IS Senior Manager, Service Delivery, BI & Analytics de Allendale, NJ em Stryker Corporation

Data de Postagem: 10/7/2019

Resumo do Emprego

Descrição do Emprego

The role of the Senior Service Manager is to ensure the value is achieved as anticipated form the outsourced relationships under management and the overall services are delivered as expressed in the Statement of Work and related exhibits, service levels for outsourced services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the Supplier are minimized.  This role will monitor compliance of the Supplier against Service Level Agreements (SLA) across all outsourced Services across the PowerBI and Advanced Analytics areas to include: performing regular performance reviews, monitoring service level and service management issues, and developing new/amended SLAs and metrics.  

The individual in this position will oversee planning and forecasting of outsourced service consumption, quality of service across services and ensuring client satisfaction with the IT services delivered. This position is responsible for ensuring the highest level of service quality, closely partnering with Service Managers, Service Integration Manager, "ITIL Service Management" process owners and managers, Corporate IT, Architects and other stakeholders to guarantee compliance with strategy, policies and standards for the entire lifecycle of the services delivered.  

Essential Duties & Responsibilities:

  • 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 Training: 

  • Bachelor’s degree in Computer Science, Information Technology or the equivalent required.

Qualifications & Experience:


  • 13+ years IT experience including experience leading a team, setting priorities and plans to meet business goals and objectives.
  • 5+ years of leadership responsibility managing internal and external teams, influencing senior-level management and stakeholders; medical device or other regulated industry preferred.
  • Experience and demonstrated knowledge and understanding of Business Intelligence and Analytics related platforms including: MSBI, PowerBI, Advanced Analytics and SQL.   
  • Demonstrated experience in Provider and sourcing Management, experience in ITIL-based Service Management role, preferably Service Level Management.
  • Experience developing partnerships with the technical, business, and sales teams utilizing strong communication and team building skills.
  • Experience in working a managed service model.
  • Critical Thinking: Must look at the numbers, trends, and data and come to new conclusions based on the findings.

Demonstrated Ability in the Following:

  • 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.
  • 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.

Work From Home: No

Travel Percentage: 10%

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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