Software Service Delivery Manag in Derbyshire DBY

Full-time @Steris in Customer Service , in Implementation Manager , in Information Security , in Service Desk , in Service Manager , in Technical Support , in Technology
  • Derbyshire, DBY, GB, DE21 6LY View on Map
  • Apply Before : January 3, 2023

Job Description

Join Steris as Software Service Delivery Manag in Derbyshire . At the Steris you will perform tasks as listed below, Apply Steris Information Technology careers in Derbyshire DBY.

 

Position : Software Service Delivery Manag

Job Category: Information Technology

Work location : Derbyshire,

Job Segment : Implementation Manager, Service Manager, Service Desk, Technical Support, Information Security, Technology, Customer Service

 

Description: 

At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.
Position Summary
Software Service Delivery Manager will lead healthcare software delivery to Customers and internal operations. The role involves running 24/7 technical service desk, providing user support in across multiple channels. The Technical Support teams implement new installs and upgrades of software on hospitals Customer hardware, and upgrade STERIS hosted software. The software delivered is range of STERIS developed solutions for surgical instrument and endoscopy reprocessing. Connectivity software to STERIS and 3rd party devices.
Duties

Global IT Service Desk

Delivery excellent user support and meet service level targets.
Operate a virtual global Service Desk that provides a high level of first contact resolution. Operating 24/7 service across time zones and languages.
Deliver a Technical Support service that provides proactive application support across all systems worldwide.
Work with 3rd party technical service providers and Customer IT departments to ensure services levels are met.
Promote a culture of continual improvement, to improve service, delivery time and lower cost of support
Lead a drive for standardization of technical support process to industry best practices
Focus on reducing support calls through user self service channels and digital adoption platforms.
Scale the technical support team and processes to meet growing demand in North America and international markets.
Ensure a process of cross skilling of the technical support team across all software products.

Software Implementation Services

Partner with client services team, sales and account management to project manage software implementations ensuring on time delivery of software projects.
Manage the upgrading of existing Customer and STERIS installs, scheduling hundreds of upgrades annually.  

Duties – cont’d

Manage technical change control process, putting in place a formal change control process.
Work to reduce the implementation lead time for new installs and manage processes to help scale the software implementation operations.
Manage integration and information security controls for the implementation of software systems, liaising with STERIS and Customer Information security teams to govern data security.

Solutions Consulting and Client Services

Lead a team of Solutions Consultants assisting Customers and internal teams improve the use of software
Manage a portfolio of pre and post sale projects that improve the value achieved through the software
Manage pilot software and technology projects of new features and technology that drive new and increased value from healthcare software solutions provided by STERIS.

Education Degree
Bachelor’s DegreeRequired Experience
To be educated to degree level and/or have 8 years experience

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

 

STERIS is a leading provider of products and services that meet the needs of growth areas within Healthcare: procedures, devices, vaccines and biologics.  We exist to fulfill our MISSION TO HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD. STERIS is a $3B, publicly traded (NYSE: STE) company with approximately 16,000 associates and Customers in more than 100 countries.

STERIS strives to be an Equal Opportunity Employer.

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