Our brands are at the heart of our mission to improve and extend patients’ lives. This critical role will coordinate demand for IT services across the many brand / marketing teams in Basel partnering closely with the Service Delivery Experts as they act as primary points of contact with global franchise / brand marketing and digital teams.
The Service Delivery Manager will ensure appropriate adherence to and utilization of global standard services, applications, processes, and methodologies as defined by the larger Commercial IT function.
This role will help to drive consistency of service across brand / marketing teams and will partner closely with the various Business Process experts to bring new services as appropriate to the Marketing function.
The successful candidate will have an intimate knowledge of the Marketing process and IT / Digital needs that will enable the function with the ultimate goal of improving patient lives with our critical products.
Key success will be defined through intimate understanding of the needs across the customer journeys for our external HCP and patient customers.
The Service Delivery Manager will maintain a critical coordination role to pull together support activities across the various marketing teams located within the United States at both global and local levels across Oncology and Pharma divisions.
You will be responsible but not limited to :
Act as primary point of accountability for the Global Brand / Marketing teams for the franchises related to services as provided by the Marketing Service Delivery function and broader CIT services as they may be fit.
Oversee the IT service portfolio for the Global Brand / Marketing business function
Develop and enhance relationships with key stakeholders, actively manage their expectations and monitor satisfaction levels
Coordinate budget process in close partnership with Service Delivery Experts, ensuring budgets are established and sponsored by Brand / Marketing business functions
Understand the processes, plans, objectives, drivers, and issues related to the business capability, as well as the appropriate external policies and regulations.
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 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
Bachelor degree in computer, engineering, information management systems, business administration. Master or superior on any of the above is preferred.
Business fluent in English (written and spoken)
15 years of business and IT experience
Leadership skills in geographically / functionally dispersed teams
Good knowledge of business process, analysis & design, system architectures, and technology
Excellent negotiation and vendor management skills
Comfortable in navigating a complex matrixed organization Strong ability to deal with ambiguity
Capability to think strategically Advanced knowledge of business process analysis & design, IT Architecture, technical standards and GxP requirements
Excellent leadership and organizational change management
Why consider Novartis?
750 million. That’s how many lives our products touch. 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 reimagine medicine.