Job Information
BioFire Diagnostics, LLC. IS Service Manager, Sales & Service in Salt Lake City, Utah
Position Summary:
The key actor of Service Management within IS, the Service Manager ensures that the Application Maintenance and Support Services are delivered to users according to the service levels’ commitments. Service Manager will apply a comprehensive understanding of complex ERP, CRM and/or other enterprise solution architecture and integration. Service Manager will also be responsible for managing application obsolescence and ensuring application security compliance.
Primary Responsibilities:
Design the service and ensure it is formalized, communicated and known : define business SLA and manage their evolution; promote usage of service to end-users and maximize usage of service features; ensure accuracy of published service catalog and referential (intranet, ticketing, etc).
Implement the service: Follow carefully what the partners deliver; Coordinate high severity incidents resolution; Lead problems resolution; Review Root Cause Analysis (RCA) when needed.
Drive the improvement plan on existing service including cost, performance, internal customer pricing model and value, in consultation with the Business
Manages enhancement portfolio: Review upcoming requests/projects, prioritize with Business (functional needs VS budget); Request quotations for enhancements (from AMS partner or other vendors); Manage financial envelop for enhancements.
Monitor service performance and cost: Measure and provides reporting and metrics on performance of the service (SLA & OLA) including the usage of the service; Provides required financial reporting.
Guarantee technical and functional consistency on the service scope: Follow-up changes implementation and identify changes-related incidents and problems; Provide upstream inputs (at initiative level) to ensure that necessary prerequisites are taken into account; Identify potential risks induced by a project to decide of GO / NO GO; Escalate when necessary; Downstream: make sure prerequisites to transition from project to run are met (support organization, user training…), in alignment with project manager.
Create and share release notes for changes.
Identify changes that require training for the business and coordinate with Change Management teams for implementation of training.
Identify and ensure documentation is completed on time and accurate. Coordinate with Technical Writer to complete work.
Own and direct others through SOPs and WIDs directly related to the Regional and Global Release Process.
Track and communicate to management the changes scheduled from business requests, including reporting on KPIs and change recommendations.
Coordinate changes with dependencies on multiple platforms or applications (EPR:CRM:MES:QMS, etc). Track related testing. Ensure these changes are released as procedurally required to maintain compatibility.
Ensure business process workflows involving software are maintained with any software updates or changes.
Create and manage TCAB tickets, primary representative for IS teams in TCAN meeting.
Provide excellent customer service and adhere to internal service and operational level agreements (SLA, OLA)
Prepare comprehensive technical documentation as needed (e.g. technical specifications, V&V forms, etc.)
Lead change control governance and configuration management processes as required
Identify risks to project deliverables and recommend mitigation strategy as needed. Develop alternative solutions as required
Lead cross functional teams to ensure proper integration of business process and procedure requirements
Champion user adoption efforts related to new applications or solutions, change management processes, and support model
Lead collaboration efforts with local and global IS and business teams
Champion local strategic objectives while retaining strong global bonds
Maintain SME (subject matter expert) status for Release Management process for all platforms within their domain.
Contribute on all applicable phases (hypercare) of project and software life cycle
Participate in supplier sourcing and negotiation requirements as needed
Continually update technical knowledge and skills
Education, Skills, & Experience:
Bachelor's degree in Computer Science, Technology, or related field with 3 years of project management experience required.
ITIL process knowledge and experience in ticket tool management required, Service Now experience is a preferred
Experience with enterprise ERP (SAP) and/or CRM (Salesforce) strongly preferred.
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