Accountable for ensuring service excellence throughout the service lifecycle for assigned services. The areas of discipline for this position cover Legal and Compliance functions. The scope of work includes involvement in service design activities during projects (i.e., create/evolve stages), ensuring adherence to best SDLC/ALM practices, establishing a robust governance model (i.e., data policies, vendor management, KPIs, SLAs, etc.), achieving full compliance with operational and quality management procedures, and executing routine reviews with business service owners and/or stakeholders. Success is determined by achieving KPI targets in the areas of service availability, quality, performance, efficiency/cost, and customer satisfaction.
Essential Duties & Responsibilities:
Ensure excellence in process execution across all operational processes (e.g., incident, problem, change, configuration, etc.) related to the service.
Continuously improve the customer experience by maturing operations through automation, self-service, and shift-left approaches.
Track licensing, users, and 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 issues and achieve delivery of service excellence.
Solicit and monitor customer feedback and respond with actions that drive continuous improvement.
Ensure documentation that is relevant to the service is maintained in a meaningful and accessible manner. This includes system documentation, requirements and test scripts, knowledge articles, and configuration and organizational information, emergency contacts / call lists, etc.
Monitor vendor performance against agreed expectations (i.e., contract).
Quarterly vendor meetings to review expectations and performance.
Lead efforts to rebuff contracts with adjusted expectations as appropriate.
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.
Advises on the available standards, methods, tools and applications relevant to own area of service and can make appropriate choices from alternatives.
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.
Analyses, designs, plans, executes and evaluates work to time, cost and quality targets.
Assesses and manages risk.
Communicates effectively, both formally and informally.
Facilitates collaboration between stakeholders who have diverse objectives.
Takes initiative to maintain skills and awareness of developments in the industry.
Maintain awareness of pending and active projects that may or will impact the HR/Finance 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. This includes:
Ensuring a robust SDLC is followed (see SDLC).
Critical documentation is made available, maintained, and made accessible to pertinent audiences.
Support and maintenance tools and resources are budgeted and provisioned/acquired.
A priority is placed on targeting self-service and service desk as fulfillment options for support activities where possible.
Routine maintenance activities are minimized or automated.
Minimize build-to-run transition by ensuring a customer experience centered approach to the service design and delivery.
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.
Ensure source code and other solution artifacts are stored in a versioned repository.
Ensure design and code reviews are executed to confirm adherence to quality standards.
Ensure due consideration is given to implement automated build, deployment, and test activities. Where automation is not tenable, ensure justification is documented with any plans and timelines to remediate.
Education & Special Trainings:
Qualifications & Experience:
7+ 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
Strong critical thinking / problem solving skills
Demonstrated experience leading service operations and service delivery (build) teams. Experience with one or more implementations of the Agile methodology and devops practices preferred.
Knowledge of enterprise learning management and contract management systems is required.
Knowledge of legal hold notice and legal services procurement solutions is preferred.
Physical & Mental Requirements:
Ability to lead on and off-shore technical teams in a matrixed organization.
Excellent oral and written communication skills.
Autonomy: Works under broad direction. Work is often self-initiated. Is fully accountable for meeting allocated technical and/or project/supervisory objectives. Establishes milestones and has a significant role in the delegation of responsibilities.
Influence: Influences organization, clients, suppliers, partners and peers on the contribution of own specialism. Builds appropriate and effective business relationships. Makes decisions which impact the success of assigned projects i.e. results, deadlines and budget. Has significant influence over the allocation and management of resources appropriate to given assignments.
Complexity: Performs an extensive range and variety of complex technical and/or professional work activities. Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts. Understands the relationship between own specialism and wider client/organizational requirements.
Work From Home: No
Travel Percentage: Up to 25%
Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer M/F/Veteran/Disability.
Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.