Global IT Service Manager

BENJAMIN RIVERA

Sandy Springs, Georgia ***** • 609-***-****

**********@*****.*** • linkedin.com/in/benjamin-rivera-4135b371

Global IT service management with 8+ years of work experience leading team in operational excellence. Directly managing different types of IT projects like application portfolio rationalization. Leading cross functional teams in the design and integration of leading edge business application solutions. Executing technology programs to protect company data, streamline operations, drive innovation, and advance business strategy. Excellent communicator and collaborator. Seasoned team builder with extensive experience acquiring, training, and developing leaders and fostering cultures of excellence. Key operational skills are:

Business Analysis Budget Management ITIL Processes Project Management Team Building Service Definition & Governance Application Rationalization Global Solutions Strategic Technology Planning Regulatory Compliance (GxP) Cloud Computing Vendor Management Risk mitigation planning Customer Center of Excellence Release Management Disaster Recovery Service Delivery

- EXPERIENCE -

Novartis East Hanover, NJ – Global Service Owner (07/2017) – 06/2021)

Developed strategic plans to improve and maintain the integrity of applications portfolio for the supported business areas. (Leads decisions to add, freeze, modify or discontinue the service or services within the operation tower.)

Collaborated with internal teams in the function of identifying key strategic initiatives to optimize IT costs, achieve license compliance and maintain customer satisfaction. This effort led to the saving $8 million dollars in license agreement contracts.

Led the effort of rationalization and standardization of applications portfolio that drove a cost saving of $3 million.

Overseen the execution of key operational processes for the service such as: financial reporting and budgeting planning, hiring and location strategy, team development and communications, etc. to ensure smooth running of the service operation and achievement of operational targets.

Directed global teams in the implementation and management of a 3rd party global communication system, a solution that supported more than 100K users in the organization. The solution provided the flexibility and simplification of customized communication workflows.

Implemented and drove adoption of key applications (Adobe, GroupID, Nitro, Autodesk, Java, .NET, etc.)

Fostered and developed execution of a long-term growth strategy for abroad IT operations in Europe

Fostered an environment where team members felt engaged and motivated to perform at a higher level.

Novartis East Hanover, NJ – IT Service Manager (06/2013) - (05/2017)

Responsible for the management of 100+ SaaS apps global customers.

Managed reduction of $1 million in cost by consolidating technology solutions in the sales/marketing, development, architecture/engineering, and manufacturing platforms.

Managed vendor-based resources supporting application management services

Owned and managed overall software solution for creativity in desktop and mobile apps platform for services such as photography, video design and web services.

Ensure adherence to qualification guidelines to support and maintain GXP applications and platforms.

Collaborated with the Sourcing Organization on supplier management and reviewed/approved key contracts with external service providers, as needed.

Responsible for proper cost management and resource allocation for the service(s).

Initiated change management and manage release process on supported application.

Novartis East Hanover, NJ - Service Operation Expert (03/2009) - (02/2013)

Managed vendor-based resources supporting application management

Manage and coordinated lifecycle activities on global infrastructure managed applications

Responsible that all supporting components of the service, including any associated SLAs, OLAs and UCs are aligned and managed as an integrated service.

Responsible for the overall continuous improvement, cost reduction and performance of the services.

Periodically monitored and reviewed performance against the SLA/OLA service and/or portfolio.

Established/Updated/Approved the Service Application Catalogue integration, as needed.

Collect, analyse, and report SLA and KPI data) to drive application stability, reduce downtime and improve availability.

Novartis East Hanover, NJ - Sr. Technologist, Systems Support (05/2005) - (03/2009)

Serving as a primary escalation contact point for America Regional Offices. High level of support to Executive Directors, VPs, and Regional Directors.

Served as 3rd level global operation supporting over 150K clients worldwide.

Supported diverse of global applications.

Partake in special team performing major infrastructure rollouts in Asia-Pacific region.

Collect, analyze and report SLA and KPI data) to drive application stability and usability

- EDUCATION -

A.A. Associates in Arts – Hudson County Community College, Jersey City, NJ 2018 - Present

B.Sc. Organizational Leadership – Nyack College, New York, NY 2014

Diploma Computer / Electronic Technician - Dover Business College 1996

A.S. Electronics Engineering - Puerto Rico Technological Institute 1986

- CERTIFICATION -

ITIL Foundation Certification Version 3

Managing Projects

NSE 1 Network Security Associate

NSE 2 Endpoint Security

NSE 2 Firewall

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