SAP Command Center Service Manager

Job description

Job Description

Job Summary:

Do you want to work for a Global Pharmaceutical company where you will get recognized for your hard work and commitment? Look no further, apply today. SAP Command Center Service Manager, Novartis, Prague, Czech Republic.

Novartis is currently recruiting for a SAP Command Center Service Manager to join our team to work on overall coordination of changes, problems and services of the required technology.

Job Purpose:
The purpose of the SAP Command Center Service Manager role is to understand how architectures, strategies, designs and plans fit together in the daily operation. The SCC Change Manager is responsible for the day to day assessment of changes for a particular IT Service.
The SCC Change Manager represents the SCC in all relevant change advisory boards and identifies critical co-occurrences of different activities. The SCC Problem Manager has the end to end responsibility for all Problem Resolution Report Requests which are created towards the SCC Supplier. The SCC Service Manager has the end to end responsibility for the delivery of the agreed services towards the customers and services delivered from the service suppliers and delivering IT Services, Infrastructure in close collaboration with the SCC Order Management, SCC Integration Management and the Operations team within the agreed service levels.
The SCC Service Manager has the end to end responsibility for the technical correctness of the requested solution and the responsibility to check the deliverables from the service provider according the requested implementation.

Key Responsibilities:

• Supports the service owner in maintaining a service roadmap, as part of a published service strategy
• Support the service owner in driving lifecycle, security, compliance, extension and innovation projects according to the service roadmap
• Understands the service including its components, processes, etc. and represents the service across the organization, manages and provides input concerning changes to it and serves as the key stakeholder in processes that enable or support the service.
• Ensures that the current and future service level requirements and operational level requirements are identified, understood and documented appropriately (in SLA, OLA, SLR documents)
• Ensures effective monitoring, performance and continuous improvement of the service with its underpinning services (SLA, OLA, KPIs), Reviews and assesses them at least annually and addresses gaps/risks where identified.
• Is responsible for all the service records and documents creation/changes/retirement and reflection of the reality as required.
• Liaises with the appropriate process owners throughout the service management lifecycle.
• Acts as the counterpart or participates in negotiating Operational Level Agreements (OLAs).
• Reviews and assesses changes for their impact on service levels, including SLAs, OLAs and underpinning contracts.
• Ensures evaluation of changes relating to configuration items within the scope of the service.
• Ensures that the relevant resources from the underpinning IT Services are engaged in the delivery and support of the service.

About Novartis:

About the Novartis Global Service Center in Prague:
The Novartis Global Service Center (NGSC) in Prague delivers a broad variety of services to the Novartis divisions worldwide. Prague is part of a globalized network of five NGSCs, which form a successful network of services minded associates partnering with the Novartis business around the world.

Are you interested in joining an international team delivering solutions for an ever increasing demand in the healthcare industry? You will have the opportunity to join projects with a global scope and meet colleagues from all over the world. English is our working language. We are looking for candidates combining professional expertise and excellent interpersonal skills to interact with our colleagues in different cultures, countries and time zones.

Our mission is to care and cure; We want to discover, develop and successfully market innovative products to prevent and cure diseases, to ease suffering and to enhance the quality of life. We also want to provide a shareholder return that reflects outstanding performance and to adequately reward those who invest their money, their time and their ideas in our company.

Benefits of Working for Novartis:
Competitive salary
Annual bonus
Strong work/life balance, flexible working hours
Pension/risk life insurance scheme
5 weeks paid holiday
Cafeteria employee benefit program
Public transportation allowance
Plus additional benefits

‘I came for the job, I stay for the culture’

Desired profile

Minimum requirements

The ideal candidate will have:

• University working and thinking level, degree in computer science or comparable education
• ITIL v3 Foundation certification o SAP Basis Technical Consultant Certification is a plus
• English - excellent written and spoken communication
• At least 3 years SAP Basis and/or IT Infrastructure experience preferable with in the IBM Unix environments
• Working experience with a range of IT Tools, platforms, business Intelligence solutions, best practices for Service Management
• Working experience with implementation of new processes or methodologies in complex organizations
• Working experience with internal and external service providers, regulated environment (incl. data privacy, GxP, SOX)
• Release, Risk Management and Incident Response experience is welcomed
• Service Management and Change Management experience is a must

Novartis are an equal opportunities employer and welcome applications from all suitably qualified persons.