Service Delivery Expert
Dublin, Ireland
2d ago

Job Description

This position supports all Novartis divisions and has overall accountability for the effective planning and implementation of the Commercial IT solutions, focusing on Sales Excellence capabilities.

Goal is to become a trusted business partner and engage with key business leaders (Sales Managers, Business franchise heads, Sales force effectiveness leads, commercial Excellence leads ) to understand their strategy and drive IT Roadmap definition and implementation leading the Commercial IT teams during the different phases : demand / budget shaping, project implementation and operations.

For that, this role requires a deep knowledge in Pharma Field Force, Customer Facing, Events and CRM related business process and must be able to prescribe solutions for key business issues and can guide the correct use of technology to solve these issues.

Background in Salesforce, Veeva and CRM technologies highly recommended.

Your responsibilities :

Your responsibilities include, but are not limited to :

  • Act as the primary connection between service delivery and the business for a given capability
  • Ensure IT services are aligned with business strategy, business objectives, business requirements, standards and regulations
  • Understand the processes, plans, objectives, drivers, and issues related to the business capability, as well as the appropriate external policies and regulations.
  • Identify and qualify new demand with overall responsibility for steering proposals through the early phases of approval
  • Participate in establishment of budgets and investment proposals and obtain sponsorship and funding
  • Ensure the introduction of new / modified services happens in a planned, controlled and timely manner to minimize disruption and maximize benefit
  • Provide IT consulting to the capability stakeholders, educate them on IT processes and methodologies and drive adoption of global solutions
  • Ensure service adherence with quality, compliance and security standards and delivery of associated corrective service actions
  • Provide a uniform approach to the way in which customer feedback is handled and resolved
  • Ensure technology impact analysis is provided to business
  • Facilitates project kick-offs contributing to the success of a project team
  • Take accountability to ensure adherence with Security and Compliance policies and procedures within Service Delivery scope
  • Minimum requirements

    What you’ll bring to the role :

    6 years of business and IT experience

  • Experience leading cross functional teams and managing relationships with business customers
  • Good understanding of Pharma commercial environment (Sales)
  • Ability to ensure all business end-user requirements for all IT services are documented through Service Level Agreements (SLAs) for medium complexity capabilities with medium sized user footprint;
  • Ability to develop and enhance relationships

    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?

    750 million. That’s how many lives our products touch. 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.

    Novartis Ireland Ltd. has been certified as a Top Employer 2019 by the Top Employers Institute for its exceptional employee offerings!

    We are Novartis. Join us and help us reimagine medicine

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

    LI-NOV Novartis

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