The Cluster Head Facility Service Operations provides overall leadership, governance, controls and performance management for a comprehensive integrated facility management (IFM) program.
She / he is responsible for the overall building, facility, infrastructure and site service operations across all Novartis Divisions within the cluster countries.
She / he will be responsible for building and managing relationships with NVS strategic facility supply partner(s) that supply services to, and on behalf of, REFS (cluster FM contractual arrangements) and work within the REFS governance structure to ensure that the facility partner(s) meet or exceed their contractual obligations by delivering quality products and services across the cluster.
He / she will contribute to the success of REFS, by helping to drive year on year service and customer satisfaction improvements;
financial management, transparency and operational improvements within their cluster through increased efficiency and productivity, and will leverage internal and supplier relationships to support innovation and continuous improvement initiatives that enhance the services and optimize cost to drive value for Novartis.
He / she will work collaboratively across REFS services lines, with NVS businesses and their strategic facility partner(s), as well as the other Cluster and Regional Heads to share best practices and drive consistency across the portfolios.
Conceptualize, develop, and implement innovative short and long term business strategies targeted at Facilities Service to improve governance, quality, productivity, performance and cost efficiency
Sustain optimal integrated facility management (IFM) business model for facility service and manages and governs third party IFM program
Acts as a role model for disciplined, consistent and appropriate use of processes and procedures
Provide leadership and motivate organization regarding Facility Service and resource optimization / utilization / expenditures
Proactively engages with other external professionals (e.g. appointed partner organization) and creates a strong network outside the organization.
Uses formal and informal authority to gain buy-in. Knows how to use power and influence to drive priorities
Implementation and Operations
Translates the business strategy into cluster operational plans including site facility and operational business continuity / contingency planning
Manages the performance of the strategic facility partner(s) service delivery
Receives through the Country / Cluster REFS Heads for NTO and Commercial, service delivery issues and insights on business needs relating to organizational, building / infrastructure operational and equipment, and recommends and ensures execution of corrective actions and continuous improvement initiatives in conjunction with the strategic facility partner organisation
Supports monthly governance and performance meetings REFS and Facility Partner to validate scorecards, provide direction around facility services to facilitate the development of a REFS division / cluster / country strategy and feed into portfolio management process
Partners with peers across region
Seeks opportunities to use and deploy digital and technology solutions to meet challenges, improves performance and systematically advances the application of digital and technology solutions in alignment with Novartis IT and the appointed partner across the region
Drives strategic operational planning and provides justification for budgets, staffing, contract service, resource allocation, asset replenishment (capital / expense)
Manages facility partner performance and contract compliance
Monitors facilities partner operational performance metrics; tracking, analysing and reporting performance in terms of quality, safety, cost, and customer satisfaction.
Takes corrective action to bring about required change and ensure contract requirements have been executed at a level above the specified standards
Manages safety and compliance (GXP, FDA, USDA, AAALAC, OSHA, SOX, POP) including company policies and procedures. Advocates and enforces applicable Novartis standards, policies, procedures, and best practices in the implementation and / or Service of facilities and services
Owns and manages cluster annual FM budget operating under Novartis budgetary guidelines and provides strategic planning justification for staffing, contracting, resource allocation, asset replenishment (capital / expense) and energy procurement
Is accountable to meet compliance with Novartis Quality standards for all operations that are conducted or outsourced by REFS
Provides direction with regards to areas for quality measurement and develops and implements key metrics (KPI’s) interpreting the direction from senior management.
Recognizes when adjustments to partner arrangements may be required for the benefit of the end customer and / or REFS and can successfully action as required
Actively builds relationships with suppliers, understanding their strategy and seeing how they may or may not be a fit for the future needs of REFS and / or Novartis.
Role models a leadership style which is inclusive, proactive, respectful, results driven, change agile and demonstrates innovation / creativity with a strong customer service focus
Coaches and mentors team members with regards t