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Job Details


IT Service Delivery Lead (Hybrid) (R469332)

Customer Service

Customer Service

Yearly

No

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 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

Self-directed imitators. People who take ownership of their work and need no prompting to drive productivity, change, and outcomes.

Collaborative partners. People who build and leverage cross-functional relationships to bring together ideas, data and insights to drive continuous improvement in functions.

Dedicated achievers. People who thrive in a fast-paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations.

What you will do

The IT Service Delivery Lead is responsible for contributing to process execution across all operational processes (e.g., incident, problem, change, configuration, etc.) related to the service. Success is determined by achieving KPI targets in the areas of service availability, quality, performance, efficiency/cost, and customer satisfaction. The candidate will monitor vendor performance against agreed expectations (contractual or otherwise) including regular vendor meetings to review expectations and performance. He/ She will establish and monitor service KPIs, publish metrics to IT leadership and service stakeholders, review performance, issues, roadmap, and other relevant details on a routine (quarterly at minimum) basis. Additionally, the success of this role will require the ability to work cross-functionally while leading with relationships to deliver exceptional experience and service to IT and our customers.

This role also supports and maintains software-as-a-service (SaaS) and enterprise wide applications associated with the collection, retrieval, accessibility and usage of data for internal department planning and activities. Builds and produces reports using query and flexible reporting tools to meet the requirements of business management and staff. Recommends changes in applications development, maintenance and system standards. This is an individual contributor role that requires the use of judgement in applying professional expertise and is expected to work independently with minimal supervision. This Job requires an understanding and application of procedures and concepts of own discipline, attention to detail in making evaluative judgements based on the analysis of factual information.

  • 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, etc
  • Manage daily support and maintenance of SharePoint and Power Platform, and conduct long-term improvement operations to ensure compatibility with evolving mission requirements
  • Identify opportunities to improve the systems process flow, performance, and technical efficiencies.
  • Offer best practices advice and recommendations to Managed services team around overall systems architecture and Microsoft Platform strategy.
  • Help manage the global support workload throughout the platform ensuring adequate coverage, delegate where necessary and encourage teamwork.
  • Ensure roadmap for service is defined and communicated with stakeholders using their inputs and demand as drivers.
  • 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.
  • Must be able to build strong relationships internally and externally
What you will 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.
  • At least 7 years of experience in the field or in a related area required.
  • 5 years of experience in Microsoft Power Platform (Online Sharepoint, Power BI, .NET, Visual Basic, etc.) is must.
  • 2 years of experience in Marketing and Collaboration including Customer and Partner portal (community) development experience is preferred.
  • Experience in Adobe Experience Manager is plus
  • Maintain Microsoft product knowledge, as well as relevant third-party applications is preferred.
  • Ensures adherence to the IT operating model and global processes
  • 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.
  • Develops instance level strategy and roadmaps for upgrades, maintenance, infrastructure and security.
  • Knowledge of and ability to drive IS methodologies such as ITIL, Software Development Lifecycle (SDLC) and Agile Development is preferred.


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