Service Operations Manager Servicedesk Operation
Hyderabad, AP India
6d ago

Job Description

Serve as the key point of interaction between internal end user customers and internal business IT customers at both a service desk and operations level.

Responsible for ensuring that Service Desk operational activities are delivered through appropriate providers to the expected level of excellence as defined by contractual Service Level Agreements.

Deliver and execute high level Tier 1 services for the Global Service Desk across all divisions of Novartis. Lead, install, and deliver metrics capability to generate monthly performance reports for customer’s externally plus internal review Continuously enhance and support services provided globally to customers inside and outside of Global IT Infrastructure with emphasis on top-

class customer interaction Enhance the Global Service Desk planning process to continuously support, improve, and transform IT business operations and strategy Serve as key leader in achieving the most efficient operations and providing the highest business value around the Global Service Desk.

Ensure that the internally and externally sourced IT services in the area of global service desks are aligned with business needs and are delivered in accordance to customer Service Level Agreements and in line with industry best practices Work directly with stakeholders and regional leads in operations to set both a short and long-

term strategy to develop and support Service Level Agreements based on Novartis IT standards. Ensure the continuous improvement, rationalization, and management of existing systems and operations Collaborate and partner with relevant business partners to support system operations integration while ensuring reliability, competence, and cost effectiveness Maintain specific focus on talent management to ensure continuous staff development and allow for high talents to gain exposure within the organization Able to deliver multinational projects according to time, quality, and budget demands Proven capability and strong confidence in leading large teams.

Able to deliver results in a complex, matrix environment and frequently without direct resource control Able to work with highly scalable customer service operations with a focus on quality of delivery Play a key role in extending the Global Service Desk for IT to the NBS 2.

0 focus, extending from IT across all NBS services such as Finance, HR, Real Estate and others Responsible for onsite support services -

with potential inclusion of VIP / Extend support services.

Minimum requirements

University degree or equivalent. master degree preferred

Business fluent in English (written and spoken)

15+ years in managing global Servicedesk in large organization

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