IT Service Owner - ERP (D365)

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Job Details
Under direction of the VP of IT Services the Service Owner will act as an expert over the services and supporting products in their area of responsibility. The SO works closely with Relationship Managers, Enterprise Architects and Service Delivery Managers to define new and enhance existing services and products and acts as a bridge between service management and other EITS teams. The SO is accountable for all aspects of new and existing services and product in their area of expertise, including negotiating Service Level Agreements, providing definitions and costing, service reviews, and reporting of service performance metrics. The SO may manage resources and mentors other EITS resources.
Responsibilities:

• Lead Dynamics 365 CoE Team for Global Consulting Services, and potentially for future D365 implementations. D365 ERP supports a global business across 25+ countries. The D365 CoE team is comprised of internal functional and technical team and a vendor AMS team.
• Accountable for D365 platform overall, and for coordinating with "Vision25" project delivery teams through completion of global wave rollout.
• Responsible for ensuring that new services or service enhancements are aligned with business initiatives
• Accountable for the development, implementation, evaluation and on-going management of new and existing services and products
• Deliver service roadmaps with input from the Relationship Managers, EA and other supporting teams
• Accountable for working with other IT teams to plan for capacity, availability and performance requirements for new and existing assigned services
• Hold internal and external suppliers accountable via formal agreements
• Represent the assigned service across the organization
• Accountable for defining the escalation and notification procedures for assigned service with the Relationship Manager, Incident Management team and other supporting teams
• Accountable for working with Problem Management to address problems within the service
• Accountable for the population and maintenance of the Configuration Management Database for the service and it's supporting Configuration Items
  Accountable for working with the Change Manager to determine
• acceptable windows for changes for the service
• Ensure services and products adhere to Information Technology Infrastructure Library (ITIL) processes
• Deliver Quarterly Service Reviews
• Accountable for negotiation of Service Level Agreements with business partners
• Responsible for negotiation of Organizational Level Agreements with other IT teams that support assigned services
• Produce SLA performance metrics for assigned services
• Define the service and determine the costing model of the assigned services listed in the Service Catalog
• Accountable for maintaining the Service Catalog for assigned services
• Continuous improvement and innovation of the assigned services and products
• Understand the market demands for the service as well as potential competing services
• Accountable for the creation and maintenance of all service documentation
• Accountable for the management and career development of direct reports
• Mentoring of IT resources

Education:

• BS Degree in Computer Science, Business or related field preferred

Preferred Certifications:

• ITIL v3 Foundation Certified

Work Experience:

• Progressive leadership experience over 7+ years in an IT environment with significant business exposure

Skills and Knowledge:

• Excellent verbal and written communication skills
• Subject matter expertise in both the business and technology
• Skilled in conflict management
• Experience working in a matrix environment
• Significant experience of owning ERP system(s). Experience specifically with Dynamics 365 is not required, but would be beneficial
• Able to anticipate customer needs and expectations
• Able to influence associates who are not in your direct reporting structure
• Demonstrated strategic agility
• Advanced interpersonal skills; able to establish and maintain relationships and navigate formal and informal networks to create results
• Clear understanding of project capital and expense budgeting and accounting skills and the related financial systems
• Advanced communication, negotiation, and conflict resolution capabilities at all levels of management
• Strong presentation skills
• Advanced ability to adapt to change, handle pressure, and adjust plans to meet changing needs, and solve problems creatively
• Advanced decision making skills
• Advanced analytical and problem solving skills to evaluate issues and apply knowledge to identify and implement appropriate solutions
• Strong ability to prioritize work load, consistently meet deadlines, and take the appropriate level of independent action when necessary

What Cencora offers
We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora
Equal Employment Opportunity
Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.
The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.
Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned
Affiliated Companies
Affiliated Companies: AmerisourceBergen Services Corporation