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Service Manager

Secunderabad, Telangana
Job Code:
  • Biotechnology & Science
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Job Details

Accountability Areas - Actively contributes on defining effective processes (in collaboration with service provider) to transition Level 1 application support from existing support structure into new TOASD model. - Manages the TOASD operations i.e. day-to-day, application on/off boarding, trainings, escalations and ensures vendor is aligned on Novartis priorities. - Responsible for managing the TOASD service quality by conducting the service reviews with Application Managers and vendor SDM s. - Own Document Management processes and continuously review to optimize them and align with best practices. - Ensure that the TOASD operations align with the defined operational goals. - Acts as the primary point of contact for service provider on TOASD operational issues. - Proactively identifies gaps in TOASD service operations and drives service provider to address them in a time-bound manner. - Works in mid- virtual teams (internal and external); Individual Contributor. - Low to Medium complexity role with x-divisional service scope, global reach and high application criticality. - Focus on TOASD service operations, quality and productivity.Minimum requirements - Bachelor's or Master's degree in Computer Science, Informatics or equivalent. - Fluent English (written & spoken) - More than 7 years of business/IT experience preferably in a global company (Must). - More than 3 years of service management experience in similar global IT role (Must). - Strong experience in managing vendors executing service operations (Must). - Sound knowledge of management of global application helpdesk (Must). - Experience to Document Management systems (Preferred). - Sound knowledge and experience in ITIL service management principles (Must). - ITIL certification (Preferred)..
Degree: MCA/ PGDCA | ME/ M.Tech./ MS (Engg/ Sciences)

Additional Degree: BE/ B.Tech (Engineering) | BCA (Computer Application)

Experience: 7-12


Application Programming | Configuration/Release Mgmt | Quality Assurance/Testing | System Administration
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