Job Description :
Portfolio Service Manager #7610823
Location: Fort Worth, TX
Client: Novartis
Interview: on-site
Manages the service or service portfolio offered to customers. (Leads decisions to add, freeze, modify or discontinue the service or services within the tower
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.
Ensures across all divisions within Novartis that all supporting components of the service, including any associated SLAs, OLAs and UCs are aligned and managed as an integrated service.
Support the continuous improvement, cost reduction and performance of the services.
Support budgeting and resource allocation for the service(s) for which he/she is belongs to.
Periodically monitors and reviews performance against the SLA/OLA service and/or portfolio.
Plans and negotiates with SDMs and relevant SIMs to establish the overall service(s) and the associated characteristics of service(s) needed.
Support the collaboration with the IT Financial Manager to establish and update the services pricing strategy.
Collaborates with the Sourcing Organization on supplier management and establishes/reviews/approves key contracts with external service providers, as needed
Negotiates key SLAs/OLAs, as needed and gets them approved
Establishes/Updates/Approves the Service Catalog entries, as needed.
May oversee (or chair a committee that oversees) continuous service improvement initiatives associated with ITIL core processes.
Contributes and collaborates with GIS service lines and organizations, in order to maximize business value creation of products and services delivered.
Ensure effectiveness of completed remediation and/or completion of ongoing remediation.
Adhere to GIS IGM Control Framework and processes to increase quality and ensure IT compliance
Strategic alignment of services with business and IT strategy. Deliver to agree upon SLAs for all Divisions
Operational excellence: measurement through BSC / KPIs and customer satisfaction surveys.
Closeness / integration with business function: be personally accepted by business management.
Achievement of agreed targets in terms of quality, time and cost.
Achievement of service levels corresponding to industry best practice (price/performance etc
Achievement of modern technology and operations concepts according to industry best practice