Operations Manager

3 weeks ago

Bengaluru, India Novo Nordisk Full time

The position

holder will be responsible for overseeing the day-to-day operations in the Asia time zone, ensuring that all processes and procedures are running smoothly and efficiently. This role requires excellent organizational and communication skills, as well as the ability to manage multiple tasks and prioritize effectively. Be an individual contributor but work closely with the team to ensure they are engaged and motivated to think about Operational Excellence. The key responsibilities include: Service and Delivery: Prioritize incidents, Standard service requests, based on SLA lead time. Deliver to Line of business in accordance with agreed Service Level Agreements. Analyze data to find bottlenecks and remove/highlight these to management e.g. Analysis of “on-hold” column. Closing window coordination in collaboration with Service Managers. HAPO planning, communication, and coordination. Managing Hyper Care requests. Delivery of services 24/7 – how to utilize the 3 times zones, set processes for tasks that are handed-over. Optimize and Manage Night & Weekend -duty by data analysis with S&O team. Optimisation & Automations : Bring forward candidates for Optimisation & automation to Product owners. Optimise ServiceNow functionality, which can support analysis and automation e.g. Portal forms, Vendor Manager Workspace. Responsible for Operational Excellence in the Asia time zone, working closely with the operations team to ensure high-quality FLOW. Continuously optimize processes and lead times to improve efficiency and productivity. Collaborate with Product Owners to suggest improvements to prevent recurring incidents. Work with ServiceNow data to monitor and improve performance metrics. Critical and Major incidents: Managing Major and Critical incidents – in connection to communication and alignment between Products until the issue is solved. Ensure resolution of major/critical incidents by being part of the rotation with on-call support. Ensure fast resolution of major and critical incidents, with root cause analysis and mitigating actions taken to prevent reoccurrence. Communication & collaboration: Communicate around standard upgrades and changes – and what is that impact on the different sites. Engage with Sites around Delivery lead times, to align expectations. Close dialogue on resources (internal & consultants) with Product Owner and People leaders e.g. Budget, Time for on-boarding. Close collaboration with Product Owners and transition plan once a Service must be moved from Development to Operations. Maintain good communication with LoB and stakeholders, including a team of 3 Operations Managers in different time zones. Focus on the Asia time zone, but also have global responsibility for Operational Excellence. Be respectful and motivating towards experienced people, leveraging their skills to drive success. Excellent communication skills in English (written/spoken). Ability to analyse and provide guidance on complex issues in a timely and structured manner. Budget and contract management. Qualifications Master’s or Graduate degree in relevant field (Software Engineering, Economics, Computer Science, Business Administration) with Min12+yrs of experience in IT industry, preferably in the pharma industry or any regulatory industry. 7+ years of experience in operations management (Incident, Problem and change management. Strong leadership and management skills, with the ability to motivate and inspire a team. Excellent communication, organization, and problem-solving skills. Knowledge of best practices in operations management, including inventory management, supply chain, and production processes. Ability to work under pressure and meet tight deadlines. Proficient in Microsoft Office and experience with ERP systems. Experience working with ServiceNow data and analytics to drive improvements. Able to work in Asia time zone. Basic experience is required in Optimisation & Automations. Working at Novo Nordisk We are a proud life-science company, and life is our reason to exist. We’re inspired by life in all its forms and shapes, ups and downs, opportunities, and challenges. For employees at Novo Nordisk, life means many things – from the building blocks of life that form the basis of ground-breaking scientific research, to our rich personal lives that motivate and energise us to perform our best at work. Ultimately, life is why we’re all here - to ensure that people can lead a life independent of chronic disease.

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