SAP Service Manager

Major accountabilities:

• Manage the delivery of SAP systems, tools or applications and ensure their stability, integrity and business continuity.
• Ensure services are delivered to the agreed SLA, including reviewing supplier performance based on the agreed SLAs and KPIs.
• Identify, investigate, and resolve incidents, report on incidents and review findings with key stakeholders.
• Address problems by driving identification of root causes and prevention of recurrences.
• Ensure that an up-to-date asset inventory is maintained and only authorized components are used coordinate configuration management database changes and /or ensure that configuration items are identified, accounted, reported, verified and audited.
• Ensure proper user and access management.
• Ensure adherence to documented operational procedures and quality standards, and that appropriate operational service documentation is created and accepted by stakeholders.
• Support Service / Solution Operations Manager in technical topics -Reporting of technical complaints / adverse events / special case scenarios related to Novartis products within 24 hours of receipt -Distribution of marketing samples (where applicable)
• Deliver assigned project work as per agreed timeline within budget and on-quality adhering to

Experience required:

• Strong experience in SAP Service Management.
• Cross Cultural Experience and experience collaborating across boundaries.
• IT Service Acceptance.
• SAP Knowledge.
• SAP Customer Service Support.
• SAP Configuration & Asset Management.
• AWS Application / Infrastructure Management.
• SAP Systems Integration.
• IT Incident & Problem Management.
• IT Service Level Management.
• Vendor management
• Fluent English  (written and verbal)
• IT Capacity & Availability Management.

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

Commitment to Diversity & Inclusion:

Novartis is committed to building an outstanding, inclusive work environment and diverse team’s representative of the patients and communities we serve.

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