Service Lead, Omnichannel Platforms
Location
Andhra Pradesh | India
Job description
About the role
Job Description
2023 will see Sandoz become a standalone organization! As a global market leader in Generics and Biosimilar medicine, Sandoz is stepping forward from a position of strength! Those joining Sandoz in the coming months will help shape the future of the company, it’s growth, innovation, culture and how Sandoz impacts the lives of millions. These will be careers with genuine impact! This is one such role!
Job Purpose
Being part of the Sandoz Customer Engagement Team and working with the Global Head Omnichannel platforms, the Global Service Lead, Omnichannel Platforms is responsible for ensuring that all the Omnichannel Platforms service and support activities are organized, handled, and driven correctly. This role is a balanced mix of business and technical skills
Job Responsibility
1)Be responsible for the Global content and technical service teams operations for Website, Mobile and Commerce Platforms, as well as other related Omnichannel applications that support Customer Engagement.
2)Planning and implementing IT Service Management processes, software and tools to optimize IT service delivery and reduce costs while improving the efficiency, effectiveness and quality of services provided to customers, the business and collaborators.
3) Providing valuable insight into how a service is performing by maintaining records and track key metrics to identify areas for improvement and prevent or minimize problems before they impact customers. Report on trends, recommend changes and mitigate problems as they arise.
Conducting IT service quality assurance, monitoring and analyzing performance issues as well as supporting IT governance and audit requirements. Collaborate with multi-functional teams including digital products (PIM, CRM, Order Management, B2B commerce, and medical product teams) to deliver convenient and compliant services.
4) Develop strong relationships with external service providers to ensure successful service delivery. Support and onboard partners to our Support Services.
Role Requirements
Soft Skills:
1) Proactive, extroverted doer personality with a visionary and agile mindset and Service oriented.
2) Competent appearance and hands-on mentality
Effective communicator on all levels of the organizations involved.
3) You are enthusiastic about digital transformation and have innovative ideas to drive it forward.
Experience and Skills:
1) Bachelor’s Degree preferably in any Information Technologies (IT) subject area, but IT Management Information Systems or Computer Systems Analyst subject area is most preferred.
2) 8+ years experience in similar roles handling multi discipliner service support teams located in different geographic areas.
3)Solid understanding on Web applications, Mobile Apps and customer engagement platforms.
4) Agile certifications.
5) Experience with (large) Pharmaceutical/BioPharma/Life Sciences Projects will be considered.
6) English proficiency, other languages are a plus.
Why Sandoz?
500 million patients were touched by Sandoz generic and biosimilar medicines in 2021 and while we’re proud of this, we know there is more we could do to continue to help pioneer access to medicines for people around the world.
How will we do this? We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation. That a diverse, equitable and inclusive environment inspires new ways of working.
We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility. And we can reinvent what's possible, when we collaborate with courage to enthusiastically and passionately address the world’s toughest medical challenges. Because the greatest risk in life, is the risk of never trying!
Invent what you could achieve here at Sandoz!
Commitment to Diversity & Inclusion:
We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.
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