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IT Program Manager - IT Procurement - (23000DH2)
Description
Careers that Change
We believe that when people from different cultures, genders, and points of view come together, innovation is the result —and everyone wins. Medtronic walks the walk, creating an inclusive culture where you can thrive.
The Enterprise Managed Services (EMS) organization is the single point that centralizes support for managed services supplier relationships. As part of the Medtronic Information Technology Services organization, we are an enabling function that partners with internal customers (Operating Units, Functions, and Regions) to maximize the value of the managed services IT and BPO contract lifecycle and to elevate and sustain managed services supplier performance through active engagement governance.
The Senior IT Program Supervisor – Quality and Governance fills a pivotal role in ensuring the successful partnership with third party vendors. The successful candidate will leverage his/her proven relationship, quality management, communication, content development and program administration skills to support the management of a broad portfolio of managed services engagements. He/she will manage multiple priorities depending on the project, task, and/or issue at hand. He/she will have direct inputs to shape and to improve the vendor management operating framework.
This position reports to the Senior Director, Enterprise Managed Services.
A Day in the Life
- Operations and Performance Management Quality
- Support the monthly, quarterly, and annual service performance management governance forums and ensure that maintained, updated, and effectively communicated reflecting business requirements
- Review and validate calculations of quality and voice of customer (VOC) aspects of monthly service level reporting, ensuring that reporting is accurate and consistent, and results are as approved by Medtronic workstream leaders and any issues actions and decisions are captured and managed through EMS governance and workflow processes
- Oversee the service provider’s progress on corrective action and service improvement plans
- Participate and/or facilitate Medtronic team meetings related to corrective action (CAPA) planning and resolution
Governance and Continuous Improvement
- Coordinate and provide support and direction as necessary to weekly, monthly, and quarterly operations meetings with workstream leaders and service providers to ensure that service delivery expectations are being achieved/exceeded
- Negotiate and administer a wide variety of program and project calendars, meetings, and content to ensure alignment and participation by critical Medtronic stakeholders and managed services provider teams and leadership
- Facilitate delivery and management reviews of quarterly executive governance materials and dashboards and any ad hoc reporting or analysis
- Support and participate in quality initiatives and continuous improvement activities as required
- Ensure that monthly operations meetings are taking place and that service provider documents meeting minutes and follows up on the action items from previous meeting(s)
- Take ownership of day-to-day quality and VOC issues and escalate as necessary
- Support facilitation of governance meeting plan development and execution
Technology, Tools, and Project Administration
- Work with the vendor management tool provider to set up the vendor, extract contract information, pricing schedule, service level data and calculation method from contract, volume raw data from various database, update metadata, reports, graphics etc.
- Manage day-to-day tool requirements and administrative support related to dashboards and RAID
- Create tool standard operating procedures and conduct trainings to the VMO, BU and vendor teams as required
Qualifications
Must Have: Minimum Requirements]
MUST HAVE (Minimum Qualifications)
- Bachelor’s degree
- 16+ years of experience with a bachelor’s degree or 14+ year of experience with an advanced degree
- 5+ years of managerial experience, which includes goal settings and performance management.
- Excellent communication skills
- Think out of the box
- Creating an inspiring and diverse team environment with an open communication culture, setting clear team goals with ownership and accountability on deliverables
- Building high performance, motivated and innovative team culture by leading with empathy
Nice to Have
- Strongly Preferred:
- Previous Medtronic experience
- 10+ years of project administration, change management, quality management / continuous improvement or other related skills and experience
- Strong content development capability
- Strong communication and change management skills
- Demonstrated capability in project / program administration
- Experience working with third-party service providers
- Expertise with Microsoft Office tools including PowerPoint, Excel, and Word
- Lean/six sigma or black belt certification
- Strong verbal and written communications with internal and external stakeholders
- Ability to build relationships with partners from diverse backgrounds
- Ability to work in a cross-functional environment
- Adaptable to constant change and re-shuffling priorities as needed
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