Americas Service Delivery Lead, Cfs

hace 2 semanas

Ciudad de México Novartis A tiempo completo

2023 will see Sandoz become a standalone organization As a global market leader in Generics and Biosimilar medicine, Sandoz is stepping forward from a position of strength Those joining Sandoz in the coming months will help shape the future of the company, its growth, innovation, culture and how Sandoz impacts the lives of millions. These will be careers with genuine impactThis is one such role
Are you ready to make a difference?
Your key responsibilities:

- Owns TIS process operations for specific process out of Change Management, Problem Management, Knowledge management, Service Request Management, Event Management, Incident management, Major Incident Management, Asset, Configuration management Transition Management as well as Availability Management etc (some of which be on 24X7 basis).
- Work involves providing inputs for and leading supplier governance for TIS for these processes.
- Role is also responsible meeting various process KPIs, publishing of periodic dashboards as well as reports and correctness of the same.
- Own and drives end to end delivery of Service Management aspects of all processes and its execution adherence as per global policies in specific Tower operations.
- In collaboration with service lines, governs suppliers ensuring services are delivered to the agreed KPIs & SLAs while keeping the Customer Satisfaction as focal point. Strives for process maturity/ simplification/ automation and collaborates with various service lines/cross towers to ensure quality services are seamlessly delivered to the business stakeholders through Continual Service Improvement.
- Monitors, assesses, and report the performance of services and deliverables; takes corrective actions; communicates to stakeholders and leadership.
- Role also represents TIS to GPOs on all matters related to these processes as well as schedule process related meetings such as CAB (Change Advisory Board).
- The role is also responsible for defining, reporting and improving these process KPIs through Continual service improvement and drive CSAT for TIS or specific tower for TIS/ Specific process.
- Drive IT Service Management for specific ITIL Processes, Service Operations along with continual service improvement and supplier operational governance. Support in Predict and prevent operations for assigned scope with target to identify gaps, reducing MTTR, improving time to delivery and CSAT within the scope in collaboration with relevant service lines.
- Manage a service operations with standardized services, processes and tools to provide efficient, high quality services.

**Commitment to Diversity & Inclusion**:

- We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve._

**Minimum requirements**
- University degree in Information Technology, Engineering combined with Business Administration
- Fluent English written and spoken
- 5 to 7 years’ experience in Relationship Management Program/ Project Management
- Leadership/Management
- Demand management
- Product management

ORBIT

What you’ll bring to the role:
You’ll receive: (not mandatory)Breakdown of benefits received in this role. Include flexible working, learning and development opportunities as well.

Why Sandoz?500 million patients were touched by Sandoz generic and biosimilar medicines in 2021and while we’re proud of this, we know there is more we could do to continue to help pioneer access to medicines for people around the world.How will we do this? We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation. That a diverse, equitable and inclusive environment inspires new ways of working. We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility. And we can reinvent what's possible, when we collaborate with courage to aggressively and ambitiouslytackle the world’s toughest medical challenges. Because the greatest risk in life, is the risk of never tryingImagine what you could achievehere at Sandoz

**Division**

SANDOZ

**Business Unit**

Commercial OPS SIR SZ

**Country**

Mexico

**Work Location**

Ciudad de México

**Company/Legal Entity**

SDZ MEX

**Functional Area**

Technology Transformation

**Job Type**

Full Time

**Employment Type**

Regular

**Shift Work**

No

**Early Talent**

No

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