Service Performance Expert
Nov Hltcr Shared Services Ind
Hyderabad, AP, India
3d ago

Job Description

65+ ITOM Processes! SPM’s purpose is to Reimagine IT Performance management. We use Data Analytics and Technology to provide a consumer grade experience to our stakeholders.

We drive standardization and Transparency to empower stakeholders make informed decisions to drive better service outcomes.

Your responsibilities include, but are not limited to :

  • Define and create the overall service measurement framework that determines service efficiency and effectiveness.
  • Define and maintain the overall Service Monitoring and Reporting catalog. Design and maintain a service dashboard to capture and report aggregate service performance.
  • Define potential service improvement opportunities.

  • Follow-up on missing or incomplete performance reports and verify unclear information with its originator.
  • Build a dashboard to report aggregated service performance for different disciplines. Build a schedule for performance reporting and ensure alignment to it across the whole function.
  • Analyze performance data and identify abnormalities in performance and identify their origin. Take accountability to ensure alignment with Security and Compliance policies and procedures within IT Performance Management scope
  • Minimum Requirements

  • BE / BTech / BS degree in Information Systems or equivalent experience required.
  • Masters degree desired - ITIL v3 Foundation / Intermediate or higher English (Proficient)
  • More than 8 years IT experience in leadership for implementing, managing and delivering reporting projects and processes for services across geographic and business boundaries.
  • 5+ years in senior partner management and proactively drive key initiative for process improvement
  • A positive self-starter who can train, coach, evaluate and reinforce meaningful reporting principles with Service Lines and Support Functions
  • Strong group facilitation, training and presentation skills; proven capability to facilitate multi-functional teams and build strong working relationships across organizations - Ability to communicate complex matters in a simple, understandable way
  • Excellent Business Analysis skills - Role model with Simplification and CSI attitude, Ability to balance multiple projects simultaneously, adjusting priorities to meet changing business needs Demonstrates high energy and professional confidence and the ability to get results - Strong record on defining critical metrics
  • Why consider Novartis?

    799 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.

    Imagine what you could do at Novartis!

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