Head of Support Operations at System C overseeing operational performance in customer support. Focused on building scalable practices and driving customer outcomes in a fast - changing environment.
About the role
- Head DDIT EXP Operational Excellence & Planning at Novartis responsible for implementing operational processes and continuous improvement initiatives across teams. Collaborating to enhance user experience in Data, Digital & IT.
Responsibilities
- Contribute to the development of mid-term portfolio plans for the DDIT Experience & Adoption function and proactively identify operating model improvement areas once implemented
- Monitor the function's overall performance (services, quality, and financials) and proactively identify opportunities to increase service levels and mitigate any functional level risks or issues.
- Coordinate the execution of key operational processes for the DDIT Experience & Adoption function such as financial reporting and budget planning, hiring and location strategy impact, demand and resource management, functional supplier management, communications, etc. to ensure smooth running of the business and achievement of operational targets.
- Take accountability to ensure adherence with Security and Compliance policies and procedures for the Operational Excellence and Planning scope
- Support the Global Head of Function or Head team member(s) in day-to-day management.
- Support the Function’s leadership and associates to focus on the overall priorities for Novartis Operations and the Function to maximize customer satisfaction.
- Drive the culture and people related topics to ensure progress towards integrity, unbossed, curios and agile organization
- Act as point of contact for the Operational Excellence & Planning function and support in the implementation of cross functional initiatives, processes and tools.
- Contribute to the initiatives led by the Operational Excellence and Planning community to ensure cross functional standardization and cost efficiency are achieved
Requirements
- University Degree in IT related professional education (e.g. MSc in Computer Science) or business/administration professional education (e.g. MBA)
- 10+ years experience in Operational Excellence and/or Business Operations, working in global matrix organizations showcasing a strong ability building relationships and engage in interactions with senior management effectively driving strategy development.
- Solid track record delivering global solutions at scale, collaborating across boundaries and influencing without authority.
- Proficiency in Financial Management is essential to ensuring operational decisions align with corporate priorities and enable sustainable business impact.
- Experience delivering Operational Excellence through streamlined processes, effective resource utilization, and adherence to quality frameworks, ensuring scalable solutions that meet organizational objectives, leveraging advanced knowledge of Digital and Technology domain to innovate workflows, adopt emerging technologies, and optimize tools for improved productivity.
- Experience ensuring compliance through expertise in IT Governance, safeguarding policies, frameworks, and risk management strategies.
- Strong leadership and collaboration skills in cross functional organization; solid stakeholder management skills, able to build strong partnerships and drive alignment across diverse groups
- Ability to apply Business Insights and Business Mindset to connect operational execution with organizational goals, ensuring measurable impact; experience in transforming Vision and Purpose into actionable strategies.
- Solid Analytical Thinking & Decision-Making capabilities, with proven track record tackling complex challenges, identifying opportunities for improvement, developing innovative solutions, utilizing data-driven insights to drive decision-making that aligns with organizational priorities and promotes sustainable outcomes.
- Expertise in Strategic Planning, effective resource allocation & Change Management
- Excellent communication and presentation skills; Fluent in English (both written and verbal); Proficiency in additional languages relevant to organizational regions is preferred
Benefits
- Monthly pension contribution matching your individual contribution up to 3% of your gross monthly base salary
- Risk Life Insurance (full cost covered by Novartis)
- 5-week holiday per year; (1 week above the Labour Law requirement)
- 4 paid sick days within one calendar year in case of absence due to sickness without a medical sickness report
- Cafeteria employee benefit program – choice of benefits from Benefit Plus Cafeteria in the amount of 12,500 CZK per year
- Meal vouchers in amount of 105 CZK for each working day (full tax covered by company)
- Car Allowance
- MultiSport Card
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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