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IS Service Manager Supply Chain in Venlo at Stryker Corporation

发布日期: 2/2/2019


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IS Service Manager Supply Chain

Accountable for ensuring service excellence throughout the service lifecycle for assigned category of services.    The scope of work includes oversight of service design activities during projects (i.e., create/evolve stages), SDLC/ALM practices, a robust governance model (i.e., data policies, vendor management, KPIs, SLAs, etc.), operational and quality management procedures, and routine reviews with business service owners and/or stakeholders.  Additionally, recruitment, selection, and retainment of a highly engaged team is a focal responsibility.  Success is determined by customer feedback and achievement of KPI targets in the areas of service availability, quality, performance, and efficiency/cost.

The IS Service Manager is the primary point of accountability for management and delivery of quality service for the Supply Chain logistics automation platform, including but not limited to all applications operating currently across the 3PL locations with specific focus on Venlo Logistics.

The role will work closely with the systems integrator and vendor to ensure the successful onboarding & offboarding of applications within the application portfolio.

Owns the relationship with the software provider, including maintenance renewals, license management and contributes to solution roadmap and user groups as applicable.

Your key responsibilities


  • Ensure excellence in process execution across all operational processes (e.g., incident, problem, change, configuration, etc.) related to the service.
  • Leads continuous improvement initiatives to mature operations and increase visibility into service performance.
  • Oversees license and user management activities and reviews usage levels to ensure continuous compliance with contractual agreements and efficient use of the service per funded usage levels.
  • Ensure monitoring of services and related aspects of the service offering (e.g., support procedures) is in place to proactively identify and remediate issues and achieve delivery of service excellence.
  • Solicit and monitor customer feedback and respond with actions that drive continuous improvement.
  • Ensure documentation that is relevant to the service is maintained in a meaningful and accessible manner.  This includes system documentation, requirements and test scripts, knowledge articles, and configuration and organizational information, emergency contacts / call lists, etc.


  • Monitor vendor performance against agreed expectations (i.e., contract)
  • Quarterly vendor meetings to review expectations and performance
  • Lead efforts to rebuff contracts with adjusted expectations as appropriate
  • Establish and monitor service KPIs.  Publish metrics to IS leadership and service stakeholders.  Review performance, issues, roadmap, and other relevant details on a routine (quarterly at minimum) basis.

Business Skills

  • Advises on the available standards, methods, tools and applications relevant to own area of service and can make appropriate choices from alternatives.
  • Takes customer requirements into account when making proposals.  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.
  • Analyses, designs, plans, executes and evaluates work to time, cost and quality targets.
  • Assesses and manages risk.
  • Takes initiative to maintain skills and awareness of developments in the industry.
  • Mentors colleagues.

Project intervention

  • Maintain awareness of pending and active projects that may or will impact the Supply Chain team or services.
  • Champion service and support preparation and initialization in projects.  Push for quick adoption of project execution strategies that produce highly maintainable services with low TCO.  This includes:
    • Ensuring a robust SDLC is followed (see SDLC)
    • Critical documentation is made available, maintained, and made accessible to pertinent audiences
    • Support and maintenance tools and resources are budgeted and provisioned/acquired
    • A priority is placed on targeting self-service and service desk as fulfillment options for support activities where possible
    • Routine maintenance activities are minimized or automated
  • Minimize build-to-run transition by ensuring a customer experience centered approach to the service design and delivery.


  • Ensure requirements and test scripts are clearly documented in clear, meaningful language, well organized for continuous maintenance for the life of the service, and accessible by relevant support resources.
  • Ensure source code and other solution artifacts are stored in a versioned repository.
  • Ensure design and code reviews are executed to confirm adherence to quality standards.
  • Ensure due consideration is given to implement automated build, deployment, and test activities.  Where automation is not tenable, ensure justification is documented with any plans and timelines to remediate.

What are we looking for?

  • 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. 
  • At least 10 years of experience in the field or in a related area required.
  • ITIL Foundations v3 certification preferred, Lean Six Sigma certification / experience desired
  • Excellent understanding of Logistics automation and warehouse management systems.
  • Good application and systems understanding (SAP ECC WMS and/or S4 HANA EWM)
  • Excellent understanding of Computer Systems Validation, GMP and 21 CFR Part 11
  • Strong communication and relationship skills as well as strong critical thinking / problem solving and risk mitigation skills.
  • Demonstrated ability to manage and execute competing priorities in a fast-paced environment
  • Demonstrated experience leading service operations and service delivery (build) teams.  Experience with one or more implementations of the agile methodology and devops practices preferred.
  • 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.

Work From Home: No

Travel Percentage: Up to 25%