Merck KGaA Darmstadt Germany Looking for Senior Expert ServiceNow IT-OT at Bengaluru, Karnataka Full Time

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That’s why we are always looking for curious minds that see themselves imagining the unimaginable with us.

Job Description : ServiceNow IT-OT Senior Service Delivery Manager

The ServiceNow IT-OT Senior Service Delivery Manager is responsible for managing end-to-end service for the relevant ServiceNow modules used by us. As a key member of the Group Applications ServiceNow COE based in our Technology Center in India, he/she will be the solution delivery manager in charge, responsible for governing the day-to-day service executed by our IT external strategic providers. By this, he will ensure new application evolutions are in line with platform standards. With a special focus on new ServiceNow deployment for IT and OT processes and their integration to various systems including ERP, he/she will contribute to state-of-the-art technical project delivery implementations leading the application evolutions into successful transformation in productive mode. For this, he/she will closely work with the IT4You and OT4You implementation, qualification and validation teams.

In this role, we see a strong focus on understanding of our new ServiceNow greenfield platform solution and interfaces supporting relevant IT/OT business processes, the alignment and consulting of the business during projects and change requests, quality control of deliverables form external partners and the transition of new solutions to the application support teams. In this role we require an excellent knowledge of ITIL foundation and SLM processes combined with a good understanding of associated IT SM systems.

In this role, the Service Delivery Manager ensures consistent implementation of the service management framework including business annual service review, Service Level Agreements sign off, KPI achievements monitoring, service performance reporting and operational vendor management. He/will ensure customer satisfaction through proper solution design delivery, applications life cycle management and service performance monitoring while maintaining necessary internal (process, security, vulnerability) and external (GxP, GDPR, license) compliance. He/she will secure minimal business disruption on application go live based on proper design and formal project handover process. He will monitor the AMS vendor operationally by ensuring vendor service & reporting against agreed contract requirements. He/will drive CAPA management for application disruptions.

Who you are

Bachelor/master’s degree or equivalent in Computer Sciences and/or Business Administration

10-15 years’ experience, including a min. of 5 years of ServiceNow solution

5-year experience within an international environment

ServiceNow certification is a must

Excellent English communication skills (written and spoken)

Strong interpersonal and organizational skills

Strong written and oral communication skills

Mastering ITIL processes with certification as ITIL Service Delivery Management

Good knowledge of GxP, security and Data Privacy

Good knowledge of ServiceNow integration capabilities

Can lead Application Support team to success within a matrix environment

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of our diverse team!

Job Requisition ID: 259998

Location: Bangalore

Career Level: D – Professional (4-9 years)

Working time model: full-time

North America Disclosure

The Company is committed to accessibility in its workplaces, including during the job application process. Applicants who may require accommodation during the application process should speak with our Candidate Services team at 844-655-6466 from 8:00am to 5:30pm ET Monday through Friday. If you are a resident of a Connecticut or Colorado, you are eligible to receive additional information about the compensation and benefits, which we will provide upon request. You may contact 855 444 5678 from 8:00am to 5:30pm ET Monday through Friday, for assistance.

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