Sr. Manager IT Service Relationships BI\ERP
Vernon Hills, IL
Req ID 46451BR
Business Title
Sr. Manager, IT Service Relationships, BI/ERP
Business
Global Information Technology
Sub-Business
Medical Products Support
Country
US
State/Province
Illinois
Location of Position
Vernon Hills, IL
Shift_
1st
Job Description
Sr. Manager, IT Service Relationships, BI/ERP
Baxter - Vernon Hills, IL
This position is a Senior Service Relationship Manager role in our Application Run Organization (ARO).
As a Sr. IT SRM, you'll lead a focused outsourced application support team in the delivery of services for our enterprise ERP and BI applications to a broad audience. You'll own key business relationships, interface with the application development team, manage commitments, provide appropriate escalation, and deliver a stable, scalable, managed service.
Key experiences and attributes:
• Comprehensive understanding of ERP/Business Intelligence IT systems, JDE and Cognos experience desired
• Previous experience leading an IT operational team
• Experience managing third-party vendors providing IT services
• Ability to partner with the business and across IT teams (external/internal teams)
• Strong influencing skills
• Critical thinking and problem solving skills including the ability to deal with ambiguity and complex systems environments
• Outstanding presentation, communication, and teamwork skills
• ITIL certification is desirable
• Bachelor's degree in Computer Science or related field or equivalent experience required, including 7 plus years in a technical environment, and 5 years in a leadership role
Detailed Summary:
Deliver daily application support management and oversight for all Global/US Supply Chain/ERP/Medical Products applications. Manage all activates of internal/external resources within the group or service delivery area. Ensure strategic and tactical plans are met. Responsible for Contract Budgetary process, commitments and forecast. Ensure compliance and regulatory requirements are met. 2011 responsibilities will be specific to successfully transitioning JDE 8.12 US go-live from the project team to the outsourced application run organization (ARO).
Overall Responsibilities:
This Position must demonstrate strong systems knowledge, relevant business knowledge, require limited direction, give significant direction, handle highly complex problems, possess extensive knowledge of policies, standards and procedures. This position must also demonstrate strong communication and interpersonal skills.
Daily Responsibilities:
•Ensure that systems, processes and methodologies as specified in the Baxter's Corporate Quality procedures for Computerized Systems are followed from a compliance and quality perspective.
•Work with outsourced provider to meet or exceed defined service level agreements (SLA's) related to contracted services.
•Determine and manage priorities, timelines and schedules.
•Interact regularly with Global IT (GIT) Business Relationship Managers to understand end users businesses and to anticipate the needed IT support.
•On-board new support requirements from Plan/Build organization successfully to outsourced provider. Ensure quality (design walkthroughs, test results, etc) and adherence to processes, standards, and regulatory.
•Work with other IT Service Delivery Managers to ensure consistent support processes, share lessons learned, and work towards best practices
•Develop action plans for service improvement based on metrics review
•Provide reports to an agreed schedule (or on request), including management and service performance reports.
•Attend and participate in service review meetings, areas covered will include performance reports, service improvements, quality and processes.
•Facilitate appropriate training to ensure services of applications are not compromised.
•Participate in the research, analysis, selection and implementation of new tools, technologies and/or services.
Job Requirements
•Comprehensive understanding of Supply Chain/ERP IT systems, JDE experience highly desired.
•Strong understanding of the Baxter Healthcare Business or strong business knowledge of Supply Chain functionality.
•Previous experience working in an IT support management capacity.
•Experience managing third-party vendors providing IT services.
•Ability to partner with the business and across IT teams (external/internal teams).
•Strong verbal and written communication skills
•Ability to accomplish results through others.
•Posses strong influencing skills
•ITIL certification is desirable.
•Leadership and budget experience required. Education Required
Bachelor's degree in Computer Science or related field or equivalent experience required, including 5 plus years in a technical environment.
Doing Work that Matters
Baxter provides its employees with comprehensive compensation and benefits. To view additional opportunities at Baxter and to learn more about the company, please visit our Web site at company website. EOE M/F/D/V.
