IT Service Manager

IT Service Manager

Denmark / Måløv

Would you describe yourself as IT-savvy? Can you see yourself in building an entirely new department in R&D IT in Novo Nordisk? This is an opportunity where you as the IT Service Manager can contribute to the support and management of the onsite IT-supporters, and via your supervisor qualities, handle alle urgent situations regarding IT incidents/problems, whilst also managing product/service budgets and support of software licenses.

About the department

The Research & Development IT (R&D IT) Lab Solutions team is an entirely new department within R&D IT anchored in Global IT. The department consist of 10 people divided between several Business Analyst roles, an IT Process Manager, an IT Security Manager, a department Manager, you as the IT Service Manager, and IT supporters that helps the research laboratories with their day2day IT challenges. R&D IT is responsible for a majority of IT systems and projects Research & Early Development (R&ED). With an ambitious digital agenda, they wish to drive new IT initiatives in a dynamic working environment with high levels of activity and an agile way of working.

As the IT Service Manager, you’d be the department’s supervisor. Thus, meaning you will act as professional manager, sharing your experience and knowledge with onsite IT-supporters, in charge of their professional development. Right now, your main responsibility will be to enable onsite IT Support at site Måløv, but in the future, you will facilitate IT sparring across all R&ED departments, gathering intel from similar problems, and implement Best Practice Solution, to finally cover all Novo Research sites.

The department will have a close link to all research sites including CMC, but mainly anchored at the Måløv site. R&D IT Lab Solutions will have many roles supporting the scientists and their research all over the world, offering plenty of opportunities to visit sites based in Beijing, Oxford, Seattle, and Bangalore.

As this is an entirely new department within Global IT, the opportunity to develop and nurture your skills as well as taking part in shaping the future of the R&D IT Lab Solutions team will be very rich.

About the position

In this position, one of your key tasks will be to form and lead an agile team of onsite IT-supporters, and drive IT service solutions, making IT support accessible to all research sites by facilitating sparring across the entire network.
You will be working closely with the departments Business Analysts on optimizing several areas of all research sites, such as infrastructure systems, procurement automation processes and support tool development. Therefore, it is a big advantage if you are a natural IT-savvy, with a flair for- and interest in IT-initiatives and strategies.

As IT Service Manager, you are recognised for being service minded and flexible. You meet deadlines, whilst striving for simplicity and contributing to the continues improvement in the quality of IT service solutions. Innovative ideas are very much welcome as well as taking initiative in improving methods, techniques, and approaches regarding the global support network.

An important aspect to this role, is establishing a good relation to supporters and research scientist at both national and global sites. Therefore, you will have to expect some travel days, visiting locations e.g., Beijing, Oxford, Seattle, and Bangalore. Thus, making it an important quality, that you like traveling, networking, and hands-on case-by-case assessment.

Bear in mind, that you are cooperating with several supporters and an IT security specialist, meaning it is not necessary that you are an expert in hands-on approach at first. You will be able to rely on your team, as you are learning your way around the practices. Most important for this position, is your leader abilities, as you will be supporting the department manager, in forming this new and agile R&D team.

Key areas of responsibility:

• Build support network into Global IT and cover all research sites, regarding IT sparring.
  
• Escalate difficult support cases and implement guidance on Global IT mails.
  
• Engage global service mangers to represent Laboratory IT.
  
• Build relevant services for laboratory systems (e.g., backup/restore).
  
• Ensure all aspects of meeting quality levels on service user satisfaction, service owner interactions/stakeholder management and relevant quality management requirements.
  
• Establish ServiceNow platform for IT support on all research sites.
  

Qualifications

To qualify for this position, it is important that you are a good communicator across functions, levels, and cultures. You can listen as well as understand the IT and business complexities and be able to translate these into opportunities. You are proactive, curious, and want to take the lead in ensuring the best solutions.

You will be given the opportunity to develop and improve your skills in both complex IT systems and windows environments. In general learning by doing is very much the way to succeed in this position. A natural interest in the field is key, as it is your personal drive that ensures your success in this role.

Manager abilities and ambition is key, you will hold a managing role in a development team, with expansion in pipeline. Therefore, your own ambition and strive is a good omen, in order to inspire the team, working towards a successful launch and set-up of a global support network.

Experience wise, you come from a similar role, either a support-role, working your way up the organization, with a personal drive for improvement, or a manager experienced in leading teams in a relevant field. Crucial is your ability to create and maintain global networks, and your professional knowhow as a leader.

It is required of you to have:

• 2+ years of experience in the IT service or similar field.
  
• Ability to operate and achieve results in an international IT operation.
  
• Understanding of ITSM processes and systems.
  
• Business understanding and ability to create results across business functions.
  
• Strong interpersonal skills to work with people across the Organization, ability to instil confidence, negotiate, and implement change.
  
• Excellent communication skills in English, written and orally.
  

It is an advantage if you possess one or more of the following skills:

• A degree at minimum BA level of science or similar level graduate degree in a relevant field (e.g., Computer Science, Software Engineering, Information Systems)
  
• Experience from a similar role, either in a managing or supporting role.
  
• A natural flair for IT and data driven strategies.
  
• A desire to breach barriers and build from the ground up.
  
• Experience with research labs and support services.
  

As a person you are:

• Highly structured, organized, and analytical.
  
• Solution oriented, self-driven, responsible, and able to think outside the box
  
• A team player, happy to share experience, workload, and information with your colleagues.
  
• Flexible and able to function under time pressure.
  
• Curious about developing and learning new IT skills and acquiring insight in Novo as a tech lab and test facility.
  
• An excellent communicator, proactive and able to lead and inspire your team.
  

Working at Novo Nordisk

Novo Nordisk is the leading pharmaceutical company within diabetes, located in the Copenhagen area. At Novo Nordisk we use our skills, dedication, and ambition to help people with diabetes and change their lives. By working with us you will have the opportunity to do the same in a global business environment. Fixating on perfection. We never shy away from opportunities to develop, we seize them. From research and development, through to manufacturing, marketing, and sales – we’re all working to move the needle on patient care

Contact:

In this recruitment process, Novo Nordisk is assisted by Capax Recruitment. For additional information about the position, please contact Rikke Barlund Hansen at [email protected]

Deadline

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We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.

At Novo Nordisk we recognize that it is no longer good enough to aspire to be the best company in the world. We need to aspire to be the best company for the world and we know that this is only possible with talented employees with diverse perspectives, backgrounds, and cultures. We are therefore committed to creating an inclusive culture that celebrates the diversity of our employees, the patients we serve and communities we operate in. Together, we’re life changing.