Service Delivery Lead, Cross Functional in Kalamazoo, MI at Stryker Corporation

Date Posted: 9/28/2018

Job Snapshot

Job Description

Service Delivery Lead, Cross Functional Summary:

The Service Delivery Lead, Cross Functional ensures synergy and collaboration between all function. The Service Delivery Lead is responsible for cross functional problem management and issue resolutions and acts as an interface between Supplier and business units (GIO) along with other service delivery leads in functional towers.

The Service Delivery Lead identifies ongoing issues and takes ownership and enforces effective problem management processes.  The Service Delivery Lead works to understand the overall business process flows, identifies the systems in the end to end process follows, and its corresponding functional tower. This role leads collaboration with service delivery leads, identifies the issues, and drives the resolution within given timeline.

Additionally, the Service Delivery Lead understands and drives the current Vs future states of the business process, and accordingly validates the short-term vs long term solutions.

Essential Duties & Responsibilities:

  • Business Skills: Advises on the available standards, methods, tools and applications relevant to own specialism and can make appropriate choices from alternatives. Analyses, designs, plans, executes and evaluates work to time, cost and quality targets. Assesses and evaluates risk. Communicates effectively, both formally and informally. Demonstrates leadership. Facilitates collaboration between stakeholders who have diverse objectives. Understands the relevance of own area of responsibility/specialism to the employing organization. Takes client requirements into account when making proposals. Takes initiative to keep skills up to date. Mentors colleagues. Maintains an awareness of developments in the industry. Analyses requirements and advises on scope and options for continuous operational improvement. Demonstrates creativity and innovation in applying solutions for the benefit of the client/stakeholder. Takes account of relevant legislation.
  • 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.
  • 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.
  • Complexity: Performs an extensive range and variety of complex technical and/or professional work activities. Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts. Understands the relationship between own specialism and wider client/organizational requirements.

Education & Special Trainings:

  • Bachelor's Degree from an accredited university required; Bachelor’s degree in the areas of Computer Science, Engineering, Information Systems, Business, or equivalent field of study preferred. 
  • ITIL Foundations v3 certification preferred.
  • Expertise on Integration / End to End business process or multiple system landscape is advantageous.
  • At least 10 years of experience in the field or in a related area required.  
  • Technical experience supporting Integration / Sales & Marketing / Commercial ERP / Manufacturing  or end to end process is advantageous.
  • 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. 

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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