Advanced Service Manager I

Department : Global IT Support GBS
Are you experienced in managing major incidents and ensuring business continuity? Do you thrive in a dynamic, 24x7 global environment? If so, we invite you to join our team as an Advanced Service Manager at Novo Nordisk. Read more and apply today for a life:changing career.
The position
As an Advanced Service Manager I at Novo Nordisk, you will have the following responsibilities:
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Responsible for leading, facilitating, and managing all investigation activities for major and critical incidents globally in a 24x7 team setup.
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Interact with vendors, business customers, and management at all levels to ensure a focused, process:driven approach during incidents disrupting operations or disaster situations.
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Drive and manage the Major and Critical Incident process for global application systems, infrastructure, and security issues impacting availability and business continuity.
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Challenge and oversee vendor teams to ensure timely resolution and restoration of services during major and critical incidents.
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Provide timely and effective communication to stakeholders during all major incident scenarios, supporting 24x7 operations as part of the Situation Management team.
Qualifications
To be successful in this role, you should have:
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Bachelor 's or master 's degree in a relevant field with 8 years of experience in IT or the pharmaceutical industry, including 6 years in Major Incident Management.
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Experienced in disaster recovery and handling major incidents effectively.
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Strong understanding of ITIL processes to ensure smooth IT operations.
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Proficient in managing change and release processes.
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Good knowledge of the Scaled Agile Framework (SAFe) methodology.
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Experience working in a project:oriented, international matrix organization.
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Excellent interpersonal and communication skills including verbal and written communication. Ability to represent NN in relation with users and external stakeholders.
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Ability to analyze and solve complex issues in a timely and structured manner.
About the department
You will be part of the Global IT Support GBS department which provides services like Situation Management, Change Management, Problem Management and Global Hardware Asset Management. You 'll have the opportunity to work with global colleagues as part of the Global Agile product team that represent Operational Excellence product. Our purpose is to enable Novo Nordisks users to perform to their best through superior IT support services. We do so through great user experience design, proactively solving critical IT issues, providing business partnering, and local IT services to our users all around the world. Our ambition is to ensure access to IT support anytime, anywhere, on any device, by empowering people, and leveraging innovative technologies.
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. Working at Novo Nordisk, we 're working toward something bigger than ourselves, and it 's a collective effort. Join us Together, we go further. Together, we 're life changing.
Contact
To submit your application, please upload your CV online (click on Apply and follow the instructions).
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Job Type: Permanent