IS Senior Service Lead, PLM
Allendale, NJ

Job Description

Job Description

IS Sr. Service Technical Lead - PLM summary:

The IS Sr. Service Technical Lead is accountable for PLM platform governance to ensure PLM systems are in line with industry best practice. This role will lead the design and build for enhancements and releases to ensure regulatory and other business critical requirements are met with existing OnePLM deployments. The role will also include deep understanding of upstream and downstream systems to ensure end to end service meets expectations. This is a terrific opportunity to serve as a technical and architectural bridge between managed service partner and IS Build teams in the PLM space.

The IS Sr. Service Technical Lead for PLM will be accountable for service excellence throughout the service lifecycle for assigned category of services. The scope of work includes oversight of service design activities during projects (i.e., create/evolve stages), SDLC/ALM practices, a robust governance model (i.e., data policies, vendor management, KPIs, SLAs, etc.), operational and quality management procedures, and routine reviews with business service owners and/or stakeholders. Additionally, recruitment, selection, and retainment of a highly engaged team is a focal responsibility. Success is determined by customer feedback and achievement of KPI targets in the areas of service availability, quality, performance, efficiency/cost.

The IS Sr. Service Lead is the primary point of accountability for management and delivery of quality service for the PLM platforms. The role will develop processes to ensure the PLM platform, OnePLM in particular is governed effectively to ensure scalability to meet the needs of Stryker. This includes developing and implementing an Instance Management Strategy, ensuring good management of Source code, Source Code reviews and well documented code process and adherence.

Essential duties & responsibilities:

Operations

* Ensure excellence in process execution across all operational processes (e.g., incident, problem, change, configuration, etc.) related to the service.
* Leads continuous improvement initiatives to mature operations and increase visibility into service performance.
* Oversees license and user management activities and reviews usage levels to ensure continuous compliance with contractual agreements and efficient use of the service per funded usage levels.
* Ensure monitoring of services and related aspects of the service offering (e.g., support procedures) is in place to proactively identify and remediate issues and achieve delivery of service excellence.
* Solicit and monitor customer feedback and respond with actions that drive continuous improvement.
* Ensure documentation that is relevant to the service is maintained in a meaningful and accessible manner. This includes system documentation, requirements and test scripts, knowledge articles, and configuration and organizational information, emergency contacts / call lists, etc.

Governance

* Ensure technical governance of the PLM portfolio.
* Ensure Instance Mgt strategy is fit for purpose.
* Establish and monitor service KPIs. Publish metrics to IS leadership and service stakeholders.
* Ensure platform is scalable and configured to meet growing customer numbers.

Business Skills

* Advises on the available standards, methods, tools and applications relevant to own area of service and can make appropriate choices from alternatives.
* Takes customer requirements into account when making proposals. Analyses requirements and advises on scope and options for continuous operational improvement. Demonstrates creativity and innovation in applying solutions for the benefit of the client/stakeholder.
* Analyses, designs, plans, executes and evaluates work to time, cost and quality targets.
* Assesses and manages risk.
* Communicates effectively, both formally and informally.
* Facilitates collaboration between stakeholders who have diverse objectives.
* Takes initiative to maintain skills and awareness of developments in the industry.
* Mentors colleagues.

Project intervention

* Maintain awareness of pending and active projects that may or will impact Manufacturing Automation team or services.
* Champion service and support preparation and initialization in projects. Push for quick adoption of project execution strategies that produce highly maintainable services with low TCO. This includes:
* Ensuring a robust SDLC is followed (see SDLC).
* Critical documentation is made available, maintained, and made accessible to pertinent audiences.
* Support and maintenance tools and resources are budgeted and provisioned/acquired.
* A priority is placed on targeting self-service and service desk as fulfillment options for support activities where possible.
* Routine maintenance activities are minimized or automated.


* Minimize build-to-run transition by ensuring a customer experience centered approach to the service design and delivery.

SDLC

* Ensure requirements and test scripts are clearly documented in clear, meaningful language, well organized for continuous maintenance for the life of the service, and accessible by relevant support resources.
* Ensure source code and other solution artifacts are stored in a versioned repository.
* Ensure design and code reviews are executed to confirm adherence to quality standards.
* Ensure due consideration is given to implement automated build, deployment, and test activities. Where automation is not tenable, ensure justification is documented with any plans and timelines to remediate.

Education & special trainings:

* Bachelor's Degree from an accredited university required.
* Bachelor's degree in the areas of Computer Science, Software Engineering, Information Systems, Business, or equivalent field of study preferred.
* Excellent understanding of Windchill functionalities and other PLM systems required.
* Technical leadership in PLM required.
* Excellent understanding of Computer Systems Validation and GXP (i.e. 21 CFR Part 11) required.
* Experience in Java programming required.
* Experience in Windchill product development required.
* Investment in continued education desired.
* Lean Six Sigma certification / experience desired.
* ITIL Foundations v4 certification preferred.

Qualifications & experience:

* At least 7 years of experience in the field or in a related area required.
* Strong communication and relationship skills.
* Demonstrated ability to lead through influence.
* Technical experience with submission of product information to FDA and other regulatory bodies.
* Strong experience of data migrations and thorough understanding of Windchill data models.
* Experience in Windchill technical management is a must.
* Demonstrated ability to manage and execute competing priorities in a fast-paced environment.
* Strong critical thinking / problem solving skills.
* Demonstrated experience leading service operations and service delivery (build) teams.
* Experience with one or more implementations of the Agile methodology and dev-ops practices preferred.

Physical & mental requirements:

* Ability to lead on and off-shore technical teams in a matrixed organization.
* Proven ability to build team cohesion and motivate people.
* Self-motivated and organized with a strong desire to succeed.
* Ability to understand, analyze and report on financial data.
* Excellent oral and written communication skills.
* Excellent problem solving and risk mitigation skills.
* Autonomy: Works under broad direction. Work is often self-initiated. Is fully accountable for meeting allocated technical and/or project/supervisory objectives. Establishes milestones and has a significant role in the delegation of responsibilities.
* Influence: Influences organization, clients, suppliers, partners and peers on the contribution of own specialism. Builds appropriate and effective business relationships. Makes decisions which impact the success of assigned projects i.e. results, deadlines and budget. Has significant influence over the allocation and management of resources appropriate to given assignments.
* Complexity: Performs an extensive range and variety of complex technical and/or professional work activities. Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts. Understands the relationship between own specialism and wider client/organizational requirements.

Work From Home: No

Travel Percentage: Up to 25%

Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer - M/F/Veteran/Disability.

Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.