Service Delivery Expert (m/f) Germany

Division NBS
Geschäftseinheit IT NBS
Standort Holzkirchen (bei München)
Funktionsbereich Information Technology
Art der Stelle Vollzeit
Anstellungsverhältnis Unbefristet
StellenID 246965BR


• Act as the primary connection between service delivery and the business, focussing on Commercial IT solutions
• 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
• Takes accountability to ensure adherence with Security and Compliance policies and procedures within Service Delivery scope

Information Technology


• University Degree in IT or related fields
• At least 6 years of business and/or IT experience
• Demonstrated experience on business processes and stakeholder management
• Knowledge in Order Management, Field Force Customer Facing and CRM-related business process
• 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
• Background in Salesforce, Veeva and CRM technologies highly recommended
• Ability to develop and enhance relationships
• Good communicator, with a leadership mindset
• Business fluent in English and German

We develop breakthrough treatments and find new ways to deliver them to as many people as possible to improve and extend peoples’ lives. We do this, by supporting and promoting the knowledge and strengths of our employees and specifically use them to deepen our understanding of our patients and customers. Motivating conditions and an attractive salary are also part of our working environment, as well as our company culture, which is based on collaboration, curiosity, enthusiasm, courage and integrity.
Novartis stands up for equal opportunities and for the integration of persons with disabilities. Hiring decisions are only based on the qualification for the position, regardless of gender, ethnicity, religion, sexual orientation, age and disability.

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