Assoc Dir, Dd&it Ies, Dwo Service Desk

hace 6 días

Ciudad de México Novartis A tiempo completo

Act as main point of accountability for respective service matters for designated business or IT customers usually across locations, business domains, and/or geographical boundaries.
- Monitor, assess, report and review performance of services. Ensure the overall user experience is taken into account when designing and deploying new solutions and services.
- Ensure alignment with Security, Compliance policies and procedures
- Responsible for Remote Service Desk service for Americas region.
- Ensure critical metrics and Contractual SLAs are met. Manage the collection of customer feedback and identify optimization areas.
- Identify and manage risks in relation to Business Services underpinning business processes.
- Collaborate with other IT functions and process leads on CSI.
- Lead initiatives to find opportunities, gather high level requirements, perform impact analysis, and work directly with business teams to identify and develop CI plans, and obtain sponsorship.

**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**
- +7 years overall IT experience
- IT Educational background
- Demonstrable ability to Develop trust-based relationships with key regional customers. Strong customer orientation
- Market and customer intelligence Experience working multi-functionally and trans-nationally
- Ability for Vendor Management and indirect influence a cross-functional team in a matrix environment.
- IT Service Level Management Audit Methodology, Able to Identify and run Testing Controls for Business Risk Management, Able to make accurate Quality decisions
- Solid Analytical Skills, Microsoft Excel and Service Now Solid Experience
- Knowledge of IT Infrastructure & systems Organizing and planning
- Fluent English speaker

Why Novartis?

766 million lives were touched by Novartis medicines in 2021, and while we’re proud of this, we know there is so much more we could do to help improve and extend people’s lives.

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 ambitiously tackle the world’s toughest medical challenges. Because the greatest risk in life, is the risk of never trying

Imagine what you could do here at Novartis

**Division**

Operations

**Business Unit**

DATA, DIGITAL & IT

**Country**

Mexico

**Work Location**

Ciudad de México

**Company/Legal Entity**

NOV CORPORATIVO MEX

**Functional Area**

Technology Transformation

**Job Type**

Full Time

**Employment Type**

Regular

**Shift Work**

No

**Early Talent**

No

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