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Customer Experience Manager

Customer Experience Manager

NOVARTIS

2 - 7 years

13 - 18 Lacs

Hyderabad

Posted:1 day ago| Platform:

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Skills Required

IT services Service management Computer science Networking Diversity and Inclusion Pharma Incident management Continuous improvement Information technology Recruitment

Work Mode

Work from Office

Job Type

Full Time

Job Description

Summary

Novartis is seeking a highly motivated and experienced Service Manager to join our Technology & Scientific Computing team within the Advanced Quantitative Analysis Department in Global Drug Development. The successful candidate will be responsible for managing both internal IT services and external service providers to ensure the seamless operation of our scientific computing environment. A key aspect of this role is close collaboration with the Product Owner to steer initiatives in a direction that prioritizes the voice of the user, while balancing the organization s objectives and the platform s evolving capabilities.
The role will collaborate with multiple project teams to drive onboarding, support, feedback, and performance tracking workstreams, all aimed at enhancing user satisfaction, driving adoption, and supporting the platform s long-term success.

About the Role

Key Responsibilities:

Customer satisfaction : monitor and report the performance of different parts of the organizations and service providers towards the users and stakeholders community.
Continuous Improvement: Identify opportunities for improving the efficiency and effectiveness of the scientific computing environment, implementing best practices and innovative solutions to increase customers satisfaction
Service Management: Oversee the delivery of IT services related to scientific computing, ensuring they meet the needs of the Global Drug Development department.
Vendor Management: Manage relationships with external service providers, ensuring they deliver high-quality services in line with contractual agreements.
Performance Monitoring: Monitor and evaluate the performance of internal and external services, implementing improvements as necessary to maintain optimal service levels.
Collaboration: Work closely with internal stakeholders, including scientists and IT professionals, to understand their needs and ensure the scientific computing environment supports their work effectively.
Digital Product Model: Work within a digital product model, collaborating with the product team and various project teams to ensure alignment and successful delivery of services.
Service Transition: Manage service transition processes to ensure smooth implementation of new or changed services, minimizing disruption and ensuring continuity. Incident Management: Lead the resolution of service-related incidents, minimizing downtime and ensuring timely communication with affected stakeholders.
Compliance: Ensure all services comply with relevant regulatory requirements and company policies. Onboarding, offboarding, training: support the users in getting on and off the TSC products and platforms and collaborate with the Product Owners and change, communications and training teams to ensure knowledge content which they own is available and accessible

Minimum requirements

Bachelors degree in Computer Science, Information Technology, or a related field.
Proven experience in service management, preferably within a scientific or pharmaceutical environment.
Strong understanding of scientific computing and its application in drug development.
Excellent vendor management skills, with experience managing external service providers.
Strong problem-solving skills and the ability to lead incident resolution efforts.
Excellent communication and interpersonal skills, with the ability to work effectively with diverse teams.
Knowledge of regulatory requirements related to IT services in the pharmaceutical industry is a plus.

Commitment to Diversity and Inclusion:

Accessibility and accommodation

Why Novartis:

Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients lives. Ready to create a brighter future together? https://www. novartis. com / about / strategy / people-and-culture

Join our Novartis Network:

Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: https://talentnetwork. novartis. com/network

Benefits and Rewards:

Read our handbook to learn about all the ways we ll help you thrive personally and professionally:

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NOVARTIS

Pharmaceutical Manufacturing

Basel Baselstadt

10001 Employees

444 Jobs

Key People

Vas Narasimhan

CEO
Marie-France Tschudin

President, Innovative Medicines
Shivani R. Sharma

Chief Financial Officer
John Tsai

Chief Global Research
David Epstein

Former CEO of Novartis Pharmaceuticals

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Customer Experience Manager