Services Team Lead

POSITION SUMMARY:

The Enterprise Print Services Team Lead, working closely with the Manager, will lead a global team of combined Service Administrators and Service Engineers responsible for the operational stability of the AmerisourceBergen global print environment. This role works with counterparts across the globe to create a seamless operational support model to ensure incidents and requests pertaining to print customers, devices, infrastructure, and applications are addressed in a timely manner and business uptime is maintained. This role ensures that the shifts and individual team members of the Enterprise Print Services Team are adhering to governance and department standards. IT Leaders are also responsible for analyzing trends in technology, assessing the impact of emerging technologies on the business, providing solutions to address technology and business issues while ensuring the development of high-quality technology solutions.

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PRIMARY DUTIES AND RESPONSIBILITIES:

Business and IT Strategy

        Contributes to the development of a seamless operational support experience for the business.

        Works with customers to understand business needs and manages the operational support of IT initiatives to support business strategy.

        Collaborates with counterparts globally and with key stakeholders for the coordination and alignment of objectives and functions across multiple functional areas.

        Seeks opportunities to contribute to positive outcomes for clients, stakeholders, and organizational members.

        Approaches issues or disagreements with the objective of reaching win/win solutions.

Governance / Policies, Processes & Standards

        Ensures uniform operational model and consistency across the globe in all activities impacting print.

• Contributes to the development of policies, work instructions and standards for operational processes.
• Performs analysis to assess quality and meaning of data
• Participates in the development of training materials
• Ensures team compliance to policies, work instructions, and standards

Process Improvements

• Analyze current processes and make recommendations for improvement
• Supports the development and implementation of technologies/ processes that make it easier for customers and suppliers to do business with increased profitability
• Supports initiatives for data integrity and normalization
• Improve training and operational processes and work instructions to increase efficiency and productivity
• Identifies training needs for end-users and the internal training organization
• Creates and contributes to technical knowledge articles
• Documents and reviews solutions to common problems and responses for frequently asked questions

IT Technology and Innovation

• Defines standards for data visualization and presentation principles to ensure effective and impactful communication to management.
• Designs and develops forms, reports, and dashboards using Microsoft SQL and Power BI tools or similar technologies.
• Develops plans for maintaining data quality to ensure accurate reporting
• Recommends and tests new technologies
• Provides technical guidance to team members

Vendor Management

        Provides advice and counsel to the vendor relationship decision-making and contract development processes.

• Works with manufacturers/vendors as needed
• Reviews service provider performance
• Identifies and confirms performance problemsand notifies Print Services Manager
• Supervises and trains vendor resources

Communications

• Communicates organization information through department meetings, one-on-one meetings, and other communication vehicles
• Supports an environment of open and upward communication with all staff to ensure positive employee morale, effective conflict resolution and upward flow of creative ideas for the benefit of the Company and its employees

Resource / Talent Management

• Seeks opportunities for coaching/mentoring for team members
• Provides technical leadership coaching and mentoring to team members
• Meets regularly with team to gather work statuses
• Identifies training opportunities for team members

MINIMUM SILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

• Project Management Experience
• Technical writing skills
• Adept at queries, report writing and presenting findings
• Analytical and problem-solving skills
• Ability to set and meet deadlines
• Ability to work in high-pressure situations
• Experience with a variety of tools, Excel, Power BI, statistical software etc.
• Reporting and data visualization skills
• Excellent attention to detail

PHYSICAL AND MENTAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

1. Sedentary physical activity requiring reaching, sifting, lifting, finger dexterity, grasping, feeling, repetitive motions, talking and hearing.
2. Visual requirement is for close vision, distance vision, peripheral vision, and ability to adjust focus.
3. 75% or more time is spent looking directly at a computer.
4. Associate is frequently required to stand, walk (or otherwise be mobile).
5. Ability to deal with stressful situations as they arise.