• Service Operations Expert Jobs in Hyderabad,India - 23829601

  • Novartis Healthcare Pvt Ltd
  • Save Job
  • 6 - 11 Years
  • Posted : above 1 month

Job Description:



  • The Service Operations Expert will support the Solution Factory Manager in the process of management of the development, PI and testing part of the solution development process as a service for ERP COE, ensuring high quality services are provided consistently, efficiently and cost effectively

  • Service Operations Expert is accountable for ensuring that agreed services are delivered to requirements, business user expectations and satisfaction levels are met for both existing and new services

  • Acts as gatekeeper that is responsible for completeness, and quality of development work delivered for deployment into Novartis ERP systems through formal review and acceptance/rejection of this work

  • Acts as arbitrator and mediator for escalations related to technical design decisions

  • Coach and mentor development coordinators, developers and new joiners to achieve service line goals

  • Contributes to design, development and implementation of services provided by Development Factory

  • Evaluates vendor performance by measuring KPIs Reports, tracks and communicates status and issues, and supports resolution of issues Drives implementations of tools to drive efficiency of the development process and to improve the quality of developments

  • Implements and ensures conformity and compliance to the technical standards, practices and processes that govern and control Factory Services work (eg design, development, configuration); also contributes to definition and evolution of these

  • Develops and maintains strong working relationships with internal customers, peers and external partners

  • Understands and drives application of vendor and industry-driven best practices in ERP solutions, such as code reuse and customization avoidance

  • Ensures that work activities and work product comply with all relevant regulatory and internal policy controls (eg GxP, SOX, Security Baseline)

  • Recognizes and leverages opportunities for reuse of work or techniques across ERP applications to promote efficiency and consistency

  • Provides and validates effort estimations Ensures development services are delivered on schedule and within budget Aligns customer feedback with service providers and evaluate options to improve quality of service delivery

  • Evaluates new technologies and provides an assessment of the impact Retains critical and key know how to be able to assess services provided by vendors and third parties

  • Documents processes and policies used within Development Factory Governs system access for development activities

  • Solution Quality; Cost efficiency; Delivery time; Customer Satisfaction; (ie yearly IGM assessment and (internal) audits); Output quantity (ie Operational excellence); Project delivery on target; timely and accurate reporting


Minimum requirements



  • University degree in Computer Science, Information Management or related disci-pline; or other degree with significant work experience in similar disciplines

  • English Very good spoken and written Additional language preferred

  • At least 6 years of Hands-on experience with developing SAP Applications (ABAP and / or PI) Proven experience with technical solution design and system architecture

  • Minimum 4 years experience in working with Vendors in a large Shared Services / IT operations environment

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Profile Summary:

Employment Type : Full Time
Industry : Medical / Healthcare
Salary : Not Disclosed
Deadline : 15th Apr 2020

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