Service Manager

s
Company: AmerisourceBergen
Location: Fort Mill, SC 29715

Apply

Benefits
Pulled from the full job description
  • Paid time off, including vacations and holidays
  • Paid volunteer time off
  • Life insurance and disability protection
  • Pet insurance
  • Employee Stock Purchase Program
Full Job Description
Are you looking to make a difference in a patient’s life? At AmerisourceBergen, you will find an innovative culture that is patient focused and dedicated to making a difference. As an organization, we are united in our responsibility to create healthier futures.
What you will be doing

Under the direction of the Service Owner, the Service Manager role is responsible for services defined in the service portfolio. 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 in order 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 life cycle of IT investments in developing, maintain the service as well as infrastructure and systems.

Strategy/Planning
  • Plans for future changes to the service to meet customer needs.
  • Works with other planning roles, customer relationship managers and capacity planners to forecast demand for each service.
  • Partners with IT, business leaders and other key stakeholders to define opportunities to identify and prioritize projects based on business needs and timetables.
  • Works with leaders to prioritize service improvements.
  • Develops business-focused concepts, including risk, cost-benefit, strategic initiatives, task prioritization.
  • Communicates with IT strategy and architecture teams to understand where their products or services are heading in the general technology.
  • Develops ideas and proposals for new services.
  • Plans for service end of life or retirement.
  • Develops service roadmap(s).
  • Works with RM to ensure that services are reflected in business plans.
  • Builds relationships with service stakeholders, including service recipients, business partners, IT teams, and business relationship managers.
  • Interfaces with all customers regarding service offerings, costs, value propositions, and on boarding processes.
  • Develops customer communications strategy that facilitates and promotes awareness of significant events for a given service offering.
Service Definition
  • Plans for future changes to the service to meet customer needs.
  • Works with other planning roles, customer relationship managers and capacity planners to forecast demand for each service.
  • Partners with IT, business leaders and other key stakeholders to define opportunities to identify and prioritize projects based on business needs and timetables.
  • Works with leaders to prioritize service improvements.
  • Develops business-focused concepts, including risk, cost-benefit, strategic initiatives, task prioritization.
  • Communicates with IT strategy and architecture teams to understand where their products or services are heading in the general technology.
  • Develops ideas and proposals for new services.
  • Plans for service end of life or retirement.
  • Develops service roadmap(s).
  • Works with RM to ensure that services are reflected in business plans.
  • Oversees the development of service-level agreements (SLAs) for services.
  • Leads the negotiating of SLAs and Operational Level Agreements (OLAs) for the service.
Service Cost
  • Works with financial analytical support, analyzing the costs associated with delivering the service and identifying opportunities for improvement.
  • May perform profit and loss analysis.
  • Negotiates with other service managers about the allocation of costs from infrastructure components or services that are shared among multiple services.
  • Defines cost allocation, cost recovery and pricing plan within the overall context of the IT chargeback or pricing model.
  • Ensures cost effectiveness of services provided.
Procurement Planning
  • Identifies and/or approves needs for procurement of new assets to better deliver service capability.
  • Identifies assets that are or will become obsolete and need of retiring.
  • Documents service improvements based on current asset deployment and need to replace/retire older/non-performing assets.
  • Accountable to provide data to populate configuration management database (CMDB) for all configuration items within the owned service(s).
Risk Management
  • Evaluates and assesses risk as part of the life cycle analysis of the service.
  • Communicates risks to IT leadership and RMs providing and recommending risk mitigation plans.
  • Directs risk mitigation planning and execution for specific project risk or overall service delivery risks identified.
  • Defines and directs interaction with governance team.
Vendor Management
  • Reviews vendor contracts for alignment with desired results.
  • Provides advice and counsel to the vendor relationship decision-making and contract development processes.
  • Reviews service provider performance.
  • Identifies and confirms performance problems and notifies Vendor and Contract Management personnel.
  • Escalates and communicated to business stakeholders and Service Owners about vendor performance issues and improvement plans.
Service Performance and Support
  • Defines service attributes such as performance, availability, security, etc. as ascertained through engagement with the relationship management and business user groups.
  • Drives in internal service review meetings with IT teams.
  • Ensures that performance meets the requirements of SLAs and OLAs.
  • Develops and maintains performance dashboards, and scorecards in order to quantify and measure outcomes and to identify persistent problems.
  • Reviews the service to ensure the delivery is in line with the business and IT strategy.
  • Creates the service improvement plan which lays out the ways in which the service needs improvement in the context of its overall position in its life cycle.
  • Ensures communications to primary business teams on incidents and status updates is delivered.
  • Ensures that any changes to the service follows the current change management work practice.
What your background should look like (minimum qualifications)

  • Bachelor’s degree in Information Science and Technology, Business Administration, Computer Science, or a related discipline, or equivalent work experience.
  • Typically requires a minimum of seven (7) years experience in information technology and business/industry work experience. This includes at least four (4) years of leadership experience.
  • Three (3) or more years of budgetary responsibility preferred.
  • Experience in service design, delivery, and/or enhancements.
  • 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.
  • Knowledge of the cost basis for the service.
  • Working knowledge with ITIL process; ITIL foundation certification preferred.
  • Excellent written and oral communication skills.
  • Excellent listening and interpersonal skills.
  • Strong leadership skills.
  • Good organizational skills; attention to detail.
  • Experience in summarizing analysis results and explaining analysis results to others.
  • Excellent presentation skills.
  • Highly self-motivated and directed.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Experience working in a team-oriented, collaborative environment.

What AmerisourceBergen offers

We offer competitive total rewards compensation. Our commitment to our associates includes benefit programs that are comprehensive, diverse and designed to meet the various needs across our associate population.
  • Healthcare for associates and eligible dependents, same-sex and domestic partners
  • Paid time off, including vacations and holidays
  • Paid volunteer time off
  • Life insurance and disability protection
  • Pet insurance
  • Employee Stock Purchase Program
  • Retirement benefits and more…
Throughout our global footprint and various business units, we take a balanced approach to the benefits we offer. Many benefits are company-paid, while others are available through associate contributions. Specific benefit offerings may vary by location, position and/or business unit.
About AmerisourceBergen

AmerisourceBergen is a publicly traded Fortune 10 global healthcare solutions company and is one of the world’s largest pharmaceutical services companies. Powered by our associates around the world, we provide pharmaceutical products and business solutions that improve access to care. We operate the backbone of the healthcare supply chain. We drive the future of local care delivery. We guide medical innovations to market. We create healthier futures.
Primary LocationUnited States-South Carolina-Fort Mill

1799 Innovation Point 1799 Innovation Point Fort Mill 29715

OrganizationIT

JobInformation Technology Jobs

ScheduleFull-time

Equal Opportunity Employer/Minority/Female/Disability/Veteran