Senior Manager, IT Service Delivery @ Becton Dickinson India

Primary responsibilities will include:

• Service Delivery Operations

• Direct oversight of th e global BD Service Desks and management of up to 200 resources . Ensure best practices for service delivery, productivity, quality and efficiency while delivering high customer satisfaction by meeting or exceeding Service Level Agreements (SLAs)

• Research emerging products, services, protocols and standards in support of service desk technology improvement and development efforts

• Manage key strategic partner performance metrics and continuous improvement programs

• Partner closely with legacy BD Tower leads to drive cross tower improvements, share best practices and model a user first approach to core IT operations

• Develop and deliver regular Support/ Service Scorecard for leadership and key stakeholder , to highlight support performance

• Service Delivery Continuous Improvement

• Lead and drive Continuous Improvement (CI) projects and activities to meet operational objectives including shift-left , cost improvement projects and value stream improvements.

• Drive and implement automation (technology, process) into traditional service desk operations. Work closely with the Automation COE and partner organizations to identify areas of opportunity to drive down ticket volume, increase productivity and reduce delivery times

• D r ive improvements and automation across all Self-Service tools such as Chat and Self-Service Portal. Increase automation and reduce redundancy to enhanc e the associate experience

• Transition repeatable service desk operations into self-service portal requests, automated routing and other approaches supported by our ITSM platforms

• Conduct monthly and quarterly forums with both BD and partner delivery tower leads; drive a standardized reporting mechanism and track quarterly improvements

Experience

• 8 -1 0 years of experience i n Service Desk or IT Support environment

• Experience in Continuous Improvement an asset

• Experience in management

Education

• Bachelor s degree

• An ITIL certification is considered an as se t

Key Competencies

• Exhibits a user first approach to service delivery and develops a metrics drive n culture of continuous improvements to i mprove operations and strategic enablement

• Challenges prevailing assumptions when warranted and suggests better approaches; works to minimize complexity and simplify processes

• Ability to drive operational changes

• Demonstrated ability to reason and deal with ambiguity; can comfortably handle risk and uncertainty

• Makes good decisions, especially under deadlines or pressure situations, based on analysis, experience and judgment

• Listen s well and is flexible to perspectives of others

• Ability to set priorities; e xhibits a bias-to-action and a focus on results

• Communication - Clear and articulate speech and writing targeted to audiences that include senior management and/or outside organizations

Skills

• Ability to influence without authority

• Strong IT knowledge and business strategy experience

• Energetic, action-oriented, positive approach to problem solving and ability to balance multiple projects

• Ability to adjust to a fast-paced environment and turn around deliverables in a short timeframe

• Ability to provide candid observations and alternative solutions on business issues

• Communication and influencing skills across multiple levels, functions, and cultures

• Strong interpersonal and communication skills, ability to interface with senior IT resources

• Knowledge and expe rience with IT project delivery; Knowledge of project management methodologies, tools and best practi ce