Senior Service Manager I

Department- GITO Digital Workplace APAC Tech Collaboration

Are you an expert in IT Service Management with a passion for digital collaboration tools? Do you thrive in a dynamic and agile environment? If so, we invite you to join our team as a Senior Service Manager I at Novo Nordisk. Read more and apply today for a life-changing career. 

The position
As a Senior Service Manager I at Novo Nordisk, you will have the following responsibilities:

• This position will be responsible for IT Service Management (ITSM) governance and the maintenance of Live Interactive Meeting Experience (LIME Product Area) digital tools, managing multiple vendor relationships for platform operations, and overseeing budget and contract management.
• Manage operations and support models, ensuring continuous improvement and automation and oversee delivery, vendor management, incident/problem management, invoicing, and communication.
• Engage proactively with Line of Business (LoB), and stakeholders to manage service consumption and set governance models for new products/services, incorporating IT security and compliance requirements.
• Manage the product budget, ensuring proper allocation and align funding models with product strategy and ensure board approvals.
• Maintain up-to-date service documentation to meet audit and ITQ&A requirements and conduct periodic reviews of service consumption, SLAs, and asset management.
• Manage vendor relationships, hosting providers, and application support and oversee contract renewals, SLA amendments, and vendor service performance tracking

Qualifications
To be successful in this role, you must have:

• Bachelor’s or Master’s degree in a relevant field, with 10-15 years of experience in IT, including 5+ years in service management, service delivery, and/or operational vendor management.
• Strong ITIL foundation knowledge with an excellent understanding of ITSM processes and systems, along with experience in SAFe way of working.
• Proven expertise in global stakeholder and vendor management,
• Excellent in budget management, and contract management, with experience in large, complex global organizations being an advantage.
• Excellent communication skills to engage with diverse users across different organizational, cultural, and technical competency levels.

Good to have:

• Fair understanding of end-user concepts in Audio/Video (AV) hardware and software and knowledge of Microsoft Teams, Microsoft Teams Room (MTR), Livestream, Video Conferencing/Tele Presence, Cisco Webex, Cloud IPT, Digital Signage (AppSpace), and Room Booking solutions (Evoko & Teams panels).
• Experience working with tools like ServiceNow, SAP, Apptio, PowerBI reporting and MS Excel advance skills.

About the Department
This position is within the Digital Workplace APAC Collaboration Tech department, a division of Global IT Operations (GITO). Based in Bangalore, India, we are an enthusiastic unit operating in an agile environment, collaborating with global stakeholders and product teams on digitalization, communication, collaboration, and IT automation platforms. Our growing team comprises of experienced Digital Collaboration specialists, Platform Service Managers, IT Architects, and Technical and Business Analysts. Working seamlessly with our Danish and US counterparts, we deliver comprehensive Digital Workplace solutions for Novo Nordisk employees globally. Our core responsibilities encompass - Microsoft 365 Platforms, Novo Nordisk Meeting Experience, Collaboration Technologies, Computing and Mobile Platforms and Device Management. We are committed to building an exceptional digital workplace while maintaining stable and secure operations.

Working at Novo Nordisk
Novo Nordisk is a leading global healthcare company with a 100+ year legacy of driving change to defeat serious chronic diseases. Building on our strong legacy within diabetes, we are growing massively and expanding our commitment, reaching millions around the world and impacting more than 40 million patient lives daily. All of this has made us one of the 20 most valuable companies in the world by market cap. Our success relies on the joint potential and collaboration of our more than 63,000 employees around the world. We recognize the importance of the unique skills and perspectives our people bring to the table, and we work continuously to bring out the best in them. Joining Novo Nordisk, you will be working together with many talented colleagues, serving a great purpose in a collective effort. Together, we’re driving change as this is itself is a life changing career.

Contact
To submit your application, please upload your CV online (click on Apply and follow the instructions).

Deadline
7th March 2025

Disclaimer
It has been brought to our attention that there have recently been instances of fraudulent job offers, purporting to be from Novo Nordisk and/or its affiliate companies. The individuals or organizations sending these false employment offers may pose as a Novo Nordisk recruiter or representative and request personal information, purchasing of equipment or funds to further the recruitment process or offer paid trainings. Be advised that Novo Nordisk does not extend unsolicited employment offers. Furthermore, Novo Nordisk does not charge prospective employees with fees or make requests for funding as a part of the recruitment process.

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants. 

At Novo Nordisk we recognize that it is no longer good enough to aspire to be the best company in the world. We need to aspire to be the best company for the world and we know that this is only possible with talented employees with diverse perspectives, backgrounds and cultures. We are therefore committed to creating an inclusive culture that celebrates the diversity of our employees, the patients we serve and communities we operate in. Together, we’re life changing.