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Job Details


Senior Manager, IT Service Delivery (R455125)

Customer Service

Assistant Manager



Memphis, Tennessee, United States

Who we Want:

Effective communicators. People who can interpret information clearly and accurately to concisely communicate results and recommendations to stakeholders, senior management, and their teams

Network builders. Managers who build connections with other teams and divisions and coordinate cross-functional collaboration.

Insightful advisors. Managers who lead strategy development and provide guidance to teams

Job Description:

The Senior Manager JDE Service Delivery JDE ERP is responsible for the technical and functional management, maintenance and support of ERP and has input in satellite systems which form the Stryker IT ecosystem. Reporting to this individual is the Run Support and Build teams respectively.

What you will do:
  • Platform ownership for the JDE instance(s).

  • Ensures adherence to the IT operating model and global processes

  • Identifies and manages resources needed for the planning, development and delivery of specified information systems services.

  • Influences customers and project teams through change management initiatives, ensuring that the applications and supporting infrastructure is managed to provide agreed levels of service and data integrity.

  • Monitors performance and takes corrective action where necessary.

  • Develops instance level strategy and roadmaps for upgrades, maintenance and ensuring core functionality is leveraged (configuration rather than customization).

  • 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.

What you need:
  • Bachelor’s degree in the areas of Computer Science, Engineering, Information Systems, Business, or equivalent field of study required.

  • Advanced degree preferred.

  • Certifications in one or more of the following ITIL, PMP, Agile Methodologies, Six Sigma, Lean is preferred.

  • Minimum 10 years of professional experience in Information Systems with a focus required (experience with ERP preferred).

  • 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 in IT Service Management & Operations. Demonstrated experience in Provider and sourcing Management, experience in ITIL-based Service Management role, preferably Service Level Management required.

  • 5+ years of experience of project/program/delivery management required.

  • Experience developing partnerships with the technical, business, and sales teams utilizing strong communication and team building skills.

  • Experience in working a managed service model.

  • 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 core JDEdwards functionality in Sales & Distribution, Financial and Manufacturing, understanding of the supporting technologies supporting JDEdwards, RF Technologies, iSeries, reporting Tech is requiered.

  • Experience in back-end database technologies such as DB2, MS SQL Server and iSeries preferred.

  • Experience working with executive business stakeholders is required.

  • Experience documenting complex processes and presenting them in a clear and understandable format is required.

  • Ability to collaborate with technical, GIO teams to develop rough order of magnitude work estimates

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