Senior Manager, Infrastructure, EDT

About the role

Stryker is looking for a Senior Manager, Infrastructure, EDT in Tokyo. The role leads the Deskside and Service Desk services in line with the IS Business Partners, supports business strategy together with Global IS, drives key programs and IS services across the APAC region, and supports operations and Stryker's growth across GQO and Commercial locations in APAC. Work flexibility is hybrid or onsite.

Key responsibilities

• Join the IT leadership team for EUS in APAC and ensure day-to-day Deskside and Service Desk services are delivered efficiently and cost-effectively
• Build relationships with site leadership, business stakeholders and other service delivery functions, and engage with BPSs and Deskside managers to meet service levels
• Manage service providers for Deskside and Service Desk across APAC and partner with regional service delivery managers to drive global efficiencies
• Develop and coordinate reporting and communications to the end user, and lead the Service Delivery Support Services team for the division
• Implement corporate IS standards for hardware and software at region/business area level and ensure regional teams follow them
• Advocate for Stryker's IS service management processes and harmonize desk-side support, Service Desk and IS service management
• Lead discussions on IS hardware and software projects, drive value creation and customer satisfaction, and act as liaison between IS and the business
• Develop and provide metrics to track value delivery, and identify improvements to Deskside and Service Desk services
• Work with the Corporate Information Security Officer on IS security compliance, and comply with regulations such as IS Global Change Control, computer systems validation, SOX and IS project management standards
• Transform the service into a more agile, automated, customer-centric function, interpret operational needs, manage teams to deliver agreed SLAs, and collaborate with Service Desk and Deskside teams

Required profile

• Bachelor's degree in Information Technology or equivalent
• At least 13 years of professional experience in IT/IS and/or a business discipline
• Preferred: people and/or service provider leadership experience
• ITSM certification is required
• Experience leading in a matrix organization, with strong communication, negotiation, analytical and organizational skills

Required skills

• Knowledge of and/or experience with various IS systems (manufacturing, RA/QA, commercial, R&D) and/or infrastructure
• Extensive knowledge (5+ years) of medical devices and/or pharmaceutical industry, with basic knowledge of adjacent areas
• Commitment to customer service