Merck KGaA

Service Excellence Manager

Posted On

Jan. 13, 2025

Location

Bangalore, Karnataka

Experience Level

D - Professional (4-9 years)

Job Type

Full-time

Apply By

Feb. 4, 2025

Job Description

Your roleSystem Excellence Manager ensures proper implementation of the Service Level Management for ERP system(s) and service(s) under his/her responsibility. This includes the implementation of appropriate systems enhancements following established processes to meet compliance and security requirements. The System Excellence Manager will interact with other IT stakeholder to plan service portfolio, monitor, prepare and report overall service performance. This will be done by leveraging delivery capability provided by internal stakeholders and external partners. In this role we require an excellent knowledge of ITIL foundation and SLM processes combined with a good understanding of associated IT SM systems. Thus he/she should be in the position to consult service delivery manager to find suitable and sustainable solutions meeting service reporting requirements. ResponsibilitiesEnsure customer satisfaction through proper service performance monitoring, preparing and publishing service dashboard to meet internal (process, security, vulnerability, audit readiness) and external (e.g. GxP, FSA, KRITIS, GDPR, license) compliance. Operational Vendor Management & ReportingReport vendor service performance against below processes.Establish required improvements plan as per identified gaps and/or defined requirements.Secure timely issuance of periodic performance report and annual service reviews. Incident Management, Problem Management & AutomationEnsure Service Management Reporting as per Service Catalog and per stakeholder/business requirements (e.g. availability, effectiveness and efficiency of ticket handling, user satisfaction/adoption)Ensure proper Service Lifecycle Management and Capacity Management across a set of Application ServicesSLAs under proper lifecycle managementService-related data available in concerned repositories/tools (e.g. HPSM, SNow, CMDB, GEAR, etc.) and maintained with good data qualityCAPA management and downtime reporting with regards to application outagesSupport optimization and harmonized implementation of Service Management framework. Who you are:Education/Professional ExperienceBachelor/Master degree or equivalent in Computer Sciences and/or Business Administration10-year experience in software or applications services5-year experience within an international environmentEnglish mandatory (written and spoken) Skills & CompetenciesSolid foundation in IT service management methodology (ITIL).Familiar with Service Performance Management and Dashboard solutions.Strong capabilities to develop concepts and drive their implementation in a pragmatic manner.Team player and worked in a matrix organization.Understanding of Security & Quality standards.Strong written and oral communication skills.

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