Director, Service Delivery, SAP - 31583BR - EN in Portage, MI at Stryker Corporation

Date Posted: 6/12/2018

Job Snapshot

Job Description

The role of the Director, Service Delivery, SAP is to ensure the value is achieved as anticipated form the outsourced relationships under management and the overall services are delivered as expressed in the Statement of Work and related exhibits, service levels for outsourced services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the Supplier are minimized.

This role will monitor compliance of the Supplier against Service Level Agreements (SLA) across all outsourced Services across SAP platforms to include: performing regular performance reviews, monitoring service level and service management issues, and developing new/amended SLAs and metrics. This global role will oversee 10 platforms initially as it continues to expand over the next couple of years and will have four Sr. Manager direct reports.

The individual in this position will oversee planning and forecasting of outsourced service consumption, quality of service across services and ensuring client satisfaction with the IT services delivered. This position is responsible for ensuring the highest level of service quality, closely partnering with Service Managers, Service Integration Manager, "ITIL Service Management" process owners and managers, Corporate IT, Architects and other stakeholders to guarantee compliance with strategy, policies and standards for the entire lifecycle of the services delivered.
  • IT Management - Identifies and manages resources needed for the planning, development and delivery of specified information and communications systems services (including data, voice, text, audio and images). Influences senior level customers and project teams through change management initiatives, ensuring that the infrastructure is managed to provide agreed levels of service and data integrity. Takes full responsibility for budgeting, estimating, planning and objective setting. Plans and manages implementation of processes and procedures, tools and techniques for monitoring and managing the performance of automated systems and services, in respect of their contribution to business performance and benefits to the business, where the measure of success depends on achieving clearly stated business/financial goals and performance targets. Monitors performance and takes corrective action where necessary.
  • Service Level Management - Ensures that a catalogue of available services is created and maintained and that service level agreements are complete and cost effective. Ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented. Ensures that operational methods, procedures, facilities and tools are established, reviewed and maintained. Negotiates with relevant parties in respect of disruptions and major amendments to the provision of services. Reviews service delivery to ensure that agreed targets are met and prepares proposals to meet forecast changes in the level or type of service.
  • Stakeholder Relationship Management - Supports business change, acting as a single point of contact for senior stakeholders, facilitating relationships between them. Ensures that stakeholders understand available IT services, and promotes financial and commercial awareness in order to deliver value-for-money. Conducts analysis of demand for services and influences stakeholders to ensure that the necessary investments are made to deliver required services. Negotiates at senior level on technical and commercial issues, to ensure that customers, suppliers and other stakeholders understand and agree what will meet their needs, and that appropriate service level agreements are defined. Oversees monitoring of relationships including lessons learned and appropriate feedback. Initiates improvement in services, products and systems.
  • Capacity Management -Develops policy and strategies to ensure all the performance measures of IT services meet the needs of the business and performs to any service requirements or service level agreements which may be in place. Carries out forecasts on capacity over the organization's planning or budgeting cycle. Ensures that the policies and standards for capacity management are fit for purpose, current and are correctly implemented. Reviews new business proposals and provides specialist advice on capacity and demand issues.
  • Autonomy - Has defined authority and responsibility for a significant area of work, including technical, financial and quality aspects. Establishes organizational objectives and delegates responsibilities. Is accountable for actions and decisions taken by self and subordinates.
  • Influence - Influences policy formation on the contribution of own specialism to business objectives. Influences a significant part of own organization. Develops influential relationships with internal and external clients/suppliers/partners at senior management level, including industry leaders. Makes decisions which impact the work of employing organizations, achievement of organizational objectives and financial performance.

Job Requirements

  • Bachelor’s degree in Computer Science, Information Technology or the equivalent required
  • Master’s degree in Computer Science or Information Technology from an accredited college or university and six (6) years of Information Technology and business/industry experience
  • 10+ years in a leadership role including experience leading a team, setting priorities and plans to meet business goals and objectives
  • 5+ years of leadership responsibility managing midsize to large teams, influencing senior-level management and stakeholders; medical device or other regulated industry preferred
  • Experience and demonstrated understanding of multiple functional areas within SAP S4 Hana to include RTR, FTS, OTC, & PTP. Also needs to demonstrate clear understanding of integration with SAP PI/PO and how SAP is connected within the existing Stryker system ecosystem.
  • Demonstrated experience in Provider and sourcing Management, experience in ITIL-based Service Management role, preferably Service Level Management.

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