Novartis

Job Description Summary

• Drive 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 often on 24X7 basis as per shifts. -Manage a service operation with standardized services, processes, and tools to provide efficient, high quality services -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. -Drive the delivery of the service ensuring delivery to SLA and Service continuity meeting the consumer needs

Job Description

Job Description Summary

• Step into a role where your expertise in data & analytics operations can shape the future of healthcare. As a Senior Specialist for Analytics and Data Science Products Operations, you’ll be at the heart of Novartis’ digital transformation—driving operational excellence, ensuring seamless service delivery, and enabling impactful data-driven decisions. You’ll lead the charge in managing cloud-based analytics platforms, championing compliance, and optimizing service performance across global teams. If you’re passionate about innovation, collaboration, and making a difference in patients’ lives, this is your opportunity to thrive.

Key Responsibilities:

• Lead operations for Data Solution Delivery, acting as the single point of contact for stakeholders.
• Drive IT Service Management across ITIL processes, service operations, and continuous improvement.
• Ensure service delivery meets SLAs, KPIs, and customer satisfaction targets.
• Govern vendor performance through compliance monitoring and analytical reporting.
• Oversee deployment and management of digital platforms supporting commercial data strategy, adopting emerging (GenAI, AI, NLP) technologies and launch products/services faster with rapid prototyping & iterative methods to prove and establish value.
• Optimize team capacity and automate processes to enhance operational efficiency.
• Collaborate across functions to ensure seamless execution and issue resolution.
• Manage internal and external audits, including stakeholder coordination and remediation tracking.
• Provide real-time support and guidance on quality, compliance, and escalations.
• Maintain security calendars and ensure adherence to security testing schedules.

Essential Requirements:

• University degree in Computer Science, Information Management, or a related field.
• 7+ years of experience managing support operations for cloud-based data analytics platforms (AWS, Snowflake).
• Strong understanding of analytical and technical frameworks for descriptive and prescriptive analytics.
• Proven experience delivering data projects in regulated environments with a focus on compliance.
• Expertise in data lifecycle management, change management, and risk mitigation strategies.
• Familiarity with AWS, Databricks, and Snowflake service offerings, as well as emerging (GenAI, AI, NLP) technologies.
• Demonstrated ability to lead cross-functional teams and manage vendor relationships.
• Excellent communication skills with a patient- and client-focused mindset.

Skills Desired

Budget Management, Communication Skills, Incident Management, IT Governance, IT Service Management, Performance Management, Problem Solving Skills, Quality Assurance, Stakeholder Management