Role Responsibilities:

• Service Delivery Management: Be responsible for the end-to-end delivery of private cloud services, including installation, configuration, maintenance, and support to meet business requirements.
• Service Level Agreements (SLAs): Define, monitor, and report on SLAs, ensuring that private cloud services meet agreed-upon performance indicators, uptime, and availability targets.
• Customer Relationship Management: Establish and maintain strong relationships with internal and external partners to understand their requirements and address any issues or concerns related to private cloud services.
• Vendor Management: Work closely with vendors to manage service contracts, ensure compliance, resolve issues, and drive continuous improvement in service delivery.
• Incident and Problem Management: Collaborate with the IT Operations team to manage and resolve incidents and problems related to private cloud services, ensuring minimal disruption to business operations.
• Capacity and Performance Management: Monitor private cloud infrastructure and platforms to anticipate capacity needs, optimize performance, and implement necessary upgrades or scalability measures.
• Change and Release Management: Coordinate and facilitate the planning, testing, and deployment of changes and releases to the private cloud environment, ensuring minimal impact on service delivery.
• Continuous Improvement: Lead initiatives to identify and implement process improvements, automation, and standard methodologies to enhance the efficiency, reliability, and security of private cloud services.
• Documentation and Reporting: Maintain accurate documentation of private cloud service configurations, processes, and procedures. Produce regular reports on service performance, incidents, and improvements.
• Team Management: Lead a team of private cloud specialists, providing guidance, coaching, and support to ensure their professional growth, high levels of productivity, and customer satisfaction.

Role Requirements:

• Proven experience in running private cloud services, preferably in a large enterprise environment.
• Strong knowledge of private cloud platforms, virtualization technologies, and IT infrastructure.
• Solid understanding of ITIL best practices and methodologies.
• Experience in vendor management and contract negotiations.
• Superb communication and interpersonal skills to effectively collaborate with collaborators at all levels.
• Strong analytical and problem-solving abilities.
• Ability to work in a fast-paced, global, and highly regulated industry

Why Novartis? Our purpose is to reimagine medicine to improve and extend people’s lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us! Learn more here: https://www.novartis.com/about/strategy/people-and-culture

You’ll receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook. https://www.novartis.com/careers/benefits-rewards

Commitment to Diversity and Inclusion: Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.

Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network