Service Operations Expert WAN

Job Description

Major Accountabilities: - Oversee and monitor day- to- day operations of all systems and applications in scope to ensure stability, integrity and business continuity - Ensure all services/ major accountabilities (based on ITOM Role, Anchor Role, Design Authority Input/ function Input) are delivered to the agreed SLAs - Monitor, measure, report and review performance of services in close collaboration with Service Performance Managers - Manage the lifecycle of incidents and minimize their adverse impact on business operations - Ensure that incidents are followed up and solved appropriately - Oversee problem management and drive identification of root causes as well as sufficient prevention of recurrences - Ensure adherence to documented operational procedures to maintain system integrity - Ensure that configuration items are identified, accounted, reported, verified and audited - Ensure appropriate operational service documentation is created and accepted by stakeholders - Responsible for application lifecycle management and its continual improvements - Manage and support applications to meet the needs of a defined business area, including providing technical support to the Business and IT - Maintain and ensure all application data is consistent across the various repositories e.g. Clarity and RoD. - Implement a vendor strategy, if required - Monitor suppliers involved in operations - Enable knowledge about systems and services is collected and distributed to enable effective support - Ensures that the relevant resources from the underpinning IT services are engaged in the delivery and support of the IT application. - Take accountability to ensure adherence with Security and Compliance policies and procedures within Service/ Solution Operation scope KPI: Operation services are delivery within agreed SLAs, e.g. time to solve incidents; Adherence to the Novartis IT quality standards; No major business disruptions; Yearly budget targets for operations met; Number of recurring problems; Application records with proper data quality and consistency across the various repositories; Operational targets and KPIs related to applications lifecycles management met WAN Services strategy clearly understood, communicated and executed, well aligned to TIS strategy and Global IT strategy, and providing competitive advantage to Novartis. Adherence to budget and demonstration of efficiency initiatives with positive budget impact both within the TIS and IT/ business. Achieved targets in value contribution and customer satisfaction in line with agreed time, quality and budget Ensure key strategic TIS programs are delivered and implemented within agreed and scheduled timelines and adhere to the Novartis IT quality standards. Achievement of agreed targets in terms of quality, time and cost. Achievement of service levels corresponding to industry best practice and customer needs (price/ performance etc.) Achievement of modern technology and operations concepts according to industry best practice Levels of collaboration/ working relationship/ personal acceptance achieved with customers inside and outside of Global IT Infrastructure Services Minimum requirements o University degree level education or comparable education in Computer Science OR Engineering Science (technical background) OR work experience as senior network engineer in a global enterprise. Business fluent in English (written and spoken) More than 7 years of Business / IT experience inc. ITIL Demonstrated leadership skills, > 5 years proven management experience within a matrix organization Proven track record in managing complex teams across different vendors In- depth expertise in one or more IT disciplines and broad knowledge of other disciplines of IT In- depth understanding of business processes and the interrelationships with IT processes. More than 5 years of experience in Service Management of a global or regional service portfolio in similar areas as above, across geographies and business areas Experience in negotiating agreements with corporate suppliers in close co- operation with the sourcing function Track record in delivering multinational projects on time, quality and budget Proven capability to manage an organization with direct and indirect reporting lines in a matrix set- up Entrepreneurial behavior and good financial skills . Willingness to travel (globally),

Keyskills :
applicationlifecyclemanagement itstrategy itservices dataquality servicelevels sharedservices computerscience patientoutcomes itinfrastructure qualitystandards leadershipskills echnicalsupp