• Analyzed, restructured, trained, and matured Daiichi Sankyo’s Service Design Function.
• Applied improved Service Design functionality to all IT projects, following the IT Infrastructure Library (ITIL) framework of best practices.
• Coordinated Daiichi Sankyo’s Data Architecture, Service Management and Service Design functions for global and regional R&D projects.
• Managed all service aspects of the application portfolio that contained one or multiple IT systems. This included incident, problem, user access, and change management.
• Managed the daily operational demand of business systems by involving all relevant stakeholders.
• Analyzed Service Requirements of business systems to define/revise service levels. Monitored these business system’s service quality and put proactive measures in place to improve it.
• Closely collaborated with Service Delivery and Service Operations to meet the operational and tactical service goals of the portfolio.
• Directed activities of IT staff responsible for providing ongoing technical and application support to business units.
• Acted as first point of contact for all business escalations for all ongoing operational issues in the respective service domain.
• Interfaced with external vendors to make sure the internal (internal to IT) and external (business and other stakeholders) needs were met.
• As a lead member of the Service Management Office (SMO) proactively planned continuous service improvement initiatives, gained consensus, and worked towards implanting them.More...