Key Responsibilities

• Govern ITIL based service operations, including incident, problem, change, and release management.
• Ensure service transition, operational quality, compliance, and audit readiness across ERP platforms.
• Lead the delivery of standardized services using consistent processes and tools to meet SLA targets.
• Manage vendor relationships, ensuring accurate SLA reporting and driving performance improvements.
• Collaborate with Service Excellence teams to identify and implement continuous service improvements.
• Monitor and report on service performance metrics such as availability, capacity, and responsiveness.
• Drive automation and operational efficiencies across ERP services and infrastructure.
• Ensure alignment with internal governance, ISRM policies, and regulatory compliance standards.
• Establish and execute a clear technical strategy for ERP service delivery and innovation.
• Support business continuity by ensuring rapid recovery and minimal disruption during critical incidents.

Minimum Requirements

• Proven experience in SAP Operations, with hands-on expertise in modules such as Sales & Distribution, ATTP, GTS, and Vistex.
• Strong understanding of IT Service Management (ITSM) frameworks and processes.
• Demonstrated success in vendor management and external supplier governance.
• Experience in financial and budget management within IT service environments.
• Background in quality assurance, risk management, and compliance support.
• Excellent communication and stakeholder management skills across cross-functional teams.
• Ability to lead through ambiguity and drive operational execution independently.
• Experience in driving continuous improvement and automation initiatives in ERP environments.
• Knowledge of ABAP and SAP S/4 Hana would be a benefit.
• Fluent English (written & verbal).

Accessibility and accommodation: Novartis is committed to working with and providing reasonable accommodation to all individuals. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to receive more detailed information about the essential functions of a position, please send an e-mail to and let us know the nature of your request and your contact information. Please include the job requisition number in your message

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