Service Delivery Manager

2018-07-18

Service Delivery Manager, Novartis, Prague, Czech Republic

Welcome to the future of medicine.
Be part of a rapidly growing, diverse and high calibre team of passionate people who strive to make a difference. Join the Novartis team in Prague and enjoy our inspiring environment. We offer a comprehensive compensation package, a wealth of opportunities for career development and an undeniably friendly culture.

Job Summary

Novartis is currently searching for a Service Delivery Manager to join the IT team in Prague

Job Purpose

Represent IT to the business (or in the case of central functions, to the IT groups receiving services), ensuring that expectations for IT services are met. Capture, qualify and help prioritize new IT demand and lead the delivery of projects for the business, from initiation to operational handover, aligning with COEs and other BEFs where needed.

Key Responsibilities

Act as primary point of accountability for IT matters for designated business customers (or if delivering services to IT, act as the primary point of accountability for function service portfolio to the relevant IT customer group) usually across locations, business domains, and/or geographical boundaries
Oversee the IT service portfolio for the capability area
Develop and enhance relationships with key stakeholders, actively manage their expectations and monitor satisfaction levels
Ensure all end-user requirements for IT services are documented through Service Level Agreements (SLAs)
Ensure SLAs are met for all IT Services Manage the collection of customer feedback and identify optimization areas
Identify and manage risks in relation to IT Services underpinning business processes
Identify and qualify new demand with overall responsibility for steering proposals through the early phases of approval
Lead initiatives to identify opportunities, gather high level requirements, perform high level technology impact analysis, and work directly with customer teams to identify and develop business cases, and obtain sponsorship
Provide input on demand requirements for the creation and maintenance of overall IT strategy
Ensure IT investments and services for customer group are aligned with business requirements and IT strategy
Ensure the overall user experience is taken into account when designing and deploying new solutions and services
Direct the delivery of projects through active sponsorship, leadership and involvement to ensure they meet time, cost and quality requirements and business needs
Provide leadership and decision making support by establishing project governance and ensure the effective overall use of resources to meet business objectives
Proactively share knowledge of technology risks and opportunities to build competitive advantage
Ensure investments are leveraged by establishing a solid governance model leveraging solutions (build once; use often)
Drive adoption of global solutions
Take accountability to ensure adherence with Security and Compliance policies and procedures within Service Delivery scope

About Us

Novartis Global Service Center (NGSC) in Prague:

The Center, one of 5 around the world, delivers a broad variety of services to the Novartis worldwide. We have highly qualified teams in areas such as scientific and commercial services (known as Product Lifecycle Services), IT, Human Resources, Financial Reporting & Accounting, Procurement, Real Estate and Facility Services, Legal & Compliance, Finance and Communications.

Here’s some of the reasons we think you should join us:

A job with a purpose. At Novartis, we all contribute to our mission to discover new ways to improve and extend people’s lives.
A wealth of opportunities for career progression and working with best-in-class professionals.
A diverse team that reflects the rich diversity of our markets. Over 55 nationalities speaking with 30+ languages, all generations, and more than 44% of female.
Our modern and newly designed workplace is a pleasant place that reflects the need for flexible ways of working in order to bring new ideas to life.
We live by our values; we cherish not only what we do but also how we do it. .
Diversity & Inclusion mind-set. We aspire to move beyond stereotypes and bias to bring differences together, so we can see the world through the eyes of our patients and customers.

Our Comprehensive Compensation Package Includes

Competitive salary;
Annual performance-based bonus;
Employee recognition scheme;
A benefits scheme above local legislation standards including pension and risk-life insurance, benefit package for health, education, culture and sport activities;
Healthcare program that offers easy access to comprehensive health care;
Variety of medical check-ups or consultations on-site;
An Employee Assistance Program;
25 days annual leave, 4 days paid sick leave and Christmas holiday;
Public transport allowance;
Flexible working arrangements including Home Office;
Support for a healthy lifestyle through the daily offering of fruit & vegetables.

The Ideal Candidate Will Have

Minimum requirements

Degree or relevant equivalent experience
> 12 years of experience in IT or technical management positions

Novartis are an equal opportunities employer and welcome applications from all suitably qualified persons.
Division
NBS
Business Unit
IT NBS
Country
Czech Republic
Work Location
Prague

Company/Legal Entity

NOV CZE
Functional Area
Information Technology
Job Type
Full Time
Employment Type
Regular

Úroveň pracovních zkušeností

Střední služební věk

Obor

Farmaceutický průmysl

Druh úvazku

Plný úvazek

Pracovní funkce

Analytik
Informační technologie

Offers