IT Problem Manager

2 days ago

Ballerup, Denmark Novo Nordisk AS Full time

Category:

Digital & IT

Are you ready to make a global impact to drive and mature Service Management in DD&IT PS AM (Digital Data & IT Product Supply Aseptic Manufacturing)? Are you motivated by securing operation excellence in processes and tooling, and establishing an environment with a strong problem-solving mind-set?

We are looking for a new colleague to join our Business Support function with focus to standardize, drive and implement IT Service Management processes and tooling across our seven global production sites.

If this sounds like you, don’t hesitate and apply

The Problem Manager Role
As our new Problem Manager, you will be implementing the problem management process based on standard ServiceNow processes to our production sites. As part of the implementation, you will:

- Conduct training to Problem Managers at the production sites.
- Secure continuous support for the Problem Managers to mature their competencies.
- Facilitate a Problem Manager Community with representatives from all production sites.

The purpose of the Problem Manager Community is to strengthen the competencies of the global Problem Managers in terms of problem-solving techniques, lean competencies and building of a continuous improvement mindset As the competencies of the Problem Managers mature, your role will also include facilitation of the problem-solving process for globally shared incidents.

On a continuous basis, you will oversee the adherence of the production sites to the implemented ITIL processes, identify improvement areas and work closely together with the sites to close the gaps. Furthermore, you will build dashboards and provide various reports to different stakeholders such as Problem Managers, Managers etc.

Since the IT Service Management journey is strategically important for DD&IT PS AM, and has a long-term perspective, you will be responsible for gathering feedback from the production sites and updating the IT Service Management roadmap to address exactly their needs.

Which competencies to bring?
To be successful in the role, we imagine that you come with:

- Master’s degree in Information Technology, Business Administration, Engineering, or a related field.
- Around 5 years of experience within Problem Management and IT Operations from the production industry, preferably a global company.
- The ability to understand the manufacturing business context of your colleagues and adapt the processes and IT utilization accordingly.
- Analytical skills and techniques (Root-cause analysis, Problem-solving methods, Lean techniques etc.).
- Technical understanding of IT/OT, IT Infrastructure, and emerging technology solutions.
- Strong understanding of ITIL processes and frameworks.
- Experience with ServiceNow configuration and dashboard creation.
- Experience in facilitation, communication and execution of training capabilities.
- Knowledge of regulatory requirements or experience within the pharma industry and GxP compliance will be an advantage.
- Fluency in written and spoken English.

Just as important, we see that you have the right mindset, where you can engage with many different global stakeholders, where you will be able to use your positive, proactive and solution-oriented mindset to bridge the gaps.

And through your excellent communication skills, strong commitment and decisive nature you can have a positive influence across the sites.

The team is ready to welcome you on board
You will be part of a central Business Support function for DD&IT PS AM supporting the sites with various strategic initiatives. The team’s focus is on contributing to PS AM’s ambition of being Industry Leader by delivering operational excellence through standardization, strategic support and data insights. Our diverse team covers a broad range of competencies from general consultancy, portfolio management, agile and project management, security, architecture, and data and more.

Working at Novo Nordisk
Novo Nordisk is a global healthcare company headquartered in Denmark. For 100 years, we have been driving change to defeat diabetes and other serious chronic diseases. As a result, our treatments today benefit millions of people living with diabetes, obesity, and rare blood and endocrine diseases. We are proud of that.

We are proud of our people too, and we employ more than 60,000 bright and diverse minds in 80 offices worldwide. With us, your bright mind and commitment help us change lives for people worldwide. In exchange, we offer you a seat in a rewarding and purpose-driven culture where your professional and personal development is highly valued. That said, opportunities are many in Novo Nordisk.

If you want to learn more about how Novo Nordisk leads visions to real-life solutions that make a real-life impact, go explore on Novo Nordisk TechLife.

Contact
For further information, please contact Louise Smith Kjergaard at lsmk@novonordisk.com

Deadline
9 February 2025

You do not need to attach a cover letter to your application, but please include a few sentences about why you are applying in your resume or CV. To ensure an efficient and fair recruitment process, please refrain from adding a photo to your CV.

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.

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