IT Senior Manager, Service Delivery

**IT Senior Manager, Service Delivery** **Gurugram, Haryana, IN** Builds organizational capability. A strategic executive who continuously breaks down barriers, identifying new and more effective ways to accomplish tasks and goals.

**Sets direction. An innovator who defines ways to create value and deliver on Strykers mission and strategic imperatives.** **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**** *

**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.** *

**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 organizations 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.** *

**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

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