Manager, IT Supplier Management

Work Flexibility: Hybrid or Onsite

The Manager, IT Supplier Management is responsible for managing and providing assurance that IT Suppliers are delivering to their contractual commitments. This resource will work with Service Delivery Managers, Suppliers, Procurement, Finance and Legal throughout the entire relationship with a supplier who is performing run/support or build activities.

What you will do:

• Facilitates and maintains relationships between Suppliers and internal resources, including IS stakeholders and executive leadership.
• Responsible for ensuring compliance to commitments, deliverables, obligations and SLA agreed to in contracts.
• Responsible for setting up an end-to-end Performance Management Framework to enable end-to-end SLA reporting over several providers and contracts, Defines and maintains KPI’s and SLAs and monitors the Service delivery against the agreed targets.
• Reviews, validates and approves Service Level Calculations and Reports from Providers including periodic earn backs for Critical Service Levels.
• Maintains and tracks status of all services engagement-related issues from initiation through resolution. Types of issues include contract, invoice, service issues, and other issues that may arise in the relationship.
• Provides an avenue to capture and facilitate the resolution of issues in a consistent/structured way, encouraging issue resolution at the lowest levels of the organization, and escalation following a pre-defined path.
• Partners with Finance to confirm accurate monthly invoicing, including credits and earn backs due to performance misses.
• Conducts 360 Degree Relationship surveys to ensure satisfaction of service delivery and alignment of suppliers to Stryker roadmap and Runs monthly Management Committee Meetings for reviewing end to end supplier performance.

What you will need:

• Minimum 12 years experience in managing/engaging with Suppliers
• 5 to 10 year’s work experience in Service Delivery, Contracts, IS or Regulatory Compliance role
• Perspective, Conflict Management, and Negotiating Skills are required.  Must be able to look toward the broadest view of an issue to evaluate potential compliance solutions and alternate avenues of achieving compliance where appropriate.
• Must have excellent written and oral communication skills to negotiate contracts and manage difficult situations
• Strong Customer Focus is required in order to define and meet the expectations of customers and project timelines.
• Must be able to work as an individual contributor
• Must be able to lead in a Matrix environment

Travel Percentage: 10%