at AMERISOURCEBERGEN SERVICES CORPORATION in Romeoville, Illinois, United States
Job Description
Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!
What you will be doing
The IT Service Manager leads individual projects of small to medium scale and ensures day to day performance and achievement of the KPIs for the owned Service(s). This role has overall accountability for defining the service, ensuring services are delivered in accordance with agreed customer requirements, ensuring the services continue to meet or exceed customer expectations, monitoring services to ensure it meets agreed upon levels, working with customers and business partners to consistently evaluate the services and strategize and plan future offerings/capabilities as part of the service to continually grow the service and managing the service lifecycle. Services must evolve to continue to meet the needs of the customer and respond to technological changes and advances. The service lifecycle is the overall framework used to identify, define, manage, and retire IT services. This role is also responsible for maintaining the IT Service Portfolio and Catalog. They are responsible and accountable for managing and leveraging the entire service life cycle. This role supports one or more highly complex business processes, requiring design or integration of technical solutions that may cross multiple functions of the business.
Business and IT Strategy:
Plans for future changes to the service to meet customer needs.
Builds relationships with service stakeholders, including service recipients, business partners, IT teams, and business relationship managers.
Partners with IT, business leaders and other key stakeholders to define opportunities to identify and prioritize projects based on business needs and timetables.
Leads the assessment of client needs utilizing a structured requirements process (gathering, analyzing, documenting, and managing changes) to prioritize immediate business needs and recommends options, risks, and cost vs. benefits.
Develops business-focused concepts, including risk, cost-benefit, strategic initiatives, task prioritization.
Develops service roadmap(s).
Interfaces with all customers regarding service offerings, costs, value propositions, and onboarding processes.
Develops customer communications strategy that facilitates and promotes awareness of significant events for a given service offering.
Governance / Policies, Processes & Standards:
Contributes to the development of policies, work instructions and standards for operational processes.
Develops business-focused concepts, including risk, cost-benefit, strategic initiatives, task prioritization.
Performs analysis to assess quality and meaning of data.
Ensures team compliance to policies, work instructions, and standards.
Process Improvements:
Works with leaders to prioritize service improvements.
Drives internal service review meetings with IT teams.
Creates the service improvement plan.
Analyzes current processes and makes recommendations for improvement.
Supports the development and implementation of technologies/ processes that make it easier for customers and suppliers to do business with increased profitability.
Improves training and operational processes and work instructions to increase efficiency and productivity.
Identifies training needs for end-users and the internal training organization.
Creates and contributes to technical knowledge articles.
Documents and reviews solutions to common problems and responses for frequently asked questions.
Finance:
Works with finance, analyzing the costs associated with delivering the service and identifying opportunities for improvement.
May perform profit and loss analysis.
Ensures cost effectiveness of services provided.
Provide cost, labor, time estimates and transition plan for assigned projects.
Understands department budget and participates in managing the budget.
Understands service costing and ensures procedures are followed to stay within budget.
Service Performance and Support:
Reviews the service to ensure the delivery is in line with the business and IT strategy.
Defines service attributes such as performance, availability, security, etc. as ascertained through engagement with business user groups, stakeholders, and IT Support Teams.
Accountable to provide data to populate configuration management database (CMDB) for all configuration items within the owned service(s).
Defines KPI's and measures and ensures standard reporting.
Oversees the development of... For full info follow application link.
Equal Opportunity Employer/Minority/Female/Disability/Veteran
