Rheinfelden (Baden), Baden-Württemberg, Germany
A diligent and enthusiastic i-Technology & Management expert with 20+ years’ experience in customer facing service roles, with a proven track record in delivering consistent value for business functions, within a strongly regulated environment. Expert at process analysis, data analytics, modeling and visualization, identifying service improvement and implementing internal controls to ensure adherence to compliance whilst minimizing business risk. Extensive practical experience in SaaS & Cloud Services Integration as well as System migration projects with related Documentation and Training Management.
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Service Performance Expert, main duties essentially include: o Design and implementation of Service Performance Management Framework. Establish cross-functional critical service review o Develop a communication structure for trainings, publications for awareness and updates on Metrics and Measurement / Continual Service Improvement / Service Level Management and Reporting o Implement thorough metric-based service performance reviews for cross-functional Operation Forum o Drive standardization, simplification, and automation of data for service review additional tasks include: Design and implementation of interim operations strategy for Technical Infrastructure Service function Business Continuity and Disaster Recovery: identification of all Critical IT Services across IT organization, roll out a new IT Service Continuity Plan, collaborate with Critical IT Service Owners system migration project. IT-Service Manager ITSM Tools & Reporting, o Create and report on performance metrics for service delivery. Monitor practices and processes to guide implementation of compliance and improvement strategies o Design and implement in-house developed reporting system to monitor and control iPad deployment progress across enterprise Operational Integration Project & Service Manager, o Drive Analysis and Conceptual Design of operational Microsoft Cloud Service Implementation Application Release und Rollout Manager, o Define, document and train on Standard Operating Procedures for compliant installation procedures and lifecycle management of standard applications on all enterprise devices within a regulated environment Scientific Application & electronic Software Distribution Manager, o Manage scientific applications, use tools and techniques to package this custom software for electronic software distribution. Coordinate and execute quarterly application portfolio releases across Novartis Research locations (Japan, EMEA, US)