IT Manager-Commerical Infrastructure

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Think What’s Possible. Serves as the customer interface for all Global Infrastructure Services (GIS) delivered to their as-signed Customers. Primary purpose is to: Own/Strengthen the partnership between GIS and the Business IT Customer organization Understand and anticipate customers infrastructure service needs, and ensure those needs are being met across all infrastructure service providers Collaborate with service delivery management and service management to promote continuous service and process improvement Monitor service and customer satisfaction levels and escalate issues that are leading to cus-tomer dissatisfaction In the context of the IBM Process Reference Model for IT, the CIM performs the following roles: Customer Contact Management for request handling of urgent or unique CIO requests (User Contact Management) Stakeholder Requirements Management to capture needs and translate into customer require-ments Customer Transformation Management to assist customers in fully leveraging the capabilities of infrastructure services. Service Level Management to conduct service reviews with customers and identify opportunities for improvements Customer Satisfaction Management to capture and manage customer satisfaction data and communicate resultsCustomer Interface Serves as the customer interface to ensure GIS services and processes are aligned with customer needs, and leads to a high degree of customer satisfaction Educates the customer on GIS services and processes Applies knowledge of the service catalogue to assist with Customer Demand Planning (forecasting volume consumption, identifying changes in the demand mix, etc.) Chairs a Service Level Management forum with customers to report on performance and value Conducts customer briefings on current and future service offerings Informs customers on service maintenance windows, assessing impacts, and helping to resolve con-flicts where necessary Provides consultancy to customers on how to best use existing services and identifies new value add service opportunities (innovation) Promotes customer pilot projects related to new service development Coordinates GIS communication to customers in their area of responsibilityService Delivery Assurance Monitors that all IT Infrastructure services are delivered in accordance with agreed Service Levels Escalates issues related to service (e.g. repeating problems) to Service Management Measures and manages customer satisfaction levels Informs Service Management of important customer business projects, priorities and key milestones Champions the cause for GIS to implement global services and processes, promote continuous im-provement, and foster seamless service delivery Maintains customer profile and reports that highlights customer projects, key activities/events, ser-vice level reports, requests, customer satisfaction levels, etc. Monitors local risk management processes, such as legal, quality, compliance, audit management, Novartis Emergency Management (NEM), that have not transitioned globally to GIS Risk Manage-ment. Finance & Administration Works closely with customers during the budget process, including capturing customer demand, explaining the service catalogue, communicating pricing/charging methodologies, reviewing options for new services, etc. Manage GIS revenue stream for assigned customerQualifications" Degree in business/technical area or comparable education/ experience, " At least 5 years of experience in IT infrastructure management, including project management, process design, service management, service catalogues, vendor management, etc." At least 2 years of experience working in a customer service/relationship management capacity" Strong influencing and negotiation skills" Excellent written and verbal communication skills" Capable of working in an international environment with virtual teams" Solid understanding of the overall IT strategy of the companyBenefitsCompetitive Benefits.
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