Senior Manager, Infrastructure, EDT

Position summary:

The IS Sr. Manager will lead the Deskside and Service Desk services in alignment with the IS Business Partners and support business strategy and objectives in collaboration with Global IS.  The IS Sr. Manager will drive key programs and IS services across the APAC region, as well as innovation and continuous improvement in the application of technology to achieve financial, operational and customer service goals in collaboration with the Global IS teams. She/he will support operations and Stryker growth across GQO and Commercial locations in APAC.

Essential Duties & Responsibilities: (Detailed Description)

Key responsibilities include:

• Joins IT leadership team for EUS in APAC with responsibility for ensuring day to day Deskside and Service Desk services are delivered in the most efficient and cost-effective manner
• Build productive, collaborative relationships with site leadership teams, high level business stakeholders and other Service Delivery functions
• Engage with BPS’s and Deskside managers to ensure site operations including infrastructure, local service and support, project execution specific to Deskside services meet and/or exceed agreed upon service levels
• Manage service providers for Deskside and Service Desk across APAC
• Partner with Regional Service Delivery, Support Services Sr. managers to identify opportunities to drive efficiencies globally
• Develop and co-ordinate reporting and communications to the end user
• Lead the Service Delivery Support Services team for their Division
   

Essential Duties & Responsibilities:

• Lead the implementation of corporate IS standards for Hardware & Software, at region / business area level
• Be an advocate of Stryker’s IS Service Management processes; lead and support global initiatives to harmonize and improve desk side support, Service Desk and IS Service management
• Overall ownership of ensuring Regional Deskside Services teams adhere to IS standards on desk side systems to ensure global standards are maintained on these systems
• Lead discussions on business projects in matters related to IS hardware & Software 
• Drive IS value creation and customer satisfaction for the region to meet and/or exceed agreed upon service levels
• Build and maintain strong relationships with IS site leadership and act as a liaison between IS and the business to ensure Service Desk and Deskside Service delivery by the Global IS Infrastructure organization meets or exceeds customer expectations
• Project management experience, working with internal and external cross-divisional team members, preferably with IS projects
• Develop and provision of metrics used to track value delivery
• Identify and deliver opportunities where conflicts/synergies/redundancies exist between business capabilities and systems to improve IS effectiveness
• Identify and deliver improvements to delivery of Deskside and Service Desk services
• Collaborate with other IS leaders on priorities and objectives
• Work with Corporate Information Security Officer (or delegate) and be accountable for IS security compliance for the region
• Ensure compliance with regulations, policies, standards, procedures, and associated documentation including but not limited to IS Global Change Control, computer systems validation, SOX, and IS Project Management standards and procedures
• Transform the service to a more agile, automated, customer centric function delivering service excellence
• Interpret operational needs, challenge areas of potential risk of failure and manage teams to deliver agreed SLA’s
• Drive collaboration between Service Desk and Deskside teams
• Perform other duties as directed
   

Education & Special Trainings:

• Bachelor’s degree in Information Technology or the equivalent required
• Minimum of 13 years of professional work experience in IT/IS and/or business discipline
• People and/or service provider Leadership experience is preferred
• ITSM certification is required
   

Qualifications & Experience:

• Knowledge of and/or previous experience with various IS systems (manufacturing, RA/QA, commercial, R&D, etc.) and/or infrastructure
• Extensive knowledge (5+ years) of medical devices and/or pharmaceutical industry and basic knowledge of adjacent areas in terms of processes, organization, products and IS requirements
• Demonstrated excellence in, and commitment to Customer Services
• Project management experience, working with internal and external cross-divisional team members, preferably with IS projects
• Strong communication skills with ability to communicate effectively with both divisional leaders and technical teams
• Demonstrated ability to lead in a matrix organization structure with significant emphasis on collaboration and persuasion, rather than relying entirely on command and control.
• Strong analytical and problem-solving skills
• Good business acumen and negotiation skills
• Strong organizational capabilities to manage multiple priorities
   

Physical & Mental Requirements:

• Demonstrated professional experience in IS and/or other related business discipline is required
• Ability to understand systems, interrelationships and recommend enhancements, and building & communicating IS strategy
• Demonstrated leadership, interpersonal, analytical, change management and communication skills
• Ability to work effectively across functions and build successful relationships in global matrix organization
• Awareness of current and future trends in the industry and competitors