SalesForce.com Service Operations Manager
Novartis AG
Mexico City, Mexico
hace 19 días

Job Description

Have you imagined all the work done before a patient can take his treatment?

Novartis Mexico counts with one of the five Shared Service Centers worldwide with more than 1,500 employees, into a Diverse & Inclusive company, positioning us in the Number 10th, in Top Companies Ranking, where everybody wants to work.

Corporate social responsibility is a priority for us and we stand as number 19th company with better reputation according to MERCO Ranking 2017.

Your Responsibilities & Main Activities

  • To manage operations of systems and applications in scope, ensuring their stability and integrity, and meeting customer service levels;
  • To support the GXP and SOCA (Security & Operationally Critical applications for the new growth products in Cell Chain;
  • To oversee and monitor day-to-day operations of all systems and applications in scope to ensure stability, integrity and business continuity;
  • To ensure all services / major accountabilities (based on ITOM Role, Anchor Role, Design Authority Input / function input-
  • are delivered to the agreed SLAs;
  • To monitor, measure, report and review performance of services in close collaboration with Service Performance Managers;
  • To manage the lifecycle of incidents and minimize their adverse impact on business operations;
  • To ensure that incidents are followed up and solved appropriately;
  • To oversee problem management and drive identification of root causes as well as sufficient prevention of recurrences;
  • To ensure adherence to documented operational procedures to maintain system integrity;
  • To ensure appropriate operational service documentation in created and accepted by stakeholders;
  • To be responsible for application lifecycle management and its continual improvements;
  • To manage and support applications to meet the needs of a defined business area, including providing technical support to the Business and IT;
  • To maintain and ensure all application data is consistent across the various repositories e.g Clarity and RoD;
  • To implement a vendor strategy, if required;
  • To monitor suppliers involved in operations;
  • To enable knowledge about systems and services is collected and distributed to enable effective support;
  • To ensure that the relevant resources from the underpinning IT services are engaged in the delivery and support of the IT application;
  • To take accountability to ensure adherence with Security and Compliance policies and procedures within Service / Solution Operation scope.
  • Why consider Novartis?

    927 million. That’s how many lives our products touched in 2017. 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 us reimagine medicine.

    Minimum requirements

  • Must have an Engineering, Systems, Computer Science, Technical Degree or adequate equivalent;
  • Must have between 10 and 12 years of experience as an IT professional;
  • Must have proven experience managing SalesForce.com;
  • Must have experience with other commercial applications;
  • Must have proven experience in IT projects and understanding the business processes and interrelationships with IT processes;
  • Must have experience reading, ensuring and understanding the technical operating instructions, manuals, systems documentation, standards and procedures;
  • Must have experience in managing internal and external consultants in different locations and time zones;
  • Must have experience working and collaborating with global cross functional teams;
  • Must have proven Project Management's skills;
  • Preferably working before in Pharma companies or with Pharma projects;
  • Preferably working in a complex matrix organization;
  • Has excellent abilities to communicate, influence, persuade and negotiate with different teams and stakeholders;
  • Has high ethic and integrity skills;
  • Looks always for Operational Excellence;
  • Has the ability to solve problems and complex issues;
  • Has team player skills;
  • Sales Force Certification desirable;
  • Advanced Spanish skills (written, reading and speaking);
  • Advanced English skills (written, reading and speaking);
  • Advanced Portuguese skills will be desirable (written, reading and speaking).
  • Please apply to the position with your English Resume.

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