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Service Delivery manager -Third Party Risk Management

Novartis
Hyderabad, AP
29 days ago: Novartis

Job Description

Job ID 249862BR
Position Title Service Delivery manager -Third Party Risk Management
Job Description “Why Novartis:
927 million: The number of lives we touched in 2017.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 lives.
We 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 medicine. “
Novartis 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:
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. Novartis 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. , For more information on Novartis, please visit http://www.novartis.com
Major Accountability:
- 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
KPI
Project Quality (meeting customer problem); Completeness and accuracy of business demand capture (or if delivering services to IT, IT customer demand capture); Completeness and accuracy of BPM; Completeness and accuracy of SLAs; Adherence to SLAs; Customer Satisfaction; timely and accurate reporting (i.e. Service performance and CSAT analyze); cost efficiency; efficient customer management; project management (i.e. portfolio plan and delivery schedule)
Minimum requirements Bachelors degree in engineering or relevant equivalent experience -Fluency (written and spoken) in English, other local languages would be an advantage 15+ years in Quality Management, ISRM, 3rd party risk management

Job ID 249862BR Position Title Service Delivery manager -Third Party Risk Management Job Description “Why Novartis: 927 million: The number of lives we touched in 2017.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 lives. We 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....