IT Operations Manager

Novartis Corporate Center Mexico City is one of six strategically located corporate centers established by Novartis globally. It brings together expert capabilities and talent across functionalities, that drives the business forward. It is home to 1000+ associates who work to deliver on the Novartis purpose of reimagining medicine to improve and extend people’s lives.**Responsibilities**:- This role ensures the correct execution of a specific process or a group of processes by a supplier. Work involves analysis of process related data and come out with gaps and action as for specific supplier and service line.- Role is also responsible meeting various process KPIs, publishing of periodic dashboards as well as reports and correctness of the same. These processes require engagement and timely communications with functional stakeholders.- Role also supports escalation manager/ Major Incident Manager for MIM and delivery on IT Service Management for specific tower/ service line across ITIL process, 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 service lines. Manage a service operation with standardized services, processes and tools to provide efficient, high-quality services.- This role will analyze and identify improvement opportunities in existing processes, procedures, and drive for improvement using process simplification or Automation. Provide analytical report for actionable periodic Supplier Governance calls ensuring they deliver quality services, meet all KPIs and SLAs along with CSAT targets.- This role also needs to work on process simplifications and improvement areas to ensure efficient operations delivery and stable IT environment. Support in ensuring that asset relevant attributes are correctly maintained in the Configuration and Asset Management. System. Also engage as super user group for all matters related to processes.- Alternatively, also develop and govern processes to effectively manage both internal and external audits across operation, including audit stakeholder management, remediation tracking, status reporting and lessons learnt sharing.- Act as the SPOC for both internal and external audit teams across the organization and coordinate respective activities. In addition, monitor compliance of the Novartis vendors to defined governance and contribute to enabling operational excellence and continuous improvement in the service quality across DDIT.**Commitment to Diversity & Inclusion**:- Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve._**Minimum requirements**- Bachelor’s degree in computer sciences, science or comparable education/experience.- A minimum of 5 years' experience in relevant technology (Revenue Management or ERP).- Knowledge and working experience with DevOps tools, Supplier Management, Service Level Management- Deliver on process operations: Change Management, Problem Management, Knowledge Management, Service Request Management, Process Management, (some of which be on 24X7 basis) on daily basis.- People Leadership Operations with strong cross functional leadership. Financial management, ambiguity accountability, risk proven ability to develop trust-based relationships with key regional stakeholders.- Patient/client driven with excellent communication skills. English is a must.- IT Governance, IT Incident & Problem Management, IT Service Level Management, Quality Management & Standards Management of ambiguity and uncertainty- Talent & leadership development, cost-effective spend management, communicating with different customer groups, strategic thinking, and planning, coaching for performance & development, developing and delivering presentations.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 tryingImagine what you could do here at Novartis**Division**CTS**Business Unit**TT CTS**Country**Mexico**Work Location**Distrito Federal**Company/Legal Entity**NOV CORPORATIVO MEX**Functional Area**Tech