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Job Details

IS Service Delivery Lead (REMOTE) - JD Edwards Americas (R471392)

Customer Service

Customer Service



Portage, Michigan, United States

Why join Stryker?

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

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.

What You Will Do:

The JDE Service Delivery Lead for the JD Edwards Americas is responsible for the technical and functional management, maintenance, and support of ERP and has input in satellite systems that form the Stryker IT ecosystem. The scope of this role will cover the division of Spine, Medical and Sustainability and this individual will work closely with, report to, and deliver the instance strategy with the Service Delivery Manager. The role will help to manage the instance and the Run and Build teams that manage the instance.

This individual works with the teams to plan and set the direction of the AMS and Build teams to meet business requirements. Highly focused on meeting service level agreements and operating within an ITIL framework to provide timely service delivery. This position will guide Systems Administration, Service and Support, Database Administration, Change Management and Build Activities, Test Management, and Release Management. The individual will assist the Service Delivery Manager to set the strategy for the platform in line with the JDE CoE strategy and provide ongoing support to deliver upon the strategy.

This person will partner with senior IT and business leaders and lead Stryker and development partner resources to execute projects and support for their ERP instance. This role develops partnerships across the organization to cultivate, prioritize and manage data analytics pipelines and oversee delivery quality.

To be successful, the candidate will possess strong collaborative, consultative engagement skills, demonstrate confidence and an ability to work through ambiguity be very organized, and be adept at maximizing resource investments and value in a highly matrixed organization. Additionally the successful candidate will:

  • Platform responsibility for the JD Edwards 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 technology.
  • Influences customers and project teams through change management initiatives, ensuring that the applications and supporting infrastructure are 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) in alignment and collaboration with the Service Delivery Manager.
  • Has defined authority and responsibility for a significant area of work, including technical, financial, and quality aspects.
  • Establishes organizational objectives and delegates responsibilities.
  • Is accountable for actions and decisions taken by self and subordinates.
  • Influences process development and carries them out to meet business objectives.
  • Influences a significant part of own organization.
  • Develops influential relationships with internal and external clients/suppliers/partners at appropriate levels.
  • Makes decisions that impact the work of employing organizations, achievement of organizational objectives, and financial performance.
  • Performs highly complex work activities covering technical, financial, and quality aspects.
  • Contributes to the formulation and implementation of IT strategy.
  • Ensures that a catalog of available services is created and maintained and that service level agreements are complete and cost effective.
  • Ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented.
  • Ensures that operational methods, procedures, facilities, and tools are established, reviewed, and maintained.
  • Negotiates with relevant parties in respect of disruptions and major amendments to the provision of services.
  • Reviews service delivery to ensure that agreed targets are met and prepare proposals to meet forecast changes in the level or type of service.
  • 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 the information security of third parties.
  • Carries out benchmarking and makes use of supplier performance data to ensure that supplier performance is properly monitored and regularly reviewed.
  • Assists in 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
  • Minimum 10 years of professional experience in Information Systems with a focus on ERP
  • 5+ years of leadership responsibility managing internal and external teams, influencing mid-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.
  • 5+ years of experience in project/program/delivery management.
  • Experience developing partnerships with the technical, business, and sales teams utilizing strong communication and team building skills.
  • Experience in working with 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 JD Edwards functionality in Sales & Distribution, Financial and Manufacturing, understanding of the supporting technologies supporting JD Edwards, RF Technologies, iSeries, reporting Technologies
  • 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 to drive business efficiencies.
  • Ability to collaborate with technical, GIO teams to develop rough order of magnitude work estimate.
  • Strong knowledge of PC skills working with large datasets (Excel spreadsheets, PowerPoint presentations, Word documents)

Who We Want:

  • Ability to work well under pressure, responding to tactical and strategic needs
  • Strong communication and influencing skills – oral, written, listening, executive presentations
  • Ability to partner with IS & business representatives at all levels to identify needs
  • Ability to facilitate capture and documentation of requirements that drive solutions
  • Ability to guide the business towards optimal solutions
  • Focus and ability to identify and drive process optimization, new or existing process redesign
  • Able to maintain clear communication channels with IS and business stakeholders
  • Able to explain complex technical concepts to a non-technical audience as needed
  • Able to facilitate the conversion of complex business functions into technical specifications as needed

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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