Advanced Service Manager I

2 weeks ago

Bengaluru, India Novo Nordisk AS Full time

Department: GITO Digital Workplace APAC

Are you driven by challenges and energized by dynamic work environments? Do you excel in roles where delivering customer-centric service is paramount, and aligning strategically with key stakeholders is essential? If so, we have an exciting opportunity for you. Apply today to become part of our expanding team in a thriving international setting.

About the department

The role is situated within the Digital Workplace product area department, a division of Global IT Operations (GITO). Operating from Bangalore, India, the GITO Digital Workplace APAC department functions as an autonomous entity, embracing an agile framework and collaborating with global product teams to drive digitalization, communication, collaboration, and automation across various IT platforms. Our expanding team comprises seasoned Digital Collaboration and Platform Service Managers, IT Architects, Technical and Business Analysts, who partner with our Danish and US counterparts to address Digital workplace needs for Novo Nordisk employees. Within this domain, we oversee Microsoft 365 Platforms, Power Platform, Novo Nordisk Meeting experience and collaboration technologies, Computing and Mobile platforms, and devices. Our collective focus is on crafting an exceptional digital workplace while upholding stable and secure operations.

The Position

As an Advanced Service Manager I, you will play a pivotal role in overseeing the operational governance and maintenance of infrastructure and support models, ensuring that all Novo Nordisk users have seamless access to and efficient utilization of iOS/Apple IT devices.

Key responsibilities include:

- Managing a range of sub-products/services within the MDM umbrella, including but not limited to:

- Mobile Device Management infrastructure (AirWatch)

- Mobile Fileshare service (Acronis)

- Device enrollment program (DEP)

- iOS and device lifecycle management

- Volume Purchase Program (VPP)

- Global Public Key infrastructure (PKI Service)

- Centralized Mobile App Deployment, whitelisting, and SSO

- Ensuring smooth operations of the product across Novo Nordisk

- Facilitating the adoption of the product throughout Novo Nordisk

- Managing GXP qualification, budget, licenses, and contracts for the aforementioned products

- Engaging in high-level stakeholder collaboration and attention, given the product's extensive reach across all geographical regions and value chains within Novo Nordisk.

Qualifications

• Bachelor's or Master's degree in a relevant field with a minimum of 10+ years of IT experience.

• 4+ years of experience in project management, service management, service delivery, and/or operational vendor management.

• Strong practical knowledge and understanding of MDM platforms such as Airwatch/Intune for iOS devices.

• Proficiency in ITSM processes and systems such as ServiceNow.

• Substantial experience in Incident, Problem, or Change Management.

• Knowledge or experience in Agile methodologies.

• Exceptional communication skills are essential, as the Service Manager will engage with a diverse user base across various organizational and technical proficiency levels.

Good to have:

• Advantageous to have experience in a large global complex organization.

• 2+ years of experience within the Pharma Industry, coupled with a general understanding of business operations.

• General enthusiasm for acquiring knowledge of new IT products/services, as well as project and service management processes.

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