Global Service Operations Expert

from 8 to 12 year(s) of Experience

Job Description

This role is responsible for ensuring that the internally and externally sourced IT services are aligned with business needs and are delivered in accordance with customer Service Level Agreements to Company’s IT Standards and in line with industry standard methodology. The SOE is also in charge of the service life cycle management which includes service level management & process improvements, innovation, supplier & contract management, benchmarking, etc.
Handle operations of systems and applications in scope, ensuring their stability, integrity and meeting customer service levels.
The primary systems in scope are related to supply chain including Logistics & Warehouse Management Systems, TRD, Finance & Procurement
Ensures delivery of efficient and highly available IT Services.
Handles services offered to customers in area of responsibility
Leads all aspects of a broad area of coverage covering all geographies and divisions of the company.
Ensures compliance with SLAs, OLAs and UCs and that all supporting components of the service are aligned and handled as a coordinated service.
Provides reporting and metrics on performance of service
Manages the processes and vendor to ensure service delivery according to SLAs and contractual obligations
Customer concern and arbitration instance for service related issues, problems and major incidents
Works as CSI manager to identify and prioritize service improvement in terms of performance and cost reduction
Response to audit / IGM assessment findings and recommendations
Ensures that any changes to the service follows change management process
Participates in IT-internal service review meeting with service providers
Serves as single point of contact for Supply Chain SDM/BRM/BEF community and acts as point of escalation for issues not resolved by normal channels
Ensures that any service deviation will be detailed and follow ups are conducted by the service provider purposefully. Sets stretch targets for service provider to improve service delivery.
Review service quality and initiate measures in case service quality does not meet the contractually agreed target levels. Introduces service excellence and quality improvement concepts to the organization.
Prior Hands on experience with SAP supply chain management is an added advantage.
Minimum Requirement
B.E or MCA or MBA from a reputed university
ITIL V3 Foundation Certificate
SAP Certified Application Associate English
At least 8 -12 years functional background in SAP SCM preferably in a Global company with minimum 2 complete cycle of SAP implementation.
At least 5 years of experience in SAP SCM / TRD/Finance & Procurement Application Support and Maintenance.
At least 3 years of SAP service management experience in Global Company.
Capability to think strategically.
Expertise in vendor management, effective relationship management and good communication skills.
Sound knowledge in SOX, GxP regulations
Willingness to travel

Salary: Not Disclosed by Recruiter

Industry:Pharma / Biotech / Clinical Research

Functional Area:Other

Key Skills

Desired Candidate Profile

Please refer to the Job description above

Company Profile

Upgrade HR Consulting Pvt Ltd

Upgrade HR, a boutique HR consulting company based in Bangalore offering bespoke solutions that enable our clients to overcome talent challenges and secure a significant competitive edge through access to a highly effective talent acquisition engine.
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Contact Company:Upgrade HR Consulting Pvt Ltd