This IS Service Lead will be responsible for delivery excellence for Stryker's IS services for digital marketing including the roadmap, strategy, and delivery of the Stryker.com, marketing microsites, relevant mobile applications.
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:
Responsible for contributing to 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 according to funded usage levels.
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.
Maintain awareness of pending and active projects that may or will impact the Sales Operations 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.
Ensure roadmap for service is defined and communicated with stakeholders using their inputs and demand as drivers.
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.
Ensure proactive root cause analysis and corrective and preventive measures are implemented to ensure delivery of an exceptional service.
Monitor vendor performance against agreed expectations (contractual or otherwise) including regular vendor meetings to review expectations and performance.
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.
Education & Special Trainings:
Qualifications & Experience:
At least 7 years of experience in the field or in a related area required.
Experience with Adobe Experience Manager preferred.
Experience in the development and delivery of enterprise software applications
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 ability to coordinate and drive execution of tasks with geographically diverse teams.
Strong critical thinking / problem solving skills.
Physical & Mental Requirements:
Works independently without supervision.
Strong team player.
Ability to lead on and off-shore technical teams in a matrixed organization.
Works effectively with cross-departmental teams.
Excellent oral and written communication skills.
Ability to self-direct work efforts, meet deadlines, and produce consistent high-quality work.
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.