IT Service Delivery Manager, MFG & QRA

Smith+Nephew,

IT Service Delivery Manager.

What will you be doing?

• You will be assisting IT operating model which does include a mature AMS Service Delivery function working in conjunction with our AMS service provider and other IT service verticals. S&N has invested in digitalization and automation of Manufacturing, Quality & Regulatory operations.
• You will look after delivery of "outstanding" Service Delivery (Run) operations against all standard benchmarks and criteria. As SDM, looking after the MFG & QRA run team and ensure the services are provided according to the agreed SLA as defined by the AMS contract.
• As an SDM you will work closely with the CoE Functional (Build) teams in support of effective and quality solutions when remediating incidents. Liaise with business leaders, business relationship managers and super users to identify, prioritize and implement support requests and ensure that all support issues are fixed in alignment with the business needs and expectations.
• Work under guidance and leadership of Service Delivery Director in the need for continuous improvement of SD function and build out strategic future directions around people, process, and technology.
• Being responsible for the day to day support operations from internal teams and 3rd party vendors including the AMS partner covering incident management, organisational change, release management and risk management for the shift 2 (European time zone).
• Full range of support from break/fix to systems performance and systems administration. Driving the uplift in customer satisfaction and user experience of the AMS function. Adhering to all regulatory, compliance & InfoSec related activities including SOX and Controls and supporting all Audit activities.

What will you need to be successful?

• Education:

  Bachelor's Degree or equivalent experience in Information Technology / Computer Science/ Computer Engineering.

• Experience:

  Minimum

  10+years

  of Experience in IT and 5+ years in Service Delivery (Support) manager role. Previous experience of using an AMS provider support model is required.
• AMS Support organization ensure a professional delivery of support services aligned with agreed SLAs. Negotiates service level agreements and handles metrics, business leaders. Brings together and prioritizes change requests. Strives to address issue root causes and move support organization to a contributed organization vs just ticket handling.
• Runs the support budgets, SOWs, and vendor relationships. Prepares support organization for transition from project hyper care into normal operations.
• Experience in information systems, applications including Quality and Regulatory systems, Manufacturing systems, ITSM systems, and project management, preferably in regulated life science industry. Management of multiple full implementation cycles of AMS in a global environment would be strongly viewed on.
• Management experience in large, distributed IT matrix organizations advising application development and support. Identifying customer needs and overseeing service delivery within the business context. Leading the service delivery team, handling conflict, and ensuring the team's processes and tasks are carried out efficiently.
• Functional and technical expertise in MFG & QRA business processes and model. Large IT transformational projects. Vendor and offshore management including in AMS model. Budget management, Resource management.
• Superb communication, collaboration, and relationship building and collaborator engagement skills.

You Unlimited.

We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion, Diversity and Equity-

Other reasons why you will love it here!

• Your Future:

  Major Medical coverage + Policy exclusions and insurance non-medical limit. Educational Assistance.

• Work/Life Balance:

  Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.

• Your Wellbeing:

  Parents / Parents in Laws Insurance (Employer Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave.

• Flexibility

  : Hybrid Work Model (For most professional roles)

• Training:

  Hands-On, Team-Customized, Mentorship

• Extra Perks:

  Free Cab Transport facility for all employees, One Time Meal provided to all employees as per shift. Night Shift Allowances.

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