Manager IT Service Center

Cardinal Health

About The Position

What IT Program & Project Management contributes to Cardinal Health The IT Service Center (ITSC) provides Tier 1 support to Employees, Contractors and Customers. For employees and contractors, the ITSC most commonly troubleshoots the following issues for end-users: software and hardware devices (virtual or physical) related to desktops, laptops, warehouse technologies, and associated peripherals. Additional responsibilities include initial assessment of network, telecom issues and password resets. Similar support is provided to customers but with additional focus on enabling end-user access to Cardinal Health e-commerce sites, Cardinal Health proprietary systems and opening cases on behalf of customers for routing to the appropriate Tier II or Tier III team for resolution. This role will be responsible for the execution of employee and customer-facing, strategic initiatives of the ITSC. The incumbent will have responsibility for driving operational maturing of the team’s analytics and automation offerings in conjunction with IT and business unit stakeholders. The ideal candidate will identify synergies for solutions that enhance the end-user experience and speed resolution of technology-related issues.

Requirements

Bachelor's degree in related field, or equivalent work experience, preferred
Minimum 8 years of experience in related field, preferred
Knowledge of client and warehouse hardware, software, operating systems, network configuration, server interaction, diagnostics and troubleshooting, preferred
Working knowledge with Tableau, Power BI, other analytics tools, preferred
Working knowledge of Genesys and Verint, preferred
Ability to persuade others and clearly articulate ideas (backed by data), preferred
Ability to manage effectively to obtain results; influence with and without direct authority, preferred
Ability to work independently or via a team collaboration process, preferred
Experience providing support via in-person, phone, or remote methods, preferred
Strong interpersonal skills to manage and deliver exceptional customer service, preferred
Experience partnering with end users to correlate business requirements to technology solutions
Strong knowledge of telecom technologies, hardware, software and telephony connectivity, preferred
Advanced analytical skills, preferred
Strong financial acumen and project management experience, preferred
Applicable technical certifications preferred
Ability to lead onsite and remote teams in a matrixed environment preferred
Excellent verbal and written communication skills
Working detailed knowledge of data protection concepts and systems
Working knowledge of change management, project management, cybersecurity, identity management and UX concepts
Deep knowledge of hardware, operating systems, storage, network, middleware, databases, and virtualization technologies.
Proficiency with Microsoft Office products.

Responsibilities

Lead day-to-day operations and supervises professional employees, frontline supervisors and/or business support staff on and off-shore
Provide thought leadership related to quarterly MBO development and FY goals
Evolve and enforce governance related to ITSC support of projects, programs and initiatives
Collaborate with Cardinal Health Philippines counterparts as needed to ensure unity of effort and alignment on key processes
Seek to minimize adverse impact on the ability of employees, contractors and customers to use IT resources
Be a catalyst for action with subordinates, peers, and others at various management levels
Develop use cases that support continued investment in automation (AI, ML, RPA) and partner with internal and external partners on same
Supervisory oversight of Workforce Management – Analytics, Metrics, Operations and automation
Continuously challenge ITSC processes as well as support processes/workflows of Tier II and Tier III partners
Lead globally diverse teams, take calculated risks, and pitch innovative solutions to leadership
Confers with end users, technology teams, and vendors to resolve incidents and fulfill requests
Able to analyze, develop, and enhance engineering workflow processes.
Ability to multi-task in a fast paced, complex organization
Extensive experience managing employees and partner resources in a 24x7 model.
Superb coordination and organization skills.
Ability to flex staffing to meet operational needs and drive the team towards a more proactive use of data to ensure the best use of resources and tools
Acts as a mentor to less experienced colleagues