IS Sr. Director, End User Services in Kalamazoo, MI at Stryker Corporation

Date Posted: 6/27/2018

Job Snapshot

Job Description

"Position summary: The IS Sr. Director, End User Services will be responsible for a multi-year global program to rationalize and stabilize the end user services, track projects, issues and execution on a day to day basis. The role is global in nature and the candidate will be executing according to our approved AOP within each of those regions. This person will have day to day accountabilities in the following areas; Creating, Influencing and Managing the Corrective Action Programs and Projects across all regions and environments. The candidate will work directly with the leads across Operations, in the areas of End User Services, Network Services, Data Center / Infrastructure Services, in leading all areas of the stabilization and consolidation programs.  As The IS Sr. Director, End User Services with one of the largest and fastest growing medical device company, you will be a part of a high performing, dynamic team with a passion for delivering superior quality. In this role, you will be accountable for enabling reliability, availability, and performance across the global service desk, client engineering, and the collaboration services. This will be accomplished by consulting with IS service owners, application owners and our wide variety of cross-functional infrastructure teams to optimize IS Service Delivery. Your efforts will enable positive business results by ensuring world-class application performance. This broad role will deliver experience in managing infrastructure related projects. This experience will include projects that deal with server infrastructure (physical & virtual), storage, networking, middleware, etc. Previous data center migration is a strong plus. In addition, the Sr. Director will be responsible for developing and leading a global high performing team while partnering with key stakeholders in both the business and technology functions across the company. The technology operations function currently supports a diverse platform which is moving towards a consolidated strategy as  part of the overall IS roadmap. Essential duties & responsibilities: (detailed description)

  • Involved in the definition, management, and implementation of infrastructure projects in Stryker’s Infrastructure and operations space.

  • Quickly and effectively mitigate business impacting operational deficiencies, while introducing new processes and controls to eliminate repetitive defects.

  • Focuses on the customer experience of delivering IT services to Stryker

  • Leading Technology generalists that interface with internal Stryker IS as well business clients

  • Align technology solutions with business strategies, working primarily with senior management

  • Proactively identify opportunities, conduct analyses, needs assessments, cost/benefit assessments and broker other IS services

  • Lead large, complex projects to achieve key business objective

  • Direct cross-functional and/or cross-segment teams

  • Predict emerging customer needs and develops innovative solutions to meet them

  • Participate in the development of business strategy in Stryker's commercialization space

  • Develop and manages business plans to achieve objectives

  • Solve unique and complex problems with broad impact on the business and or clients

  • Translate highly complex concepts in ways that can be understood by a variety of audiences

  • Manage service delivery of end user services via a global team of service providers.

  • Manage a team of 70+ global technical employees and project leaders in the execution of the global operations function.

  • Manage a global matrix function of 120+ outsourced consultants aligned to the operation of Stryker and responsive to our mutual success.

  • Work through a managed service provider to continue to provide superior services to Stryker

  • Report Daily, Weekly and Monthly KPI’s on delivery of end user services

  • Coach, mentor, motivate and supervise a high performing team and strategic sourced partner resources, and influence them to take positive action and drive accountability for their assigned work.

  • Manage the business of IS. Analyze the overall operation spend to appropriately forecast and plan for future transformation investments. Work directly with VP of Global Infrastructure to establish a budget for global operational transformation programs and ensure adherence to the goals through cost control

,Education & special trainings:

  • Bachelor's Degree in Computer Science / related field required

  • MBA/advanced technical degree is strongly preferre

  • Min. 15 years of IT experience in roles of increasing complexity.

  • 18+ years of professional experience

  • Experience with Six Sigma, ITIL or other similar process methodologies is required.

Qualifications & experience:

  • Functional Skills

    • End User Services depth is required as is an understanding of the technology behind the effective delivery of a global services desk, deskside services, Desktop Engineering, and service management. How to support an outsource service delivery model.

    • Proven project management skills.

    • Knowledge of ITIL framework driving a service management oriented approach to IS is required.

    • Expertise and previous experience in driving off-shoring and outsourcing relationships is also required as the successful candidate will continue to evolve Stryker’s current operations environments with key strategic sourcing partners.

    •  Strong process and best practice methodology and portfolio management skills are required.

    • Large, global company experience ideally gained in a fast paced, evolving environment is highly desired. An understanding of the multi-channel, diversified consumer & manufacturing company would be ideal .

    • Recognizing the manufacturing and supply chain complexity of the business, this leader will ideally have the experience in a consumer products or industrial company setting. Operational experience supporting a multi-channel, complex supply chain environment would be additive.

    • A proven track record of leading significant change and transformation is required. Expertise and previous experience in leveraging an outsourced model is also required as the successful candidate will work closely with outsourced partners supporting the company’s development, maintenace, and infrastructure efforts.

    • Foundational experiene gained in a well managed, process oriented, and financial metric driven company is preferred.

Physical & mental requirements:

  • A driven, results-oriented leader. The successful candidate must possess the blend of confidence and humility while instituting metrics and driving accountability across the organization.

  • A driver of change, anticipating the future of the business is expected. The successful candidate must build credibility within the organization at all levels to mobilize teams and lead them in new directions.

  • Strong collaboration and influencing 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.

  • Excellent communication skills.

  • A proven team builder. The successful candidate must have a track record of building highly effective teams in transformation environments.

  • Succession potential is required. The successful candidate must have the potential to be viewed as a succession candidate to the Global IS Operations Tower Leaders as well as within the global IS organization.


  • Be business leaders with IS accountability

  • Know and actively support the operating model

  •  maintaining quality and a proper balance between process and product deliverables

  • Make information decisions in the best interest of Stryker and create an IS model aligned to the business model

  • Provide focus and priority, but embrace the mindset of continued challenge, stretch, and  improvement

  • Openly support and take action to implement  project direction, decisions, and priorities

  • Be accountable for the IS global organization

  • Be externally focused

  • Keep all IS team members and business partners informed regarding direction, expectations, and issues, and report progress using meaningful metrics that reflect reality and drive behavior

  • Trust others, be trustworthy

  • Demonstrate common purpose by promoting common goals, seeking understanding, alignment and commitment to the team and others


Work From Home: No

Travel Percentage: None

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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