Stryker Looking for IT Senior Manager, Service Delivery at Gurgaon, Haryana Full Time

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Our total rewards package offering includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards – not to mention various social and recreational activities, all of which are location specific.

Who we want

Sets direction. An innovator who defines ways to create value and deliver on Stryker’s mission and strategic imperatives.

Builds organizational capability. A strategic executive who continuously breaks down barriers, identifying new and more effective ways to accomplish tasks and goals.

Inspires others. A genuine, relationship-focused leader who connects, collaborates and fosters an inclusive environment of enthusiasm, trust and pride. He/she makes others want to follow, building momentum for action and positively influencing outcomes.

Champions talent development. A manager who focuses on maximizing the ability, potential and contributions of themselves and others. Fosters an environment where people can excel through developing, coaching and rewarding performance.

Delivers results. A driven player/coach who sets high goals for personal achievement and organizational success. He/she measures success against the best internal and external benchmarks.

What you will do

This individual works with all global teams to assist with the resolution of complex cross-functional integrations and incidents. An individual will be highly focused on service continuity, continuous service improvements, service level agreements and common operation practices within an ITIL framework to provide timely high quality service delivery. This position will provide thought leadership for application management, monitoring, system performance, Change Management, Test Management and Release Management. An individual will work with teams (IT Business Partners and external Service Providers) to optimize system performance and will oversee the creation, development and delivery of “leading practices” around managing of Sales, Service Ops and their availability, recoverability, capacity and security.

The applicant must demonstrate a strong understanding of practical experiences in a range of technology disciplines and have a solid understanding of application and infrastructure needs and requirements. The candidate must have a working experience with Sales and Service tools like SalesForce, ServiceMax, Oracle Configure Price and Quote (CPQ), Field Inventory Management, etc. The candidate must be a Practitioner of ITIL best practices for change, problem, incident management and must have key process skills such as Software Development Life Cycle (SDFC), Agile and Waterfall structured thinking, flexible problem solving, evaluation, and diagnosis

This role will monitor compliance of the Supplier against Service Level Agreements (SLA) across Sales and Service Operation tower and that includes regular performance reviews, monitoring service level and service management issues, and developing new/amended SLAs and metrics.

This individual will support tools that enable strong Release Management, change management and governance like HP-ALM, Solution Manager, UC4, ServiceNow etc. The applicant must have proven track record in project/ program management. The ideal candidate must have strong leadership and people management skills with a focus on talent management and should be one who can thrive in a dynamically changing, team-oriented, matrix environment.

Degree of accountability

Operations

Responsible for contributing and enhancing to process execution across all operational processes (e.g., incident, problem, change, configuration, etc.) related to the sales and service operations.

Continuously improve the customer experience by maturing operations through automation, self-service, and shift-left approaches.

Track licensing, users, and usage levels to ensure continuous compliance with contractual agreements and efficient use of the service according to funded usage levels.

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, runbooks etc.

Liasion between India, Emerging market, and USA.

Responsible to work closely with Service Providers located in offshore, drive delivery excellence, continuous improvements, and build to run transition.

Project Intervention

Maintain awareness of pending and active projects that may or will impact the Sales Operations team, services and marketing.

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

Central repository for critical documentation along with maintenance 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.

Look for opportunities to convert routine maintenance activities automated.

Minimize build-to-run transition by ensuring a customer experience centered approach to the service design and delivery.

Implement and maintain the IT service continuity management process, in accordance with the overall requirements of the organization’s business continuity management process, and represent IT services function specific to Sales and Service Operations.

Service Excellence

Ensure roadmap for service is defined and communicated with stakeholders using their inputs and demand as drivers.

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.

Ensure proactive root cause analysis and corrective and preventive measures are implemented to ensure delivery of an exceptional service.

Monitor vendor performance against agreed expectations (contractual or otherwise) including regular vendor meetings to review expectations and performance.

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.

Knowledge & experience –

Technical Expertise –

Will have demonstrated a strong understanding of, and practical experiences in a range of technology disciplines and have a solid understanding of infrastructure needs and requirements. The candidate must be capable of translating business needs into technical solutions.

Working experience with ERP and Commercial applications (i.e. SAP, SalesForce, CPQ, ServiceMax, Oracle, etc.)

Experienced in API implementation and propagation

Business Process driven

Solid Leadership, Teamwork, Execution and Implementation Skills –

Should have a proven track record of enabling business requirements through technical solutions.

Core Competencies –

Change Management

Incident Management

Release Management

ASAP methodology

Agile methodology

Waterfall methodology

SDLC

Collaboration Skills –

Must be able to build strong relationships internally and externally

Practitioner of ITIL best practices for change, problem and incident management.

Must have Project Management skills.

Must have key process skills such as SDLC, Agile and Waterfall structured thinking, flexible problem solving, evaluation, and diagnosis

Must have excellent communication and presentation skills, with the ability to translate complex ideas into simple, actionable plans.

Must be able to build strategic partnerships and leverage relationships throughout the organization.

Must be able to Balance, integrate, and manage under conditions of uncertainty and ambiguity.

Relationship Competencies:
Business Acumen, Partner Management, Communication & Influence, Change & Innovation.

Leadership Competencies:
Teamwork, Customer Focus, Managerial Courage, Integrity and Trust, Listening, Negotiating, Managing Vision and Purpose, Portfolio Management, Change Management, Strategic Agility.

What You Need:
Bachelor’s Degree or equivalent 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 v4 certification preferred.

Qualifications & experience:
Minimum 15 years of IT 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.

5+ years of experience and demonstrated knowledge and understanding of ERP systems.

Demonstrated experience in Provider and sourcing Management, experience in ITIL-based Service

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.

Experience working with business leaders is required.

Demonstrated ability to work effectively in a matrix organization structure with significant emphasis on collaboration and persuasion, rather than relying entirely on command and control.

Experience with process mapping is required.

Experience documenting complex processes and presenting them in a clear and understandable

format is required.

Experience understanding, evaluating, and recommending changes to business processes are

required.

Demonstrated understanding of cross-divisional business needs and working strategically with multiple facets of a global business.

Ability to analyze business situations

Excellent organizational/communication skills and attention to detail

Strong data analysis and problem-solving skills

Strong knowledge of PC skills working with large datasets (Excel spreadsheets, PowerPoint presentations, Word documents)

Ability to drive initiatives and projects independently from start to finish.

Other requirements:
Demonstrate skill in communicating technical information to varying audiences.

Ability to work collaboratively across functions and with IT suppliers

Know someone at Stryker?

Be sure to have them submit you as a referral prior to applying for this position. Learn more about our employee referral program at https://careers.stryker.com/referrals/