IT Service Manager (remote)

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

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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.

IT Service Manager (remote)

 

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.

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.

IT Service Manager (remote)

Communications:

  • Communicates organization information through department meetings, one-on-one meetings, and other communication vehicles.
  • Develop and deliver leadership service reviews.
  • Facilitates collaboration between IT and the Business.

IT Service Manager (remote)

Resource / Talent Management:

    • Seeks opportunities for coaching/mentoring for team members.
    • Works with manager to establish measurable individual and team objectives that are aligned with business and organizational goals.
    • Works with management on performance management, career development, training, reward and recognition, and retention requirements within the team.
    • Documents and presents performance assessments.
    • Provides performance feedback to associates and leadership.
    • Engages manager to assist with team performance issues.
    • Provides technical leadership coaching and mentoring to team members.
    • Meets regularly with team to gather work statuses.
    • Identifies training opportunities for team members.
    • Administers corrective actions when warranted.

IT Service Manager (remote)