IT Senior Manager, Global Service Delivery, Availability Management - Hybrid

at  Stryker Corporation

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WHAT YOU WILL DO

Senior 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.