Head Service Integration and Performance

Sep 06, 2021

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.

Job Purpose:

• Drive continual improvement holistically across TT to improve effectiveness and efficiency of services, practices and all other elements required for the provision of services with increased focus on customer satisfaction
• Keeps oversight and coordination of service improvement plans (SIP) across TT to ensure end-to-end integration
• Establish a harmonized performance management framework across TT, standardizing reports/dashboards and ensuring common metrics and KPIs to consistently assess the health of the whole organization including the aspects of operations, services, products, and workforce
• Continuously measure and monitor the overall performance of the TT organization identifying opportunities for further improvement, optimization, and standardization

Your responsibilities:
Your responsibilities include, but are not limited to:
• Establishes, maintains, and coordinates a structured and consistent approach to identifying and implementing improvements that can be used at all levels of the TT organization
• Defines, implements, and maintain single and common continual improvement register (CRI) to manage improvement ideas across TT
• Keeps oversight and coordination of service improvement plans (SIP) across TT to ensure end-to-end integration
• Define a transparent, simple, and effective process (including clearly identified inputs, outputs, and steps) to execute Enterprise Performance Management in TT based on best practices and industry standards
• Define & implement a metrics framework based on the TT Strategy by identifying desired business outcomes. Implement common metrics, reports, and dashboards to be used across TT, establishing appropriate baselines and targets and by ensuring processes and tools are in place and there is consistency in reporting among TT units
• Improve service quality with increased focus on user satisfaction by determining reporting processes, cadence, ownership of data and accountability for metrics as well as providing data insights and ensuring metrics effectiveness
• Monitor & analyze performance results by creating data insights, conducting service and operational reviews, and measuring metrics effectiveness
• Drives service improvements plans and initiatives that are cross-functional
• Control & validate effectiveness of the implementation of SIP actions against verified service performance
• Collaborate with CTS TT to ensure services are delivered to the business stakeholders as per agreed service descriptions and build holistic view of service / performance / products
• Deliver high impact waste reduction and/or improvement to operational integrity, security, quality, customer experience or cost performance.
• Mature a culture and practice of continuous improvement in all TT functions

Minimum Requirements

What you’ll bring to the role:

• 16+ years experience in Global environment/Matrix organizations
• Experience leading large and/or diverse multi-functional teams
• Must have strong leadership skills and have the ability to perform in an environment of ambiguity and make decisions within short timeframes
• Proven track record to establish effective working relationship in a matrix and multicultural environment and willingness to act accountably in project management
• Strong customer oriented mentality

You’ll receive:

Competitive salary, Annual bonus, Pension scheme, Share scheme, Health insurance, 25 days annual leave, Flexible working arrangements, subsidized dining facilities, Employee recognition scheme, learning and development opportunities.

Why consider Novartis?
769 million. That’s how many lives our products touched in 2020. 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!

Commitment to Diversity & Inclusion:

Novartis embraces diversity, equal opportunity and inclusion. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration, and empowers our people to unleash their full potential.
Novartis are an equal opportunities employer and welcome applications from all suitably qualified persons

Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to learn more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network

Novartis Ireland Ltd. has been certified as a Top Employer 2021 by the Top Employers Institute for its exceptional employee offerings!

#LI-NOV = Novartis
Information Technology
Full Time
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Head Service Integration and Performance

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