Responsibilities:
• Work with internal & external stakeholders in IT, vendors & business to collaboratively develop and drive the strategy & roadmap for the services in scope. Understands service requirements, components, and setup to drive continuous service improvements.
• Take ownership of the Active Directory services service level agreements between stakeholders and the customer which details the parameters of the data center services to be provided. Involved in and manages incident, problem, and change management for service on day-to-day basis as per defined SLAs. Ensures root cause analysis and permanent fix for problems.
• Take ownership and deliver operational level agreements (OLA) with departments internal to the service provider detailing the provision of certain elements of a service.
• Drive service team to establish and agree development priorities and development work.
• Communicate, influence and work with stakeholders and executives both inside and outside of SHS IT to ensure the broadest
• Act as go-to point for Active Directory services and advise various internal, partner and customer teams on Active Directory services. Coordinates communication among internal and external support staff.
• Contribute to regional and global projects, influencing, building, and maintaining relationships, collaborations, and partnerships with internal and external stakeholders.
• Responsible for day-to-day management of tasks and processes related to service & its deployments
• Ensures and participates ITIL process execution including Asset, incident, change, problem, configuration, release, and knowledge management
• Provides operational leadership and expert knowledge to internal customers to assist their IT related challenges. Serves as the point of escalation (notification) for major incidents
• Maintains updated service documentation as per ITSM framework of SHS IT
• Provide senior management and service stakeholders required, weekly, monthly and quarterly reports related to service performance, SLAs etc.
• Travel as needed to engage with internal and external stakeholders to oversee day-to- day operations as well as to ensure service delivery in alignment with SHS IT strategy.
• Responsible for ensuring service governance related to security, costs, data protection, legal, export control & customs, legal etc. requirements.
• Participates in internal service review meetings (within IT & with business) & supplier management meetings.
Required Knowledge/Skills, Education, and Experience:
• Bachelor’s degree in engineering, computer science or a related field with 13+ years of total work experience
• Strong knowledge of all ITIL processes and demonstrable mandatory experience of 7+ years in IT service delivery in a global organization across continents
• Passionate about technology with demonstrable experience of delivering services that meet the business need and are delivered in accordance with agreed business requirements, and managing the service lifecycle
• Basic understanding of compute, storage, network, security, and datacenter technologies (on-prem and Cloud
• Good knowledge of Active Directory and Azure AD
• Familiarity with Healthcare standards FDA, HIPPAA, Part 11 etc. and data protection laws like GDPR etc.
• Preferred knowledge of financial processes including forecasting, budgeting & accounting skills.
• Self-directed, proactive, work on own initiative with a best practice approach. Pragmatic problem solver. Able to articulate technical issues in terms of business risk and opportunity. Strong team player prepared to work flexibly across a matrix organization.
• Strong communication and interpersonal skills and a strong professional ethic when dealing with customers.
• Able to negotiate and resolve conflicting priorities and to influence senior executives
• Able to assimilate information from multiple sources and to disseminate effectively to customers and colleagues.