Senior Manager – Service Design and Operations Management

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Job details

Company overview

We are a major Japanese pharmaceutical company. We are a pharmaceutical company focused on eye health in particular, and are engaged in the research, development, manufacturing, and marketing of pharmaceuticals in the ophthalmologic field. We are particularly strong in the treatment of dry eye, cataract, and glaucoma, and have earned trust for our high technology and quality. We also have operations around the world and aim to contribute to eye health from a global perspective. In research and development, we are active in introducing new treatments and technologies to meet the various needs related to vision.

Responsibilities

Key Responsibilities & Accountabilities

• Be the process and application owner for Santen’s Global IT Service Management platform (ITSM / CMDB) – ServiceNow
• Liaise with Santen IT Program Management team on ServiceNow ITPM operation & improvement
• Define, align and implement Santen’s ITSM / CMDB / experience management foundation, processes and functionality, based on industry standards, best practices and ServiceNow standards and capabilities
• Consult and collaborate with Santen stakeholders and service partners to understand Santen strategy, requirements on Service Operations / ITSM / CMDB improvements
• Drive service experience and productivity improvements for Santen users and service operations efficiency improvements for ServiceNow users, by enhancing process coverage or functional capabilities.
• Define, implement and govern standards for ServiceNow processes, architecture, integration, configuration and professional operations
• Be responsible for ServiceNow roadmap, release planning and operations
• Define, implement and govern user access, role and authorization management processes
• Responsible for ServiceNow vendor and license management, contract and service governance and reporting
• Initiate and execute projects on GSO services implementation, improvement or transition
• GSO Service Manager for defining, managing and governing services under GSO scope, liaising with Santen’s global and regional stakeholders and Santen’s service partners

 

Requirements

Essential

• 5+ years experiences in IT Service Design or IT Service Operations Management
• 5+ years ServiceNow process, application and architecture experience
• 3+ years international experience of working with remote and multi-cultural colleagues

Desirable

• ITIL certificate
• Service Management, Application Owner or Process Owner experience
• Project Management experience in IT
• Experience with insourcing / outsourcing implementation and governance of services

Salary

10 - 15 million yen

Location

Osaka