Senior Expert ServiceNow IT-OT

Posted 12 Jan 2023

Bangalore, Karnataka - India

Req Id 259998


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Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.


Job Description : ServiceNow IT-OT Senior Service Delivery Manager 


The ServiceNow IT-OT Senior Service Delivery Manager is responsible for managing end-to-end service for the relevant ServiceNow modules used by us. As a key member of the Group Applications ServiceNow COE based in our Technology Center in India, he/she will be the solution delivery manager in charge, responsible for governing the day-to-day service executed by our IT external strategic providers. By this, he will ensure new application evolutions are in line with platform standards. With a special focus on new ServiceNow deployment for IT and OT processes and their integration to various systems including ERP, he/she will contribute to state-of-the-art technical project delivery implementations leading the application evolutions into successful transformation in productive mode. For this, he/she will closely work with the IT4You and OT4You implementation, qualification and validation teams.


In this role, we see a strong focus on understanding of our new ServiceNow greenfield platform solution and interfaces supporting relevant IT/OT business processes, the alignment and consulting of the business during projects and change requests, quality control of deliverables form external partners and the transition of new solutions to the application support teams. In this role we require an excellent knowledge of ITIL foundation and SLM processes combined with a good understanding of associated IT SM systems. 


In this role, the Service Delivery Manager ensures consistent implementation of the service management framework including business annual service review, Service Level Agreements sign off, KPI achievements monitoring, service performance reporting and operational vendor management. He/will ensure customer satisfaction through proper solution design delivery, applications life cycle management and service performance monitoring while maintaining necessary internal (process, security, vulnerability) and external (GxP, GDPR, license) compliance. He/she will secure minimal business disruption on application go live based on proper design and formal project handover process. He will monitor the AMS vendor operationally by ensuring vendor service & reporting against agreed contract requirements. He/will drive CAPA management for application disruptions. 


Who you are 

  • Bachelor/master's degree or equivalent in Computer Sciences and/or Business Administration 

  • 10-15 years’ experience, including a min. of 5 years of ServiceNow solution 

  • 5-year experience within an international environment 

  • ServiceNow certification is a must 

  • Excellent English communication skills (written and spoken) 

  • Strong interpersonal and organizational skills 

  • Strong written and oral communication skills 

  • Mastering ITIL processes with certification as ITIL Service Delivery Management 

  • Good knowledge of GxP, security and Data Privacy 

  • Good knowledge of ServiceNow integration capabilities 

  • Can lead Application Support team to success within a matrix environment 

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!
Apply now and become a part of our diverse team!

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