IS Senior Service Lead, Finance in Portage, MI at Stryker Corporation

Date Posted: 10/12/2018

Job Snapshot

Job Description

IS Senior Service Lead, Finance overview:

Stryker's Information Services (IS) Senior Service Lead will ensure service excellence across various IS services with focus on our Finance teams.  The role includes involvement in service design activities during projects (i.e., create/evolve stages), ensuring adherence to best SDLC/ALM practices, establishing a robust governance model (i.e., data policies, vendor management, KPIs, SLAs, etc.), achieving full compliance with operational and quality management procedures, and executing routine reviews with business service owners and/or stakeholders.  Success is determined by achieving KPI targets in the areas of service availability, quality, performance, efficiency/cost, and customer satisfaction.

The scope of this position within the role targets services to Stryker’s internal business in the areas of Finance.  In addition to responsibilities and requirements outlined below, the candidate should have experience working in and/or supporting services facilitating business operations in Finance.

Essential Duties & Responsibilities:

Operations

  • Ensure excellence in process execution across all operational processes (e.g., incident, problem, change, request, configuration, etc.) related to the service.
  • Continuously improve the customer experience by maturing operations through automation, self-service, and shift-left approaches.
  • Track licensing, users, and usage levels to ensure continuous compliance with contractual agreements and efficient use of the service according to funded usage levels.
  • Ensure monitoring of services and related aspects of the service offering (e.g., support procedures) is in place to proactively identify and remediate issues and achieve delivery of service excellence.
  • Solicit and monitor customer feedback and respond with actions that drive continuous improvement.
  • Ensure documentation that is relevant to the service is maintained in a meaningful and accessible manner.  This includes system documentation, requirements and test scripts, knowledge articles, and configuration and organizational information, emergency contacts / call lists, etc.

Governance

  • Monitor vendor performance against agreed expectations (i.e., contract).
  • Quarterly vendor meetings to review expectations and performance.
  • Lead efforts to rebuff contracts with adjusted expectations as appropriate.
  • Establish and monitor service KPIs.  Publish metrics to IS leadership and service stakeholders. 
  • Review performance, issues, roadmap, and other relevant details on a routine (quarterly at minimum) basis.
  • Maintain knowledge of IT General Controls of relevant service areas.
  • Support ISRC on Internal and External Statutory IS Audit Programs.

Project Intervention

  • Maintain awareness of pending and active projects that may or will impact the HR/Finance team or services.
  • Champion service and support preparation and initialization in projects.  Push for quick adoption of project execution strategies that produce highly maintainable services with low TCO.  This includes:
    • Ensuring a robust SDLC is followed (see SDLC)
    • Critical documentation is made available, maintained, and made accessible to pertinent audiences
    • Support and maintenance tools and resources are budgeted and provisioned/acquired
    • A priority is placed on targeting self-service and service desk as fulfillment options for support activities where possible
    • Routine maintenance activities are minimized or automated
  • Ensure effective build-to-run transition with a focused customer experience centered approach to the service design and delivery.

SDLC

  • Ensure requirements and test scripts are clearly documented in clear, meaningful language, well organized for continuous maintenance for the life of the service, and accessible by relevant support resources.
  • Ensure source code and other solution artifacts are stored in a versioned repository.
  • Ensure design and code reviews are executed to confirm adherence to quality standards.
  • Ensure due consideration is given to implement automated build, deployment, and test activities.  Where automation is not tenable, ensure justification is documented with any plans and timelines to remediate.

Education & Special Trainings:

  • Bachelor's Degree from an accredited university in the areas of Computer Science, Engineering, Information Systems, Business, or equivalent field of study required. 
  • ITIL Foundations v3 certification preferred.

Qualifications & Experience:

  • At least 7 years of experience in the field or in a related area required.
  • Strong communication and relationship skills.
  • Demonstrated ability to lead through influence.
  • Demonstrated ability to manage and execute competing priorities in a fast-paced environment.
  • Strong critical thinking / problem solving skills.
  • Demonstrated experience leading service operations and service delivery (build) teams.  Experience with one or more implementations of the Agile methodology and DevOps practices preferred.

Physical & Mental Requirements:

  • Works independently without supervision.
  • Strong team player.
  • Ability to lead on-shore and off-shore technical teams comprised of in-house as well as vendor sourced resources in a matrixed organization.
  • Ability to work with multiple product vendors to resolve support issues in a time and cost-effective manner.
  • Works effectively with cross-departmental teams. 
  • Excellent oral and written communication skills.
  • Ability to facilitate detailed technical and business discussions across the team to derive solutions.
  • Ability to present highlights, risks and value-add to senior management in a succinct manner.
  • Ability to self-direct work efforts, meet deadlines, and produce consistent high-quality work.         

Work From Home: No

Travel Percentage: Up to 25%

Stryker Corporation 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, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.

Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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