Novartis - App Service Manager - SharePoint

GENERAL INFORMATION

Company: Novartis Healthcare Pvt Ltd

Role Title: Application Service Manager (SM) for Sharepoint

Role group: Services

Department: GBS IT

ROLE PURPOSE

- Responsible to support and manage multiple applications on-boarded in GBS IT, which needs coordination with IT partners to onboard and understand the nuances of the application. Needs to partner with external vendors in managing the service and complying with the SLA’s defined.

Define and manage the processes for supporting the application life cycle. Suggest improvements and identify opportunities to add value to the application and the business.

MAJOR ACCOUNTABILITIES

1. Manages the service or service portfolio offered to customers. (Leads decisions to add, freeze, modify or discontinue the service or services within the tower.)

2. Define/Manages processes and resources delivering the service, responsible for overseeing the service delivery team, ensuring the coordination of this team in overall planning activities, service delivery and issue resolution.

3. Manage the Demand vs Delivery

4. Responsible for managing the service quality by conducting the service reviews with customers and vendors

5. Ensures that all supporting components of the service, including any associated SLAs, OLAs and KPI’s are aligned and managed as an integrated service.

6. Responsible for the overall continuous improvement, cost reduction and performance of the services.

7. Is responsible for the budgeting and resource allocation for the service(s) for which he/she is responsible.

8. Periodically monitors and reviews performance against the SLA/OLA service and/or portfolio with customers.

9. Conduct periodic reviews with customers/vendors to perform the health-check.

10. Collaborates with the Sourcing Organization on supplier management and establishes/reviews/approves key contracts with external service providers, as needed

KEY PERFORMANCE INDICATORS / MEASURES OF SUCCESS

- Alignment of IT Services with business and IT strategy.

- Operational excellence: measurement through KPIs and customer satisfaction surveys.

- Achievement of agreed targets in terms of quality, time and cost.

- Achievement of service levels corresponding to industry best practice (price/performance etc.)

Minimum requirements

- University degree or equivalent in Information Technology/Information Management or Business Economics

- At least 10 years’ of experience in IT industry in Project Management, Service Management/application management/portfolio management in Sharepoint

- Sound knowledge of IT business processes and ability to handled support of multiple applications and manage the services.

- ITIL Certification would be helpful

- Service/Project/program management skills (including global projects).

- Strong analytical, conceptual, process-thinking skills with the ability to develop consensus and drive to action.

- Ability to work in a large, multi-cultural and complex global matrix environment.

- Good interpersonal and teamwork skills with proven leadership skills.

- Must possess good communication, problem solving skills and have a strong customer focus.

- Fast learner, proactive, comfortable in a world of change.

- Languages: Fluency in English required.

Work Location: India – Hyderabad