Service Delivery Expert

Job Description

275678BRService Delivery ExpertJob DescriptionWhy Novartis:Why consider Novartis750 million. That s how many lives our products touch. And while we re proud of that fact, in this world of digital and technological transformation, we must also ask ourselves this: how can we continue to improve and extend even more people s livesWe believe the answers are found when curious, courageous and collaborative people like you are brought together in an inspiring environment. Where you re given opportunities to explore the power of digital and data. Where you re empowered to risk failure by taking smart risks, and where you re surrounded by people who share your determination to tackle the world s toughest medical challenges. We are Novartis. Join us and help us reimagine medicineNovartis Business Services IT (NBS IT) is working to support Novartis to deliver better patient outcomes through innovative use of information and technology. As technology is reshaping the healthcare industry, IT will be a differentiator for our businesses, inspiring new ideas and enabling Novartis to reimagine medicine. To continue to add even greater value for the business we need to have the right people with the right capabilities in the right location. We need to be customer- oriented and focus on bringing the best services and solutions to the business both globally and locally to support our patients.NBS IT offers this extraordinary work experience with a real opportunity to develop in a highly fast- paced technology- driven environment where collaboration and innovation are at the heart of who we are and what we do. Position Purpose:Act as the primary point of contact for the business - specific business capability - for existing and new services to ensure that agreed services are being delivered to requirements and business user expectations and satisfaction levels are met.Major Accountability :- Act as the primary connection between service delivery and the business for a given capability - Ensure IT services are aligned with business strategy, business objectives, business requirements, standards and regulations - Understand the processes, plans, objectives, drivers, and issues related to the business capability, as well as the appropriate external policies and regulations. - Identify and qualify new demand with overall responsibility for steering proposals through the early phases of approval - Participate in establishment of budgets and investment proposals - Ensure the introduction of new / modified services happens in a planned, controlled and timely manner to minimize disruption and maximize benefit - Provide IT consulting to the capability stakeholders, educate them on IT processes and methodologies and drive adoption of global solutions - Ensure service adherence with quality, compliance and security standards and delivery of associated corrective service actions - Provide a uniform approach to the way in which customer feedback is handled and resolved - Ensure technology impact analysis is provided to business - Facilitates project kick- offs contributing to the success of a project team - Experience on state- of- the- art integration technologies (Messaging Middleware, ESB, SOA, EAI, REST & SOAP APIs, and Database Replication) - Take accountability, engage and drive discussions with Security and Compliance teams, Architects, IT operations and other relevant IT units (Analytics CoE) to ensure delivery of capabilities is in alignment with Novartis policies, processes and delivery methodologiesKPI:- Completeness and accuracy of business demand capture - Project execution survey (quality, time, cost) - Project quality (meeting customer problem) - Process efficiency - IT services risk mgmt. recorded / managed - Customer Satisfaction - Service quality: timely and accurate reporting (i.e. Service performance and CSAT analyze);Minimum requirementsMasters in computer Science / Medical/ Bio- Medical/ Healthcare English 8+ years in software development / IT solution delivery with 5 years of experience working in a pharmaceutical R&D space or relevant healthcare environment Experience building roadmaps working closely with SDM, running workshops, and building business partnerships Experience working/ engaging in global/ matrix settingDivisionNBS Business UnitIT NBS CountryIndia Work LocationHyderabad, AP Company/ Legal EntityNov Hltcr Shared Services IndFunctional AreaInformation Technology Job TypeFull TimeEmployment TypeRegular,

Keyskills :
buildingbusinesspartnerships itservices itconsulting itoperations sharedservices impactanalysis computerscience servicedelivery patientoutcomes projectexecution businessstrategy solutiondelivery usin