Diamond Service-Manager

"DIAMOND" Program is a category A IT infrastructure project running in Switzerland. It offers an interesting and challenging job opportunity for an experienced Service Manager with focus on Order Management (80%) and Team Leading duties (20%). The project aims at consolidating/clearing existing data centers.

ROLE

DIAMOND Service Manager - Level III, 100%,

Main duties: 80% Order Management tasks
20% Team Leading tasks

ROLE PURPOSE, MAJOR ACCOUNTABILITIES
Order Management tasks:

. Place infrastructure orders according to detailed planning schedule and specifications from architects
. Align (bi-weekly) plan on detailed level with IBM/GIS execution teams across entire supply chain
. Track order status
. Responsible for pushing the order until acknowledgement and delivery date confirmation
. Perform reschedule/change of orders where necessary
. Place decommission orders according to detailed planning schedule
. Escalate as necessary in case of potential infrastructure delays
. Provide order data into KPI process
. Contribute to excellent teamwork within DIAMOND program and across related initiatives
. Identify, escalate and manage resolution of order/change risks and issues
. Maintain Build Tracking
. Attend L2 weekly Meeting
. Attend 11up weekly Meeting
. Weekly Leadership Meeting Report

TEAM LEADING TASKS:

. Lead Order/Change Management Team
. Attend DIAMOND Leadership Team Meeting
. Lead Weekly Meeting for the Order/Change Management Group

EDUCATION/EXPERIENCE

. Fluent in English - oral and written
. German desirable
. Proven track record in service management and a strong focus on delivery
. Good understanding of infrastructure and applications architecture with a focus on UNIX, Windows and Oracle platforms
. Several years of experience in Service Management, preferably in a similar role
. Organisational awareness preferably within Novartis paired with a good understanding of processes. is a true asset
. Understanding of GIS service management processes is desirable
. Understanding of IBM service management processes and tools is desirable
. Experience with MS Office Tools and MS SharePoint
. Team work in a challenging IT environment
. Ability to work in an international as well as multicultural environment
. Excellent written and verbal communication skills
. Highly motivated and driven
. Flexibility and ability to deal with variable workload