Director IT Product Lead
Posted on Mar 19, 2021 by AmerisourceBergen
Are you looking to make a difference in a patient s life? At AmerisourceBergen, you will find an innovative culture that is patient focused and dedicated to making a difference. As an organization, we are united in our responsibility to create healthier futures. What you will be doing Product Director is responsible for management and maintenance of customer service solutions in and related CRM applications. This role has the accountability to ensure solution bugs are fixed as per defined SLA. This role also has accountability to assess enhancement requests and provide best in class solution. The IT director will collaborate with business, product owner and other IT shared service and IT platform owners to provide solution and fix bugs in customer service space. The IT director is expected to demonstrate working knowledge of CRM service and order management process and related technologies. This role is also expected to demonstrate in depth knowledge of sustain management process, procedures, governance, and communication. This role supports highly complex business processes that require cross-team support outside of their immediate product team and will require managing and leveraging resources from architecture, release/change management, infrastructure, network, and other systems in support of their product. * * Accountable owner of the solution for Customer service solutions in and other CRM applications. * Responsible owner of order management web based front end solution. * Partner with Technology & Business teams to develop implementation and operational strategies to support applications maintaining SLA * Ability to work in lead capacity to identify key technical and business problems, develop, and evaluate alternative solutions and make recommendations. * Establish and monitor incident response and break-fix triage process. * Lead high severity incidents to quick technical resolution. * Manage and track root cause analysis and preventative action items for high severity and reoccurring issues * Lead improvements to system / application performance and stability with ongoing and future projects * Ability to effectively and timely communicate with business and IT stakeholders. * Monitor and report on the health of applications to business and IT leaders for break fixes and enhancements. * Collaborates with business to understand their requirement and partners with other IT platforms and IT shared services to provide solution and ideas to business. * Demonstrated ability to Identify, set, and meet customer expectations as well as anticipate customer needs * Demonstrated understanding of project capital and expense budgeting and accounting skills and the related financial systems * Deep understanding of business strategy and ability to translate strategy into system and technology solutions. * Demonstrated ability in building a successful organization and experience delivering results via improved customer satisfaction * Ability to communicate effectively both orally and in writing; ability to communicate with customers, associates, and management; solid teamwork and interpersonal skills * Strong presentation skills: ability to present and discuss strategies and technical information in a manner that establishes rapport, persuades others, and gains understanding * Ability to establish solid relationships with business unit leaders in support of initiatives; ability to negotiate and manage internal resources against deliverables. * Solid project management skills including the ability to effectively deploy resources and manage multiple projects of various diverse scope in a cross-functional environment Team_Management:_ * * Manage run and project teams working in multiple locations including overseas. * Manage project team external and internal resources for projects. * Foster a culture of teamwork and continuous improvement. * Accountable for recruitment and performance review/improvement of team members. Solution_Delivery:_ * * Accountable for solution delivery for break fixes. * Accountable for solution delivery for minor / Major enhancement and transformation projects. * Estimation for solution delivery. * * Manage end to end delivery of enhancement projects including project/ resource/financial plans as well as risks/issues/dependencies. Vendor_Management: * * Regularly reviews service provider performance to identify and confirm performance problems; notifies Vendor and VMO management of issues and escalates to business and IT leaders with regards to vendor performance issues and improvement plans. * Contractor Management: Oversight of contractor work and performance, including coordinating with Centers of Competence in identifying, onboarding and evaluating vendor performance. * Coordinates / Collaborates with product vendors for product issue resolution.