IT Service Manager - Salesforce Marketing Automation

IT Service Manager - Salesforce Marketing Automation

Job Description Summary

Location : Barcelona or Mexico (Hybrid)

Novartis is unable to offer relocation support for this role : please only apply if this location is accessible for you.

We are currently seeking a highly skilled and motivated individual to fill the position of IT Service Management Specialist. In this role, you will be responsible for driving holistic IT service management, encompassing all ITIL processes, service operations, operational quality management, continual service improvement, and supplier operational governance.

Govern the service operations, service transition, quality, compliance, and audit readiness of services delivered often on 24X7 basis as per shifts. Manage a service operation with standardized services, processes, and tools to provide efficient, high quality services.

Meet customer and internal IT service levels and proactively drive continuous service improvement collaboration with the Service excellence team of the Function.

Contribute to enabling operational excellence and continuous improvement in the Service quality across TT.

Drive the delivery of the service ensuring delivery to SLA and Service continuity meeting the consumer needs.

Job Description

Major accountabilities :

• Deliver on IT Service Management for specific tower / service line across ITIL process, Service Operations along with continual service improvement and supplier operational governance. Support in Predict and prevent operations for assigned scope with target to identify gaps, reducing MTTR, improving time to delivery and CSAT within the scope in collaboration with service lines.
• Manage a service operations with standardized services, processes and tools to provide efficient, high quality services.
• This role will analyze and identify improvement opportunities in existing processes, procedures, and drive for improvement using Six Sigma, Process simplification or Automation.
• Provide analytical report for an actionable periodic Supplier Governance calls ensuring they deliver quality services, meet all KPIs and SLAs along with CSAT targets.
• This role also needs to work on process simplifications and improvement areas to ensure efficient operations delivery and stable IT environment.
• Support in ensuring that Asset relevant attributes are correctly maintained in the Configuration and Asset Management System.
• Alternatively also develop and govern processes to effectively manage both internal and external audits across TIS, including audit stakeholder management, remediation tracking, status reporting and lessons learnt sharing.
• Act as the SPOC for both internal and external audit teams across the organization and coordinate respective activities. In addition Monitor compliance of the NVS vendors to defined governance structure and ensure expected value is delivered.

Commitment to Diversity & Inclusion :

We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

Minimum Requirements :

Budget management, Communication Skills, Incident Management, IT Governance, IT Service Management, Performance Management, Problem Solving Skills, Quality Assurance, Stakeholder Management

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