Manager - Engagement & Delivery - NA IT Operations

Facility:  Information Technology & Telecom

Plainsboro, NJ, US

About the Department                                                                                                                                                 

At Novo Nordisk, our Strategy, Finance, and Operations team works to provide strategic direction to the company, ensuring that everything we do is viable and built to last. Overseeing and safeguarding Novo Nordisk’s short and long-term planning, the Strategy, Finance and Operations team works closely with the business across the organization to develop strategies and business plans, monitor industry trends, and provide operating recommendations. We regulate accounting, uphold workplace safety, manage our supply chain and sampling, support technology, provide commercial insights & analytics, maintain our facilities and assure the integrity and completeness of all business transactions. At Novo Nordisk, you will have the opportunity to build a life-changing career in a global business environment. We encourage our employees to make the most of their talent. And we reward hard work and dedication with the opportunity for continuous learning and personal development. Are you ready to realize your potential?


The Position

C&CI (Cloud and Corporate Infrastructure (C&CI) is an organization under Global IT Operations (GITO). The IT Engagement Lead is the single point of contact for C&CI managed Infrastructure hosted services. This includes services provided by external service partners, both for private and public cloud. You will be working closely with your service management counterpart in India on all matters related to cloud and corporate infrastructure.



Individual contributor position, based in Plainsboro, NJ and reporting to Manager, North America Operations Infrastructure.


This role is a hybrid working model (3x/week on average) and Interacts with System Managers, Application Contacts, System Owners, Commercial IT organization, and IT contacts located at Novo Nordisk North America Affiliate sites. Also interacts with Managed Services providers, regularly representing C&CI and North America customers as needed.


Partner with members of the Global IT Operations organization to ensure alignment with IT services provided in other regions. Working member of Agile team in Cloud and Corporate Infrastructure.


Essential Functions

  • Single point of contact for North America customers regarding Cloud and Corporate Infrastructure hosting services, (Maintenance, incidents, changes and requests)
  • Encourages information sharing, team-based resolutions, cross-training, across IT to ensure collaboration, effectiveness, efficiency, and service excellence
  • Work to continuously improve the service request and delivery processes for C&CI delivered infrastructure services
  • Maintain customer relationships and improve response and delivery times on C&CI delivered cloud services
  • Maintain close awareness of service partner performance, and monitor to assess against service level agreements, contractual obligations, and business satisfaction
  • Drive hot topics follow-up from weekly service partner standup meetings and corrective actions as needed
  • Active contributing member of an Agile Product Team
  • Attend Novo Nordisk/service partner governance meetings as required
  • Represent SarbOx controls at internal GIA audits
  • Communicate and coordinate information regarding maintenance windows, major outages, and other significant events
  • Assist in resolving any escalated service issues and customer complaints
  • Conduct feedback sessions with customers to identify areas for improvement with processes or operating model
  • Ability to understand customer requirements and introduce them into the Agile intake process
  • Create and present regular performance reports to management
  • Represent C&CI infrastructure hosting services in project team meetings
  • Integrate multi-sourced IT capabilities as seamless offerings to customers
  • Fosters working relationships with line of business, IT leaders, vendors and colleagues focused on effective and efficient IT Service Management
  • Encourages information sharing, team-based resolutions, and process improvement to ensure service excellence


Physical Requirements

0-10% overnight travel required; May require international travel.



  • Bachelor’s Degree or equivalent experience in Information Technology role required
  • Minimum of 6 years in supporting IT services and external service providers in the Pharmaceutical Industry required
  • ITIL V3, V4 certification preferred
  • Strong working knowledge of ServiceNow preferred
  • Strong working knowledge of creation and administration of Service Catalogs
  • Working knowledge of SAFe Agile methodology required
  • Ability to work in a complex environment with internal and external supported services
  • Working knowledge of server virtualization required
  • Working knowledge of LAN/WAN networking required
  • Working knowledge of public cloud (AWS, Azure) services & cost management principles
  • Excellent interpersonal and customer service skills
  • Strong working knowledge of industry best practices and service delivery standards required
  • Strong documentation skills required
  • Strong presentation skills required
  • Proven leadership ability and a team player
  • Excellent communication skills, both written and verbal
  • Detail oriented, with ability to analyze trends and take appropriate action as needed
  • Excellent organizational and problem-solving skills
  • Experience with leading continuous improvement and feedback loop initiatives
  • Strong working knowledge of applications including Office 365, SharePoint, Yammer, Azure DevOps, ServiceNow


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.


Novo Nordisk is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by local, state or federal laws, rules or regulations.


Novo Nordisk requires all new hires to be fully vaccinated against COVID-19 prior to the first date of employment. As required by applicable law, Novo Nordisk will consider requests for reasonable accommodation.


If you are interested in applying to Novo Nordisk and need special assistance or an accommodation to apply, please call us at 1-855-411-5290. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.