change, communications and training teams to ensure knowledge content which they own is available and accessible
Minimum requirements
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Proven experience in service management, preferably within a scientific or pharmaceutical environment.
  • Strong understanding of scientific computing and its application in drug development.
  • Excellent vendor management skills, with experience managing external service providers.
  • Strong problem-solving skills and the ability to lead incident resolution efforts.
  • Excellent communication and interpersonal skills, with the ability to work effectively with diverse teams.
  • Knowledge of regulatory requirements related to IT services in the pharmaceutical industry is a plus.
Commitment to Diversity and Inclusion:

Novartis

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