Cluster Lead Service Manager Information

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Novartis Healthcare Pvt Ltd

Novartis (NYSE: NVS) is a world leader in the research and development of products to protect and improve health and well-being. The company has core businesses in pharmaceuticals, vaccines, consumer health, generics, eye care and animal health. Headquartered in Basel, Switzerland, Novartis employs nearly 115 000 people in over 140 countries worldwide to help save lives and improve the quality of life. The Group is present in India through Novartis India Limited, listed on the Mumbai Stoc... Read More

Address	Sandoz House Shivsagar Estate Dr Annie Besant Road Worli, Mumbai India
Website	www.novartis.in/
Holding	No Holding Details

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Cluster Lead Service Manager

Responsible for ensuring that Service Desk operational activities are delivered through appropriate providers to the expected level of excellence as defined by contractual Service Level Agreements. Responsible for the adherance of both Novartis and providers to contractual agreements. Standardise delivery of Services within the Cluster Accountable for the daily operational activities of the Service Desk within the Cluster region. Act as a SPOC for the SIM / Local Business within the Cluster. Ensure Service Desk adherence to Global Incident and Request Management procedures. Identifies and implements areas for Service Improvement. Escalation Management through to resolution for situations raised both from internal Novartis and Service Desk providers. Single point of contact for operational escalations from Vendors / Local Business to Novartis. Ensures Service Desk operations are delivered to budget. Owns financial responsibility for the Cluster. Development of Escalation Management processes to help drive learnings and improvements from situations and reduce overall escalation volumes. Ensure the alignment of escalations processes with best practices based on the ITIL methodologies framework. Communicate with customers to ensure appropriate expectations are set while still offering alternatives when available. Ensure Vendor / Internal Novartis adherence to Service Levels. Validation and monitoring of quality levels of service providered by Vendors / Internal Novartis. Feedback to the Service Integration Manager highlighting specific areas within existing processes and procedures that have a negative impact on the delivery of the service . Validation and approval of all new services being integrated into operations to ensure impacts are minimized. Ensure Service Desk Vendor / Internal Novartis has appropriate logins, permissions and equipment to deliver services and manage appropriately. Coordinate regular sessions with Resolver Groups within Novartis to update on current status of service and discuss potential improvements and action plans. Negotiates key SLAs / OLAs with teams, as needed and gets them approved. Ensure that both Vendors and Novartis meets its contractual obligations relating to the operational activities within the Service Desk environment. Assist with the continued development and implementation of global Incident Management processes and systems in alignment with global directives. Liaise with other sites in the region to ensure processes can be aligned. Desired Profile University degree in IT or similar diploma with relevant years of experiences. ITIL or formal IT University certification with strong ITSM (IT Service Management) process orientation Technical certifications e.g. MCSE etc will be an added advantage. High level of communications in English (Written and verbal) 4 to 6 years of experience in IT Process / Service Desk Management / Service Delivery Management or IT Operations / Vendor management / Asset management 2 to 4 years of leadership level experience 2 to 4 years of budget forecasting and management responsibility Solid technical knowledge of user environment, including mobile devices, Microsoft Office 2007/2010, Window7 etc. Strong knowledge of Service Desk operations, KPI and SLA management Strong in reporting, trend analysis and presentation skills Added advantage : knowledge of BMC Remedy Experience 2 - 6 Years Industry Type Pharma / Biotech / Clinical Research Role Service Delivery Leader