It Service Delivery Manager - Plm

Why join Stryker?

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Who We Want

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.

Compliance-focused orchestrators. Managers who carefully oversee people, processes, and deliverables to ensure compliance with company policies and procedures

Collaborative partners. People who build and leverage cross-functional relationships to bring together ideas, information, use cases, and industry analyses to develop best practices.

What You Will Do

As our IT Service Delivery Manager - PLM you will be accountable for ensuring service excellence throughout the service lifecycle for assigned category of services.  The scope of work includes oversight of service design activities during projects (i.e., create/evolve stages), SDLC/ALM practices, a robust governance model (i.e., data policies, vendor management, KPIs, SLAs, etc.), operational and quality management procedures, and routine reviews with business service owners and/or stakeholders.  Additionally, recruitment, selection, and retainment of a highly engaged team is a focal responsibility.  Success is determined by customer feedback and achievement of KPI targets in the areas of service availability, quality, performance, efficiency/cost.

The IT Service Manager is the primary point of accountability for management and delivery of quality service for the PLM(s) system platforms, including but not limited to onePLM, Windchill PLM(s), Oracle Agile PLM, MasterControl, Arena and other systems within the PLM tower.

The role will work closely with the vendor to ensure the successful onboarding & offboarding of applications within the application portfolio. The role will also work closely on hypercare support with the introduction of new releases and site deployments and extensions.

Essential duties & responsibilities:

• Ensure excellence in process execution across all operational processes (e.g., incident, problem, change, configuration, etc.) related to the service.
• Leads continuous improvement initiatives to mature operations and increase visibility into service performance.
• Oversees license and user management activities and reviews usage levels to ensure continuous compliance with contractual agreements and efficient use of the service per funded usage levels.
• Ensure monitoring of services and related aspects of the service offering (e.g., support procedures) is in place to proactively identify and remediate is
• Establish and monitor service KPIs.  Publish metrics to IS leadership and service stakeholders.  Review performance, issues, roadmap, and other relevant details on a routine (quarterly at minimum) basis.
• Takes customer requirements into account when making proposals.  Analyses requirements and advises on scope and options for continuous operational improvement. Demonstrates creativity and innovation in applying solutions for the benefit of the client/stakeholder.
• Maintain awareness of pending and active projects that may or will impact Manufacturing Automation team or services.
• Champion service and support preparation and initialization in projects.  Push for quick adoption of project execution strategies that produce highly maintainable services with low TCO. 
• Ensure requirements and test scripts are clearly documented in clear, meaningful language, well organized for continuous maintenance for the life of the service, and accessible by relevant support resources.

What You Will Need

• Bachelor's Degree from an accredited university required; Bachelor’s degree in the areas of Computer Science, Engineering, Information Systems, Business, or equivalent field of study preferred. 
• ITIL Foundations v3 certification preferred
• Strong application and systems understanding of Global system management of TrackWise.
• Excellent understanding of Computer Systems Validation, GMP and 21 CFR Part 11
• Lean Six Sigma certification / experience desired
• At least 8 years of experience in the field or in a related area required.
• Strong communication and relationship skills.
• Demonstrated ability to lead through influence.
• Demonstrated ability to manage and execute competing priorities in a fast-paced environment​
• Demonstrated experience leading service operations and Service Delivery (build) teams.  Experience with one or more implementations of the Agile methodology and devops practices preferred.
• This is a hybrid role that will need to be onsite fairly regularly in Portage, MI or Mahwah, NJ.

Our 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
About Stryker
Stryker 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.
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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.