IT Service Manager - Salesforce Marketing AutomationLocation: Barcelona (Hybrid)
Novartis is unable to offer relocation support for this role: please only apply if this location is accessible for you.
We are currently seeking a highly skilled and motivated individual to fill the position of IT Service Management Specialist. In this role, you will be responsible for driving holistic IT service management, encompassing all ITIL processes, service operations, operational quality management, continual service improvement, and supplier operational governance. You will govern the service operations, service transition, quality, compliance, and audit readiness of services delivered often on a 24X7 basis as per shifts.
Major Accountabilities: Deliver on IT Service Management for specific tower/service line across ITIL processes and Service Operations along with continual service improvement and supplier operational governance.Support in predicting and preventing operations for assigned scope with the target to identify gaps, reducing MTTR, improving time to delivery, and CSAT within the scope in collaboration with service lines.Analyze and identify improvement opportunities in existing processes and procedures, driving for improvement using Six Sigma, Process simplification, or Automation.Provide analytical reports for actionable periodic Supplier Governance calls ensuring they deliver quality services, meet all KPIs and SLAs along with CSAT targets.Monitor compliance of the NVS vendors to defined governance structure and ensure expected value is delivered.Minimum Requirements: Bachelor's degree in Computer Science, Information Technology, or related field.3 years of experience as Service Manager, Customer Success, or equivalent roles.Experience with Salesforce Marketing Cloud, Salesforce Marketing Cloud Personalization, Salesforce Data Cloud, Salesforce Marketing Cloud Intelligence.Proven experience in driving IT service management and ITIL processes.Strong knowledge of service operations, operational quality management, and service transition.Fluent in English.Why Novartis:
Our purpose is to reimagine medicine to improve and extend people's lives. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us!
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