Operational Excellence Manager

• Information Technology & Telecom
• Bagsværd

An attractive opportunity has become available as Operational Excellence Manager of Service Desk and IT Support, in Global IT Operations (GITO) – a part of Global IT. If you have the experience and competences needed to establish and drive data driven continuous improvement of the core IT Operation processes in the Service Desk and IT Support Product area, this is your opportunity.

Global IT is launching a new initiative to create the necessary core IT capabilities within infrastructure, integrations, data management, platforms and IT Support that will enable the digitalisation and future growth of our business. Throughout 2020 we will be recruiting different profiles for this initiative. This is our first wave of hiring so the people we bring on board now will have a unique chance to put their footprint on the programme

By joining Global IT, you will become part of a strong global community of more than 1200 skilled IT professionals, who are responsible for IT systems, services, and projects in Novo Nordisk, working in a truly global organisation based on agile principles.

About the department
GITO Service Desk and IT Support is a newly established unit consisting of multiple teams of highly skilled and dedicated employees located around the world in our sales affiliates and our Global Service Centre acting responsible for both 1st level support, Onsite support and single point of contact in the local sites, while also participating actively in Product Teams in our other Product areas such as Digital Workplace and Infrastructure.

GITO consists of 200+ employees across more than 25 countries with main hubs in Denmark, USA and India. Global IT Operations helps drive the digital transformation of Novo Nordisk.
The GITO Service Desk and IT Support Product Area covers core services such as Service Desk, On-site support and Major Incident Management, but also require a key focus on incident management, knowledge management, problem Management, ITSM analytics, automation, self-service, self-healing and intelligent swarming.

The position
As Operational Excellence Manager you will help develop and implement the strategy for Service Desk and IT Support and will be responsible for supporting and implementing continuous improvement methodologies, processes, tools and training to assure long-term sustainable improvement of Global IT Operations. Key focus will be on the Incident management, problem management and knowledge management process improvement.

This position supports continuous improvement by interacting and coaching employees on proven methods to optimize operational efficiency and a strong focus on enhancing the customer experience. The OE Manager leads process improvement initiatives by identifying, analyzing, implementing and monitoring improvements. Collaborates with leadership and the agile delivery teams to ensure OE initiatives deliver intended value.

Enabling a data driven operation of the product area is a key responsibility of the position which includes identifying key metrics, designing and implementing a new data model for measuring key IT Operation process performance and compliance. Deep and extensive experience with developing and implementing data models in leading BI tools is therefore a must.

Based on a solid and dynamic data model OE manager is expected to Support Service Desk and IT support Director with the foundation for identification of process improvements to optimize operational efficiency, improve end user experience, and balancing cost/quality. Key tasks will be identifying metrics, trends, relationships and root causes but also creating ad hoc reports and the design of a user-friendly balanced OE dashboard to manage and monitor key performance metrics.

OE Manager will also participate in the agile development team in the product area and is expected to train and coach cross functional teams on continuous improvement methodologies and tools to solve difficult and complex problems.

Your main stakeholders, besides your area, will be the rest of the management team in Service Desk and IT support, the GITO management team, senior stakeholders in the various business areas and regions of Novo Nordisk. The job is global and some travel activity will be needed.

Qualifications
You hold an MSc, MBA or similar graduate degree in business administration, engineering, computer science or other relevant fields with 10-12 years of experience especially within the field of IT Infrastructure Operations, IT Strategies and IT Service Management in global organisations. In addition, more than 5 years of experience within the pharma industry will be a plus.

You have a positive and engaging personality with ability to converse at all levels in the organization and interact with key stakeholders in a global organisation, developing strategies, driving innovation and continuous process improvements within such unit. Additionally, you must have experience in managing key senior management stakeholders through effective communication, regular reporting and a high degree of personal integrity.

You possess strong coaching and communication capabilities, have an ability to support a culture of change with an ability to challenge as-is. You must own very good interpersonal skills. Be able to manage relations to line of business management and to collaborate and communicate with external parties, primarily with vendors and consultants.
Having experiences with participating in agile transformations will be a plus.

Finally, you must possess excellent communication skills in English (written/spoken).

Working at Novo Nordisk
At Novo Nordisk, your skills, dedication and ambition help us change lives for the better. In exchange, we offer you an opportunity to work with extraordinary talent and benefit from a range of possibilities for professional and personal development.

Contact
If you want to know more, please reach out to Director Lasse Lundemark on +45 3079 2124 or [email protected].

Deadline
Please apply before 1st of May 2020.

Millions rely on us
To work for Novo Nordisk you will need the skills, dedication and ambition to change lives for the better for millions of patients living with diabetes and other chronical diseases. In exchange, we offer the chance to be part of a truly global workplace, where passion and engagement are met with opportunities for professional and personal development.