Software Service Delivery Manager

Software Service Delivery Manager

Do you want to spend your working time making a difference in the world around you? Are you passionate about supporting the medical and pharmaceutical industries? Do you care about keeping patients and people safe? If so, a career with Steris could be a great fit for you.

At STERIS we are a leading global provider of products and services that support patient care with an emphasis on infection prevention. Our mission is to help our customers create a healthier and safer world. Working at STERIS, you GROW, LEARN and MAKE A DIFFERENCE.

The Software Service Delivery Manager oversees a team of 5-10 Application Support Specialists (Tier 1 through 3) who support international customers, resellers, and internal business partners using a variety of STERIS Sterile Processing Workflow software packages.

The position manages all team members and coordinates team activity to ensure Customer technical support and project support are provided on time, meeting internal and Customer expectations, metrics and SLAs.

The role works with cross-functional Customer-facing teams and the Technical Support team to coordinate projects, implementations, incident management, Customer and business initiatives and escalations. Some activity occurs during off hours, and this role coordinates this activity to ensure that staffing is available 24/7 to support the activity, and backup is available if needed.

This role manages high-risk, challenging, sensitive or escalated incidents and projects to ensure successful outcomes. Additional responsibilities include training and coaching team members to ensure proficiency, monitoring team member performance, documenting processes, procedures and work instructions, communicating with other key business leaders about risks, challenges and opportunities, and ensuring the support team has all resources needed to perform their responsibilities effectively and efficiently.

What's Involved

Manages Technical Support sub-team (50%)

• Coordinates team activities to ensure resources are available to meet needs
• Assigns projects, follow up and escalations to maximize team efficiency
• Assigns and coordinates required after-hours work, rotations, and coverage
• Identifies improvement opportunities
• Coordinates with other teams to ensure Customer satisfaction and operational efficiency
• Supervises team members to achieve their individual goals and objectives

Provides ultimate escalation for critical or sensitive issues or Customers (30%)

• Oversee follow up and resolution for escalated issues
• Interface with Customers on high-profile, sensitive, or complex incidents or accounts
• Communicates with key business leaders about Customer satisfaction issues
• Provides backup and/or resources for team members encountering challenging situations
• Participates in backup support where necessary for after-hours support

International Business Development (10%)

• Support the international business development team in the creation of a support channel for each new international market being developed.
• Create a plan for the incubation, growth, and eventual integration of emerging markets to eventually be supported by the global support team and their standard processes.

Equips team to accomplish work efficiently and effectively (10%)

• Writes, reviews and updates processes, procedures, and work instructions
• Monitors work done by team and ensured quality of outcomes
• Reports out on metrics of team performance
• Ensures complete documentation of project and incident work

Required Experience

Bsc in business, computer science or closely related field.

Good understanding of the practical deployment of ITIL/ISO20000 Service Management best practice or similar. Governing incident, problem, change and technology systems management.

6+ years' experience of operating a technical support function internationally, covering time critical support operations in a Customer software delivery service.

Good grounding in current Microsoft Technologies both desktop and web (.net), understanding of network and infrastructure.

Understand of Microsoft SQL database technologies and SQL scripting.

Experience of multi-channel technical support including telephone, web chat, email and self-service support tools.

Proven track record operating excellent Customer service, proven through clear service metrics and Customer feedback.

Ability to work with a cross section of technical and non-technical stakeholders, proficient in communicating requirements and clear expectations.

Experience of operating technical training of service teams and maintaining technical knowledge bases.

Required Skills

Strong ability to define

Proactively drive service improvements.

Background in IT Service Management within a large organization is preferred.

Experience of healthcare software, regulations and governance desirable

Strong systems and technical experience.

Experience of managing external service providers.

Able to work proactively and plan, organize and manage own workload.

Project and influencing skills in addition to personal drive and results orientation.

Strong communication skills and able to deal professionally with people at all levels.

Ability to coach and mentor staff.

Equal Opportunities

STERIS plc provides employment and advancement opportunities without regard to age, disability, gender reassignment, marriage or civil partnership, pregnancy and maternity, race, religion/belief, sex (gender), sexual orientation or any other legally protected characteristic as defined by UK employment law. The Company bases all employment decisions on merit, qualifications, skills, and abilities with the intention that the best candidate is selected for each position.