Job ID295213BRPosition TitleService Delivery Expert Patient ServicesApply to Job
Job Description
125,000 unique individuals work at Novartis, all with different needs and aspirations, aligned to a single inspirational purpose: to Reimagine Medicine for millions of patients around the world. Come and join the team.
Act as the primary point of contact for the Patient Services business - for existing and new services to ensure that agreed services are being delivered to requirements and business user expectations and satisfaction levels are met. Responsible for demand shaping, stakeholder management and oversight on project execution. Point of escalation for business and IT teams, responsible for ensuring project completion to required scope and handover to internal IT support teams as per CIT guidelines. Patient Support Programs at Novartis help enable patient engagement and improve outcomes by helping patients get on-boarded to Novartis therapies in a timely manner. You will have an opportunity to directly affect the patient journey during their treatment and ongoing care.
• Act as the primary connection between Service Delivery and the business for a given capability
• 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
• Take accountability to ensure adherence with Security and Compliance policies and procedures within Service Delivery scope
Minimum requirements
• 8+ years IT experience with least 3 years’ experience in business facing roles
• 6+ years business area exposure (Pharma experience a plus)
• Business fluent in English (written and spoken)
• Additional languages a plus
• Superior customer relationship & consulting skills; Sound knowledge of IT business processes and ability to transform business requirements into consistent and reliable IT solutions, processes and services
• Demonstrated strategic thinking and application of product/portfolio roadmaps
• Expert understanding of digital solutions / technology for patient services area preferableDivisionNBSBusiness UnitIT NBSLocationSwitzerlandSiteBaselCompany/Legal EntityNovartis Pharma AGFunctional AreaInformation TechnologyJob TypeFull TimeEmployment TypeRegularShift WorkNo
