COVID-19 vaccination requirements

Stryker is driven to work together with our customers to make healthcare better. In order to fulfill our commitment as a federal contractor, while focusing on the health and safety of our employees and those that we serve, Stryker is encouraging US employees as well as all new US employees joining our company to be fully vaccinated against COVID-19. Today or in the future, vaccination may be a requirement based on the essential functions of the specific role or applicable regulations. Please refer to our COVID-19 Vaccination Requirements FAQs page for current vaccination and/or reasonable accommodation requirements and timelines.

Why join Stryker?

We are proud to be named one the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting stryker.com

Our benefits include bonuses; commissions; healthcare; insurance benefits; retirement programs; stock based plans; paid time off plans; family and parenting leaves; tuition reimbursement; wellness programs; onsite fitness centers and cafeterias; discount purchase programs; and service and performance awards – not to mention various social and recreational activities.

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.

Subject matter experts. Managers who not only oversee the collection, review, and analysis of data but can interpret, translate, and present on all various matters as needed.

Compliance-focused orchestrators. Managers who carefully oversee people, processes, and deliverables to ensure compliance with company policies and procedures

What you will do:

As the Service Management Manager, you are responsible for definition, creation and maintenance of several key IT process policy and procedures including incident, request, problem, known error and SLA management. The individual filling this role must be able to manage projects at a discrete level with a small team, but also be able to deliver at the IT Operations review monthly which is attended by member of the IT Leadership team.

Main Responsibilities:
• Create and manage policies and procedures for incident, request, problem, known error and service levels management process.
• Drive continuous improvement, establish process strategy implementation roadmap & priorities.
• Support ISO certification externals audits.
• Evangelist on process awareness and correct utilization of policies and procedures
• Drive proper revisions to the policy, Standard Operational Procedures, related work instructions as appropriate, to adopt best leading service practices.
• Create, define, and assist to achieve targeted process KPI (Internal & vendors)
• Define vendors target KPI & track performance deviations.
• Analyze cases and indicators, identify patterns or deviations, and propose improvements.
• Provide training and best practices of the process to serve customers effectively.
• Define and request changes to the ITSM solution.
• Implement controls & alerts to avoid process non-conformances.
• Monitor training completion and adherence from internal and strategic vendors.
• Benchmark process KPI against best in market.
• Prepare and host the Global Operations review forum where main service indicators are discussed with IT leadership
• Audit voice of the customer feedback sessions.
• Analyze customer satisfaction / dissatisfaction trends and define remediation plans.
• Define reporting framework for KPI tracking and deviation analysis.

What you will need

• Bachelor’s degree in a related field required (Masters preferred)
• Minimum of 8 years overall professional experience required
• ITIL certification professional required
• Minimum of 3 years of experience leading ITIL process initiatives required
• ISO certification audit experience required
• Lead and deliver global ITIL process capability delivery experience highly preferred
• Experience with Cobit and other related governance knowledge preferred
• Lean six sigma certifications preferred
• Experience working with Data Visualization tools such as Power BI or equivalent required.

“This job may be performed remotely from anywhere in the United States, except that this job may not be filled or performed in Colorado.”

#LI-Remote

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/

About Stryker

Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better. We offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes.

We are proud to be named one of the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting stryker.com