IT Service Manager (remote)

IT Service Manager (remote)

Industry

Private
Employment Type
Full-time
Base Salary
$20-$40 Per hour
Working Hours
7
Job Location

 United States

Remote work from: USA
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 service-level agreements (SLAs) for services.
  • Ensures that performance meets the requirements of SLAs and OLAs.
  • Ensures communications to primary business teams on incidents and status updates is delivered.
  • Defines standards for data visualization and presentation principles to ensure effective and impactful communication to management.
  • Develops plans for maintaining data quality to ensure accurate reporting.
  • Ensures that any changes to the service follows the current change management work practice.
  • Evaluates and assesses risk as part of the life cycle analysis of the service.
  • Communicates risks to IT leadership providing and recommending risk mitigation plans.
  • Directs risk mitigation planning and execution for specific project risk or overall service delivery risks identified.

Vendor Management:

 

  • Reviews vendor contracts for alignment with desired results.
  • Reviews vendor performance.
  • Identifies and confirms performance problems and notifies contract managers.
  • Supervises and trains vendor resources.

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.

Resource / Talent Management:

 

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  • 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.

What your background should look like

 

  • Requires broad training in fields such Computer Science, IT Management, or MSIS generally obtained through completion of a four-year bachelor’s degree program or equivalent combination of experience and education.
  • Typically requires a minimum of ten (10) years directly related and progressively responsible experience with overall information technologies.
  • Four (4) Years’ experience in managing teams.
  • Three (3) or more years of budgetary responsibility preferred.
  • Holds ITIL, PMP and/or other industry certifications.
  • ERP experience preferred
  • Demonstrated ability to partner and collaborate across organizations to optimize outcomes.
  • Ability to work across multiple groups within IT to ensure end to end performance.
  • Experience in summarizing analysis results and explaining analysis results to others.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Project Management Experience.
  • Service Costing Experience.
  • Excellent written and oral communication skills.
  • Analytical and problem-solving skills.
  • Ability to set and meet deadlines.
  • Ability to work in high-pressure situations.
  • Reporting and data visualization skills.
  • Good organizational skills; attention to detail.

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave.

To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.

 

Schedule

Full time

Salary Range*

$118,000 – 181,720

  • This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

Affiliated Companies:

Affiliated Companies: Amerisource Bergen Drug Corporation

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.