Manager, Information Systems

Why Us?

We want the best and brightest people to help us achieve our mission to develop and deliver life-enhancing products through focused execution. Our nearly 3,000 global team members understand the important role we play in delivering healthcare and are dedicated to supporting each other as we work to bring the best treatments forward. Our shared values of Integrity & Quality, Innovation, Drive, Collaboration and Empathy guide our team and enable us to deliver upon our vision of helping everyone we serve live their best life.

Job Description Summary

The Manager, Information Systems is accountable for ensuring excellence in providing End User IT services to internal customers through service development, transition, and operations. The individual will ensure that service objectives and operational outcomes are achieved and will drive ongoing improvements in service operations performance. This role leads a team that is the face to our internal users and handles all direct IT Support for the user community. The support team will be comprised primarily of Internal resources with supplemental External Resources, which will require oversight to ensure all company policies and processes are followed. Additionally, guidance and direction will be set and communicated to site IT management regarding End User Support processes.

Job Description

Division Call Center and Service Depot

Oversee the operations of the Division User Support Call center and Service Depot.

• Manage deskside support activities to ensure services are effective and efficient.
• Collaborate with the Director of Infrastructure and Operations in setting strategy for staffing utilizing employees and/or managed services.
• Identify and implement self-service solutions for the users.
• Conduct user focus groups to obtain productive feedback regarding IT services and performance for areas across the IT department.
• Create and conduct IT surveys to end users, interpret the results and work with Director of Infrastructure and Operations on department-wide improvements.

IT Site Management

Oversee Site IT and Managed Services for all corporate offices, distribution centers, and non-staffed plant locations to ensure IT services are delivered effectively, efficiently and to the business customer’s expectations.

• Assure functions are current and operate within Service Level Agreements.
• Anticipate and identify issues that can inhibit service performance and develop and implement preventive and corrective actions.
• Manage external service provider(s) to assure SLA’s are attained to ensure effective and efficient IT services are delivered. This includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks.
• Ensure enhancements and projects follow IT change management guidelines to ensure all required information is available to support changes.
• Provide leadership, prioritization, and communications for critical incidents which impact services.
• Coordinate communication for end user impacting system changes and outages.

Governance

• Assist Director of Infrastructure and Operations with M&A activities related to this functional area.
  • Gather information, set Day 1 and Day 30 strategy.
  • Develop project plan for people integration and site closures.
  • Develop ongoing staffing plan and budgets for sites remaining open.

• Set Division Client Computing Standards
  • Coordinate monthly standards discussion board.
  • Communicate standards to division team.
  • Enforce standards and monitor for compliance.
  • Meet with vendors and keep abreast of roadmap changes to stay ahead of technology changes.
  • Monitor end of life dates for software and hardware support, set new standards and drive compliance.
  • Develop and maintain PC images and manage equipment/part inventory.
     
• Oversee client software licensing

• Annual validation of licenses.
• Negotiate upgrades with vendors as newer versions of software are introduced.
   

• Lead System Outage Action Team

• When a system outage occurs:

• Invoke outage procedure.
• Coordinate Communications to Users and IT Management.
• Hold Status Calls.
• Open outage resolution working call.

Communication

• Manage IT Intranet/SharePoint sites to enhance the experience for our users and IT staff.
• Manage the ticketing tool to allow for ease of operation for users and staff, providing self-service opportunities and intuitive solutions.
• Escalate issues to the proper level of management within IT and the Business functions.

Strategy

Re-align IT services to the changing business needs by identifying and implementing improvements to IT services that deliver business outcomes.

• Drive service improvement plans that optimize the cost of IT Services while taking into account quality and risk factors.
• Monitor and continue to improve upon SLA’s, KPI’s, partner satisfaction, and service delivery outcomes.

Financial Management:

Optimize the cost of IT Services while taking into account quality and risk factors.

• With an understanding of TCO, operate department to determine the proper balance of internal resources, temporaries, and managed services.
• Directly manage User Support purchases including the annual laptop purchases.
• Indirect oversight for costs paid by the business for optional services, such as iPads, mobile phones, pc accessories.

Technical:

• Provide desktop technology architecture, design, and support.
• Provide technical leadership for workstation imaging, management, and software deployment systems.
• Provide technical ownership of the ITSM software system.

Education / Experience / Skills / Competencies:

• Bachelor’s Degree in Management, Engineering, or Computer Science.
• 10+ years experience required in the following:
  • Information Technology focused on End User Services.
  • Developing, governing and managing both internal teams and third party service providers, which include staffing, budgeting and support process development.
  • Managing an IT User Support Call Center working with both internal and managed service providers.
  • Managing projects for global deployment of hardware and software.
  • People management experience for individual contributors.
• Proven experience in delivering continuous process improvements through process change and new technology 
• Experience working in ITILv3 service methodology.
• High-level knowledge of business functions, IT computing needs and the ability to convert that knowledge into top service levels to the user community.
• Proven competence to deliver IT End User services within the ITIL framework.
• Competent in ITIL strategy formulation and process design.

• Ability to measure and communicate key performance metrics for IT services and analyze data to discover opportunities for service improvement and market growth.
• Strong influencing and relationship building within all levels of IT and Business Stakeholders.
• Strong oral and written communications.  English required.

This role reports to the Director, Infrastructure and Operations and leads a team.  This individual interacts at all levels in the organization.

• This role is located in an office environment.
• Periodic travel is required.
• This is a St. Louis based position.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.

EEO Statement:

We comply with all applicable federal, state, and local laws prohibiting discrimination and harassment, and provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or genetic information, or any other classification protected by federal, state or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.