Beschreibung
The Virtualization Command Center (VCC) is operating the new Novartis virtual hosting infrastructure. It results from the VBLOCK implementations (SIRIUS) and focuses in a next step towards increased hosting capacity and more efficient operations.Strengthen Service Management area for new Novartis virtual hosting infrastructure environment.
For the new Virtualization Command Center we are seeking for a Service Manager mit following main duties:
75% Order Management task
25% Team Leading tasks
ROLE PURPOSE, MAJOR ACCOUNTABILITIES:
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Order Management tasks:
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• Track Virtualization orders detailed planning schedule and specifications from architects • Assist in developing current service to a mature state • Improve current SLA times • Responsible for pushing the order until acknowledgement and delivery date confirmation • Perform reschedule/change of orders where necessary • Place decommission orders according to detailed planning schedule • Escalate as necessary in case of potential infrastructure delays • Provide order data into KPI process • Assist in onboarding current demand to the service • Identify, escalate and manage resolution of order/change risks and issues • Maintain Build Tracking • Attend weekly operations staff meetings • Meet regularly with VCC staff
Team leading tasks:
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• Lead weekly delivery meetings
• Create communication presentations to customers, upper management • Attend Weekly VCC Staff meetings • Participate/ Lead Service Delivery meetings
EDUCATION / EXPERIENCE:
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• Fluent in English – oral and written
• Proven track record in service management and a strong focus on delivery • Good understanding of infrastructure and applications architecture with a focus on UNIX, Windows and Oracle platforms • Several years of experience in Service Management, preferably in a similar role • Organizational awareness preferably within Novartis paired with a good understanding of processes. is a true asset • Understanding of GIS service management processes is desirable • Understanding of IBM service management processes and tools is desirable • Experience with MS Office Tools and MS SharePoint • Team work in a challenging IT environment • Ability to work in an international as well as multicultural environment • Excellent written and verbal communication skills • Highly motivated and driven • Flexibility and ability to deal with variable workload