Senior Manager, Client Productivity Services
Zoetis

States considered: NJ, PA, MI

Role Description

• Provide global Client Productivity services, engineering, and support for Zoetis.
• Create Client Productivity services solutions in support of Zoetis; design and deliver timely, bullet proof, cost effective services to the business.
• Collaborate and partner with other Infrastructure teams, and ZTD business partners to align Client Productivity services strategy, direction and priorities.
• Establish and maintain industry leading service levels in the delivery of Client Productivity services by fostering and driving a culture of quality, collaboration and innovation across the Infrastructure team, the broader ZTD organization and our vendor partners.
• Provides platform leadership; with broad industry perspective, provides technology direction and process improvement.
• Lead Client Productivity AC&D activities for global locations
• Responsible for Client Productivity end-to-end lifecycle services
• Develop management dashboards and reporting to analyze operational metrics and drive continuous improvement initiatives
• Works closely with senior level management on significant technical matters providing new technology applications. Constructively handles conflict and encourages collaboration within IT groups.

Responsibilities

Strategy and Business Results

• Drive the development of a business aligned, standards based, strategy for Zoetis Client Productivity services and solutions.
• Act as an innovation enabler and proactively bring forward opportunities and solutions that can drive cost effective service delivery, and enable revenue growth and profitability for the company.
• Create appropriate metrics/KPIs and then track, report upon, and proactively communicate results from system/platform performance monitoring.

Architecture, Delivery, and Support

• Develop, deploy and continually enhance integrated, standardized solutions and services for the company. Including:
  • Technology standards & roadmaps
  • Service Disaster Recovery enablement, testing and ongoing enhancement
  • Vendor Management
• Contribute to, and help maintain the enterprise systems architecture. Ensure adherence to standards and polices for Client Productivity technology components, and integration between related system, application, and infrastructure architectures.
• Assist in the creation, maintenance and communication of the Zoetis Client Productivity and other related technology architecture(s), including relevant design and technology standards
• Manage chosen service providers in the deployment and ongoing support of all Client Productivity services
• L3+ support of Client Productivity platform and services
• Lifecycle management of all relevant technologies
• Service Management
• Project Management for med-large Infrastructure projects

Organization

• Manage multiple Client Productivity functions within defined annual operating and capital budgets consistent with established financial guidelines, and as part of the overall ZTD Infrastructure budget
• Create, deploy and maintain appropriate processes and practices, to facilitate operational, and organizational success. Continuously look for improvement/development/enhancement opportunities.
• Assist in the creation and maintenance of a positive, 'can-do', client focused culture in the Client Productivity team, and help to make the overall ZTD Infrastructure team a great place to work.
• Works with clients to proactively identify long-term functional business requirements; represents organization on technical matters; frequent inter-organizational and external contacts.

Additional responsibilities - in collaboration with other ZTD groups:

• Interact with vendors, and other technical support groups for monitoring & management, systems maintenance and enhancements etc.
• Partner with the Security & Network teams to develop secure, innovative, high business value client solutions.
• Manage vendor relationship(s) as appropriate, including SLA monitoring, development of new services, continuous improvement initiatives, billing/invoicing accuracy and efficiency.
• Analyze and process related purchase requisitions, invoices, and quotes
• Provide appropriate technical and operational input to the sourcing and procurement of infrastructure hardware and software purchase, licensing, service, and maintenance contracts, etc.
• Project a culture of flexibility, 'get it done', collaboration, 'how can I help ?', Keep It Simple.
• Work with Senior level management to provide program updates, solicit feedback, and follow through on critical escalations

Organizational Relationships

All other Zoetis Infrastructure team members, service vendors, other client facing Zoetis ZTD functions, Finance, Sourcing, HR, Legal.

Resources Managed

Financial Accountability

• Responsible for capital budget (~$3-6M) and forecasting of global HW spends on a yearly basis.

Supervision

• Oversight of third-party service provider and/or other contract staff
• Internal FTE(s)

Education, Experience & Requirements

Education:

University Degree in a recognized, and relevant technical, or business related field, or equivalent practical experience

Experience (10-12 years experience in the following areas):

Recent relevant experience in Digital Workplace platforms, technologies and services

• Clear understanding of IT Infrastructure lifecycle: Architecture, Design and Operations. Working knowledge of all areas of IT Infrastructure.
• Familiarity with system development, Agile, and operational process methodologies
• Diverse advanced technical team experience
• Experience in a commercial environment, preferably life-sciences, with the ability to manage and prioritize multiple projects and resources concurrently, managing budgets and forecasts for IT investments.
• Knowledge of pharma/animal health or similarly 'regulated' businesses
• Excellent business analysis and roolt cause analysis skills

• Detailed knowledge of Windows client and virtual desktop platforms
• Excellent business analysis and root cause analysis skills
• Broad understanding of application packaging concepts
• Demonstrated ability to rapidly grasp complex technical concepts, anticipate support challenges, and work with clients to deliver acceptable end-user solutions
• Demonstrated success in managing outsourced vendor development and services delivery
• Business Analytics experience, including PowerBI reporting
• 10% Travel

Full time

Regular

Colleague

Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.

Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at zoetiscolleagueservices@zoetis.com to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of "@zoetis.com". In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.

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