IS Deskside Services Manager in Gurugram at Stryker Corporation

Date Posted: 11/15/2019

Job Snapshot

Job Description

Seeking a passionate leader of self, people & process, and organization with the following attributes:

Detail-oriented process improvers. Critical thinkers who naturally see opportunities to develop and optimize work processes – finding ways to simplify, standardize and automate.

Insightful advisors. Managers who lead strategy development, validation and data collection to facilitate continual improvement. 

Analytical problem solvers. People who go beyond just fixing to identify root causes, evaluate optimal solutions, and recommend comprehensive upgrades to prevent future issues.

Goal-oriented developers. Keeping the customer and requirements squarely in focus, people who deliver safe and robust solutions. Champions talent development.  A manager who focuses on maximizing the ability, potential and contributions of themselves and others.   Fosters an environment where people can excel through developing, coaching and rewarding performance.

Delivers results.  A driven player/coach who sets high goals for personal achievement and organizational success.  He/she measures success against the best internal and external benchmarks.

What you will do

  • Responsible for the management of a regional End User Services organization for India, including both SGTC and SIPL entities. Participate to building an End User Services organization to ensure that all employees across Stryker India receive best in class services in line with business requirements, globally standardized SLAs, processes and procedures.
  • 10+ years’ experience in team management (IT or Customer Service organization
  • Bachelor’s degree (B.S. or B.A.) or equivalent in Business or IT preferred
  • Strong customer service background / orientation
  • International experience and exposure working in/with multicultural, international teams/customers and organizations preferred
  • Knowledge of ITIL standard and processes preferred
  • Ability to understand and analyze financial data e.g. costs, budgets, expenses
  • Proven experience managing people/teams across multiple locations
  • Excellent communication, organizational, project and personnel management skills in a disbursed/distributed organization with regionalized and/or globalized reporting relationships
  • Versatility, flexibility, and a willingness to work within fast paced environments with enthusiasm
  • Manufacturing and Distribution experience preferred
  • Demonstrated knowledge with computer systems validation, SOX, ISO, FDA, and 21 CFR part 11 regulations.
     

    What you need

  • Lead manage an IT End User Services organization within the India geographical region.
  • Responsible for high quality of service delivery across regulated manufacturing, distribution and sales organization
  • Partner with other End User Services leaders within the region as well as with peers to develop standard operating procedures, leverage best practices and implement global service initiatives
  • Manage India IT infra that includes End user devices, Network, Server room, Conference rooms.
  • Deployment of standard end user solutions and systems as defined in collaboration with other parts of the IT organization; including client operating systems, VDI, incident management tools and asset management
  • Operate IT ServiceDesk within country/region as a single point of contact (SPOC) to escalate all IT related incident or request
  • Responsible for the execution of the global IT End User Services offerings related to M&A activity
  • Coordinate and lead regular service reviews with IT team and business stakeholders
  • Responsible for communication and training within his/her team
  • Facilitate a continuous improvement program to ensure that support teams are always providing the best service possible
  • Build relationships with key stakeholders including current IT Leaders, the global IT Service Manager and all IT End User Services personal within region of responsibility
  • Formulate and justify resource needs
  • Standardization of processes and tools in line with the Global IT Service Manager
  • Migration of key modules of a standard service management tool completed in close collaboration with the global IT Service Manager
  • Report on agreed metrics and in line with available tools and services

Work From Home: Not available

Travel Percentage: 10%

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