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IS Sr. Manager, Service Delivery, End User Service Management in Allendale, NJ at Stryker Corporation

Date Posted: 1/9/2019

Job Snapshot

Job Description

The Sr. Manager of End User Service Management owns and runs a framework of processes and systems that integrate the End User Service environment and technical landscape.  This includes the ServiceNow platform, chat, knowledge, asset, software license, quality, customer satisfaction and continuous improvement processes.

This Sr. Manager will design, implement and operate processes and tools to drive efficiency and enhance the user experience.  The successful candidate will help to foster a strong user feedback culture via bi-directional conversation, implement measurements to assess success in terms of positive business outcomes and mature the Stryker user experience mindset. This will be accomplished by partnering with all End User Services technology and service leads, various members across the global Stryker Information Services (IS )organization (e.g. Business Partners and Service Owners) and interfacing with customers across the Stryker enterprise. This is a terrific opportunity to lead a large, diverse virtual team comprised of internal and external Stryker IS team members.

Essential Duties & Responsibilities:

  • Responsible for status reporting (Monthly reports, ad-hoc updates, daily updates on critical items) and driving required action plans.
  • Responsible for estimation, planning and execution of communications-centric programs and in support of other initiatives.
  • Run the ServiceNow platform including all changes, releases and upgrades.
  • Partner with the Business to manage demand and future requirements for new models and changes to the ServiceNow Platform.
  • Run the Asset, Knowledge, and Software License Mgmt. Processes and operations.
  • Communicate and build trustful, productive relationships with all levels of the organization as well as with other IS teams and vendors
  • Lead research, making recommendations on improving our service model and integrated tool set.
  • Own the customer satisfaction survey process and champions user experience improvements across key stakeholder areas including End user support, Applications and infrastructure areas.
  • Assist IT teams in evaluating ease-of-use and user interface improvements across key platforms/systems.
  • Partner with IT communications and training teams to drive user adoption for key IT initiatives.
  • Partner with key business stakeholders at all levels as needed and ensure customer satisfaction.

Education & Special Training:

  • Bachelor's degree in Computer Science or equivalent education required.
  • ITIL certification strongly desired.

Required Qualifications & Experience:

  • Experience leading or delivering IS based services.  
  • Experience in leading global, complex programs and projects (including financials, governance, team engagement, Org Change Management, executive communications).
  • Experience in driving process discipline, establishing frameworks for end to end delivery of services.
  • Cross Group Collaboration, Strong Communication Skills and Relationship Management.
  • Deep understanding of IT Service Management processes and tools, specifically ServiceNow.
  • Experience in global environment, Life Sciences, Converged networking, and Project Management strongly preferred.

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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