Global Service Manager - Client Virtualization :
Welcome to the future of medicine.
Be part of a rapidly growing, diverse and high caliber 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 Global Service Manager - Client Virtualization to join the IT organization.
Job Purpose :
Service manager is accountable for the day to day delivery of a particular Service within the agreed service levels. Key Interface between GIS Account Management, Service Line Managers and Service Providers.
Responsible for coordination and support of GIS Global Service Line resources and service delivery components for projects, incidents, problems and requests.
Ensuring that the internally and externally sourced IT services are delivered in accordance with customer requirements. Ensure that the processes underlying internally and externally sourced IT services are aligned with business needs and are carried out in accordance with customer Service Level Agreements, Novartis IT Standards and in line with industry best practice.
Manage and support specialized service’ requests and their dependent GIS Services to deliver customer requirements in accordance with Novartis Business / IT practices.
Responsible for the process life cycle management which includes e.g. order and request management, problem and escalation management, IT continuity management, asset and configuration management, service level management & reporting, demand & capacity management.
Key Responsibilities :
Supports the service owner in maintaining a service road map, as part of a published service strategy Support the service owner in driving life-
cycle, security, compliance, extension and innovation projects according to the service road map
Understands the service including its components, processes, etc. and represents the service across the organization, manages and provides input concerning changes to it and serves as the key stakeholder in processes that enable or support the service.
Ensures that the current and future service level requirements and operational level requirements are identified, understood and documented appropriately (in SLA, OLA, SLR documents)
Ensures effective monitoring, performance and continuous improvement of the service with its underpinning services (SLA, OLA, KPIs), Reviews and assesses them at least annually and addresses gaps / risks where identified.
Is responsible for all the service records and documents (SOPs, WIs, SOM, etc) creation / changes / retirement and reflection of the reality as required.
Liaises with the appropriate process owners throughout the service management lifecycle.
Acts as the counterpart or participates in negotiating Operational Level Agreements (OLAs).
Reviews and assesses changes for their impact on service levels, including SLAs, OLAs and underpinning contracts.
Ensures evaluation of changes relating to configuration items within the scope of the service.
Ensures that the relevant resources from the underpinning IT Services are engaged in the delivery and support of the service.
Approves Service requests to be published in the service request catalog.
Defines the request forms and request fulfillment procedures specific for the service within the guidelines established by the Service Catalog Manager.
Actively participates in service reviews (internal and external).
Ensures that service level reports are produced for the service and that breaches of service level targets are highlighted, investigated and acted upon.
Accepts complaints and manages their recording, escalation (where necessary) and resolution. Measures, records, analyses and improves customer satisfaction for service
Identifies opportunities for continues improvement for the service, delivers improvement plan and manages / coordinates them.
Responsible for Patch Management, IT security issues, Open vulnerabilities related to the service managed
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 :
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.
We are looking forward to talking to you and sharing more about our broad range of opportunities.
Degree in computer science or comparable education / experience
Working and thinking level or comparable education / experience in the client virtualization / Citrix
Fluency (written and spoken) in English
Excellent written and verbal communication and presentation skills
5+ years of working experience in IT
More than 3 years of experience in Service Management of a global or regional service portfolio in similar areas as above, across geographies and business areas
Working experience with a range of IT Tools, platforms, business Intelligence solutions, best practices for Service Management such as ITIL v3
Working experience with implementation of new processes or methodologies in complex organizations
Working experience with internal and external service providers, regulated environment (incl. data privacy, GxP, SOX).
Extensive experience and excellent professional skills in the area of IT Process Management
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 and experience in leading direct or indirect reports
Proven capability to manage an organization with direct and indirect