**Summary**:
- Drive end-to-end IT Service Management including all ITIL Processes, Service Operations as well as operational quality management with continual service improvement and supplier operational governance
- Govern the service operations, service transition, quality, compliance, and audit readiness of services delivered often on 24X7 basis as per shifts.
- Manage a service operation with standardized services, processes, and tools to provide efficient, high quality services
- Meet customer and internal IT service levels and proactively drive continuous service improvement collaboration with the Service excellence team of the Function
- Contribute to enabling operational excellence and continuous improvement in the Service quality across DDIT.
Drive the delivery of the service ensuring delivery to SLA and Service continuity meeting the consumer needs
**About the Role**:
**Key Responsibilities**:
- Ensure services are delivered to the agreed SLA, including reviewing supplier performance based on the agreed SLAs and KPIs. Track and manage indents, where applicable, including:
- Identify, log, categorize, prioritize, resolve incidents and raise a problem if required. Ensure that incidents are followed up and solved appropriately. Manage the lifecycle of incidents and minimize their adverse impact on business operations. Identify, investigate, and report on incidents and review findings with key stakeholders
- Coordinate crisis management with relevant stakeholders, if required. Oversee problem management and drive identification of root causes as well as sufficient prevention of recurrences
- Ensure adherence to documented operational procedures to maintain system integrity. Ensure that configuration items are identified, accounted, reported, verified and audited (where applicable).



Ensure proper user and access management
- Coordinate fulfilment of service requests and conduct monitoring, tracking and reporting. Responsible for capacity and life cycle management for the systems, tools under their accountability. Take accountability to ensure consistency with Security and Compliance policies and procedures within Operations Expert service scope. Ensure ISRM compliance requirements implementation and alignment
**Main Requirements**:
- Graduate in related field preferably BTech or higher/ MCA from a reputed institution or required technical experience - Certified in ITIL and/ or Quality and Security.
- English Proficiency
- +7 years of relevant experience in IT Service Management or related roles. ITIL Foundation Certification would be added advantage.
- Experience in supporting Business Applications Proficiency in using ITSM tools and platforms, such as ServiceNow etc.
- Experience in handling and resolving incidents, including coordinating with vendor support teams and business or other stakeholders.
- Applied Business Insights, Project Excellence, Interpersonal Savvy, Proven Ability to Develop trust-based relationships with key regional stakeholders
- IT Service Level Management, Cost-Effective Spend Management, Negotiating, Effective Communication, Quality Assurance, Management of Ambiguity and Uncertainty, IT Incident & Problem Management, Quality Management & Standards, IT Governance
- Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve._
Division
Operations
Business Unit
CTS
Location
Mexico
Site
INSURGENTES
Company / Legal Entity
MX06 (FCRS = MX006) Novartis Farmacéutica S.A. de C.V.
Functional Area
Technology Transformation
Job Type
Full time
Employment Type
Regular
Shift Work
No

📌 Sr. Spec. Svc.mgt Ddit Im Medical (Baja California Sur)
🏢 Novartis
📍 Baja California Sur