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Lead, Services Performance Management in Gurugram at Stryker Corporation

Date Posted: 2/23/2019

Job Snapshot

Job Description

Essential duties & responsibilities: (detailed description)

•         Execute ITIL Service Performance Management.

•         Monitor Service Level Agreements across multiple business divisions across the Managed Services.

•         Monitor, analyze and report on trends, make recommendations for improvement, and track ongoing progress.

•         Develop services performance metrics, surveys, and scorecards aligned with organization priorities.

•         Work in partnership with category leads to integrate performance data into category strategies for relevant categories and suppliers.

•         Facilitates Surveys and Scorecards to track preferred service performance, KPIs/SLAs, risk issues and more.

•         Assists in facilitating Quarterly Business Reviews with Executives, Supplier Account Teams, Strategic Sourcing Leadership and all relevant stakeholders.

•         As needed, act as the liaison between Risk Stakeholders, Sourcing, and others for the socialization and resolution of key supplier risk or performance issues.

•         Partner with key Supplier Governance staff to explore synergies in supplier oversight and find innovative solutions to elevate strategic value of supplier relationships. 

Education & special trainings:

•         Bachelor’s degree

•         MBA in Operations/Finance is desired.

•         ITIL certifications

•         Service-now and Power BI experience

Qualifications & experience:

•         6-10 years of professional work experience in IT/IS/ITES

•         Extensive knowledge of ITIL and SIAM and IT Service Operations.

•         A basic understanding of the IS supplier marketplace with focus on indirect suppliers.

•         Familiarity with Procurement/Sourcing processes and methodology.

•         Strong written, oral and presentation skills and an ability to synthesize information and make clear, concise recommendations on course of action.

•         Knowledgeable about contract terms and conditions, SLAs, Supplier KPIs, and more.

•         Strong project management skills and ability to influence at a senior management level both internally and externally.

•         Superior analytical, statistical, problem solving, and relationship management skills.

•         Strong organizational and presentation skills, including an advanced understanding of Microsoft Excel and SharePoint.

Work From Home: No

Travel Percentage: Up to 25%

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