IS Snr Manager, Service Delivery Lead – Hosting Services in Limerick at Stryker Corporation

Date Posted: 9/26/2019

Job Snapshot

Job Description

The IS Service Delivery Lead, Hosting Services, ensures services and service levels for outsourced services/functions are achieved, maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the Supplier are minimized

Essential duties & responsibilities: (detailed description)

Operations Management

  • Responsible for the coordination and delivery of customer facing global data center environment including uptime, monitoring, performance, reliability, availability, capacity, latency in a 24x7 global manufacturing environment.
  • Improves reliability and efficiency through automation and operational improvements including deployment, provisioning, monitoring, performance measurement tools etc.
  • Mentors and directs direct and indirect employees to ensure long-term effectiveness and growth.  Acts as an agent of positive change to encourages technical and process leadership.
  • Ability to work with ambiguity and provide leadership for the team, be able to prioritize, manage risks, evaluate tradeoffs and then make decisions to move forward

Relationship Management

  • Develop and maintain relationships across peer groups, service providers, Business Partners and business users to ensure issues are resolved quickly and without escalation, utilizing teams and resources where necessary.

Autonomy

  • Works under broad direction. Work is often self-initiated. Is fully accountable for meeting allocated technical and/or project/supervisory objectives. Establishes milestones and has a significant role in the delegation of responsibilities.

Influence

  • Influences organization, clients, suppliers, partners and peers on the contribution of own specialism. Builds appropriate and effective business relationships. Makes decisions which impact the success of assigned projects i.e. results, deadlines and budget. Has significant influence over the allocation and management of resources appropriate to given assignments.

Service Level Management

  • Ensures that service delivery meets agreed service levels. Creates and maintains a catalogue of available services. In consultation with the client negotiates service level requirements and agrees service levels. Diagnoses service delivery problems and initiates actions to maintain or improve levels of service. Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.

Client Service Management

  • Carries out day-to-day management of the client services function. Defines service levels for client services staff and monitors performance. Takes responsibility for specification, agreement and application of client services standards and for the resolution of clients’ service problems

Supplier Relationship Management

  • Maintains a broad understanding of the commercial IT environment, how the organization sources, deploys and manages external partners and when it is appropriate to use in-house resources. Develops and manages contracts with suppliers to meet key performance indicators and agreed targets, taking account of information security of third parties. Is responsible for the liaison between the organization and designated supplier(s). Carries out benchmarking and makes use of supplier performance data to ensure that supplier performance is properly monitored and regularly reviewed. Is responsible for the management and implementation of supplier service improvement actions and programs. May be responsible for managing a discrete IT function or service in a multi-supplier environment.

Capacity Management

  • Drafts and maintains policy, standards and procedures for service component capacity management. Ensures the correct implementation of standards and procedures. Reviews information in conjunction with service level agreements to identify any capacity issues and specifies any required changes. Works with business users to agree and implement short and medium term modifications to demand

Education & special trainings:

  • Bachelor’s degree in Computer Science, Information Technology or the equivalent required
  • ITIL Professional certification

Qualifications & experience:

Experience

  • 5+ 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, influencing management and stakeholders; medical device or other regulated industry preferred
  • Demonstrated experiencing of managing a global mission critical data center environment
  • Experience and demonstrated understanding of supporting enterprise level hypervisor and OS environments across x86 and non-x86 workloads
  • Cultural awareness and proven record of working in a global environment
  • Working knowledge of cloud technologies such as Microsoft Azure, AWS and Google cloud
  • Demonstrated experience in ITIL-based Service Management role, preferably Incident Management and/or Service Level Management preferred
  • Demonstrated work experience provider management role in an outsourcing environment.

Physical & mental requirements:

  • A proven team builder. He/she must be dedicated to recruiting and retaining quality individuals to help build a bench of IT talent for the corporation. The successful candidate must have a track record of building highly effective teams in transformation environments.
  • Driven and results-oriented. He/she will be required to drive results and integrate effectively into the culture. The successful candidate must possess the blend of confidence and humility while instituting metrics and driving accountability across the organization.
  • Strong collaboration skills are required. The successful candidate must have the ability to persuade and build consensus cross-functionally as an evangelist in a team oriented fashion. He/she must be able to inspire and motivate the organization as the transformation activities continue across IS and within the business.
  • Excellent communication skills. Communication across the enterprise will be important as this leader will often be tasked with leading cross-functional teams as he/she executes these large scale programs and projects. The successful candidate must effectively communicate cross-functionally and at a variety of levels within the organization.
  • Organization & Strategic Agility. The successful candidate must have a high degree of situational awareness and ability to navigate complex issues and channels to successfully deliver solutions in partnership with business and IT leadership teams. 
  • High Energy & Stamina. Proven capabilities in persevering through cultural and political hurdles with balanced optimism to drive and deliver on managed service strategies / objectives.
  • Situational Awareness. Must have the ability to sense and adapt to situations and/or changes in direction with calm, poise and professionalism.

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Work From Home: No

Travel Percentage: 30%

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