**Summary**:Responsible for holistic IT Service Management including all ITIL Processes, Service Operations as well as Operational Quality Management oversight along with continual service improvement and supplier operational governance. -Govern the service operations, service transition, quality, compliance, and audit readiness of services delivered. -Manage a service operation with standardized services, processes, and tools to provide efficient, high quality services. -Provide highest business value through effective management of IT resources (people, financial resources, and services) related to the function. -Meet customer and internal IT service levels and proactively drive continuous service improvement collaboration with the Service excellence team of the Function. -Contribute to enabling operational excellence and continuous improvement in the Service quality across TT. -Own and drive the delivery of the service ensuring delivery to SLA and Service continuity meeting the consumer needs.**About the Role**:**Major accountabilities**:- Role will ensure that all contracted SLAs of suppliers are being reported correctly and engage any challenges to ITSMO and drive improvements.**Key performance indicators**:- Stable, compliant, secure, and cost-effective operations measured by Availability, Performance, Capacity Metrics along with continuous cost reductions YOY.- No major business disruptions, Responsiveness and Recovery Speed of critical incidents / issues in business.- Speed and agility in delivering services to users.- Operational targets, SLAs and KPIs are met.- Operational efficiencies delivered through suppliers and level of process control.- Learning Agility, Ability to evaluate and launch new services & capabilities.- Productivity gains and defect reduction through continuous improvement.- Automation led Programmable Infrastructure and Platform Services.- Establish a Technical Vision, clear strategy, and execution against the plan.- Compliance level of applicable IGM/ISRM policies.**Minimum Requirements**:**Work Experience**:- Financial Management.- Supporting Quality activities / issues.- Strong cross functional leadership.- Risk.- Ambiguity.- Patient/client driven with excellent communication skills.- Operations Management and Execution.**Skills**:- Budget Management.- Communication Skills.- Incident Management.- IT Governance.- IT Service Management.- Performance Management.- Problem Solving Skills.- Quality Assurance.- Stakeholder Management.DivisionOperationsBusiness UnitCTSLocationMexicoSiteINSURGENTESCompany / Legal EntityMX06 (FCRS = MX006) Novartis Farmacéutica S.A. de C.V.Functional AreaTechnology TransformationJob TypeFull timeEmployment TypeRegularShift WorkNo