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.comWho We WantAccuracy-oriented team leaders. Providing direct oversight of processes and results, managers who ensure accurate and timely completion of projections, forecasts or reporting.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.Goal-oriented orchestrators. People who can effectively coordinate and focus the work of skilled employees toward an important goal, prioritizing to the right activities that lead to success.What You Will DoSenior Manager, IT Global Service Delivery, Availability Management - is responsible for the technical management, maintenance and support of Service Delivery Operations related to system availability for our 'gold' categorized business systems. The availability will be measured using 4 - 9's (99.99%). This individual works with all global application teams and change managers to make sure that 99.99 system availability is achieved on a monthly basis.He/ She will be highly focused on Service/Business Continuity, Service Improvements, Service Level Attainment and Common Operation Practices within an ITIL framework to provide timely high quality service delivery. This position will provide thought leadership for application management, application monitoring, system performance, Change Management, Test Management and Release Management. He/ She will be accountable for maintaining stable and secure operations by being accountable for the quality of production updates via application and change management. He/ She will work with teams to standardize and optimize change management to improve outcomes as well as eliminate business disruptions. The role will oversee the creation, development and delivery of 'leading practices' service availability, recoverability, and security. This role will work closely with the business to define service expectations and business continuity plans. The individual will report on and publish availability KPIs monthly. When new applications are implemented, this role will categorize the application by criticality, document the business continuity for the application and ensure measures/processes are put in place to meet the availability SLAs.The applicant must demonstrate a strong knowledge of a wide range of technology disciplines, and have a solid understanding of application and infrastructure needs and requirements related to maintenance of systems and keeping them stable. The candidate must have experience with change management for ERP systems and other commercial applications in the various ERP ecosystems, like SAP, Oracle EBS, JDE and MFGpro. The candidate must be a practitioner of ITIL best practices for change, problem, incident management, and must have key process skills such as SDLC, Agile and Waterfall, structured thinking, flexible problem solving, evaluation, and diagnostics. He/ She must be able to build strong relationships internally and externally.This role would ensure the value is achieved as anticipated from the managed services providers and the overall services delivered are in line with Master Services Agreement and related artifacts. This role will monitor compliance of the Supplier against Service Level Agreements (SLA) across all platforms and that includes: regular performance reviews, monitoring service levels and reporting on availability SLAs and metrics. This role will report any availability breaches to Supplier Management.This individual will support tools that enable strong change management, release management, capacity management and governance like Solution Manager, UC4, ServiceNow, Application Profiling etc. The ideal candidate must have strong leadership and people management skills, and should be one who can thrive in a dynamically changing, team-oriented, matrix environment where there is ambiguity around ownership and decision rights.Essential duties & responsibilities:
Establish and maintain a constructive relationship between the service provider and the business based on understanding of business priorities, objectives and drivers
Follow a global execution framework and methodology and the applicable processes and procedures for Operations and Service Delivery.
Provide communications and visibility on key activities and initiatives to business and cross-functional IT organizations
Create 30-60-90 day change reports ensuring there are no conflicts that may cause a disruption in service.
Communicate maintenance windows and planned outages
Provide thought leadership to remove complexity
Set direction and provide a framework through which service improvement objectives can be delivered
Perform business impact analyses for all existing and new IT services
Implement and maintain the IT service continuity management process, in accordance with the overall requirements of the organization's business continuity management process, and represent IT services function
Ensure that IT service areas are prepared and able to respond to an invocation of the continuity plans
Maintain a comprehensive IT testing schedule, including testing all continuity plans in line with business requirements and after every major business change
Perform risk assessments and manage risk to prevent disasters and major incidents
Participate, negotiate and manage contracts with providers of third-party recovery services
Communicate the vision of Continuous Service Improvement (CSI) across the IT organization; define and refine reports on CSI critical success factors (CSFs), key performance indicators (KPIs) and CSI activity metrics. Ensure CSI activities are coordinated throughout the service lifecycle
Follow applicable regulatory driven processes and enforce compliance within the organization
Key Stakeholder in Change advisory board (CAB)
Autonomy - 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 related to availability management.
Influencing without authority - Influences a significant part of the IT organization. Develops influential relationships with internal and external clients/suppliers/partners at senior management level, including industry leaders.
Make sure testing, technical change management and maintenance of systems is an integral part of how we deploy changes to production and how we sustain a 'world class' computing environment.
What You Will Need
Bachelor's Degree required
Bachelor's degree in the areas of Computer science, Engineering, Information Systems, Business, preferred
ITIL certification preferred and/or experience working in an ITIL framework managed IT shop.
Minimum 10+ years of IT experience; leading a infrastructure teams, setting priorities and plans to meet business goals and objectives
10+ years of experience and demonstrated knowledge and understanding of infrastructure, platform maintenance and best practices.
7+ years of leadership responsibility managing internal and external teams, influencing senior-level management and stakeholders; medical device or other regulated industry preferred
Demonstrated experience in Provider and sourcing Management, experience in ITIL-based Services
Working experience in a Managed Services Framework
Critical Thinking: Must look at the numbers, trends, and data and come to conclusions
Demonstrated ability to work effectively in a matrix organization with significant emphasis on collaboration and persuasion, rather than relying entirely on command and control
Experience understanding, evaluating, and recommending changes to complex business and operational processes and presenting them in a clear and understandable format
About StrykerOur benefits:
12 paid holidays annually
Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing program and tobacco cessation program.
Financial benefits include Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, Employee Stock Purchase Plan (ESPP), basic life and AD&D insurance, and short-term disability insurance.
For a more detailed overview of our benefits or time off, please follow this link to learn more: US Stryker employee benefits (https://cdn-static.findly.com/wp-content/uploads/sites/1427/2023/09/20143933/us-stryker-employee-benefits.pdf)About StrykerStryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 130 million patients annually. More information is available at stryker.com. (http:)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 on our referral page (https://careers.stryker.com/referrals/)Stryker is driven to work together with our customers to make healthcare better. Employees and new hires in sales and field roles that require access to customer accounts as a function of the job may be required, depending on customer requirements, to obtain various vaccinations as an essential function of their role.Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.
