[Hiring] D365 CoE - IT Service Owner @Cencora

Role Description

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

Primary Duties and Responsibilities:

• Lead Dynamics 365 CoE Team for Global Consulting Services, and potentially for future D365 implementations.
• Accountable for D365 platform overall, and for coordinating with "Vision25" project delivery teams through completion of global wave rollout.
• Responsible for ensuring that new services or service enhancements are aligned with business initiatives.
• Accountable for the development, implementation, evaluation and ongoing management of new and existing services and products.
• Deliver service roadmaps with input from the Relationship Managers, EA and other supporting teams.
• Accountable for working with other IT teams to plan for capacity, availability and performance requirements for new and existing assigned services.
• Hold internal and external suppliers accountable via formal agreements.
• Represent the assigned service across the organization.
• Accountable for defining the escalation and notification procedures for assigned service with the Relationship Manager, Incident Management team and other supporting teams.
• Accountable for working with Problem Management to address problems within the service.
• Accountable for the population and maintenance of the Configuration Management Database for the service and its supporting Configuration Items.
• Accountable for working with the Change Manager to determine acceptable windows for changes for the service.
• Ensure services and products adhere to Information Technology Infrastructure Library (ITIL) processes.
• Deliver Quarterly Service Reviews.
• Accountable for negotiation of Service Level Agreements with business partners.
• Responsible for negotiation of Organizational Level Agreements with other IT teams that support assigned services.
• Produce SLA performance metrics for assigned services.
• Define the service and determine the costing model of the assigned services listed in the Service Catalog.
• Accountable for maintaining the Service Catalog for assigned services.
• Continuous improvement and innovation of the assigned services and products.
• Understand the market demands for the service as well as potential competing services.
• Accountable for the creation and maintenance of all service documentation.
• Accountable for the management and career development of direct reports.
• Mentoring of IT resources.

Qualifications

• Excellent verbal and written communication skills.
• Subject matter expertise in both the business and technology.
• Skilled in conflict management.
• Experience working in a matrix environment.
• BS Degree in Computer Science, Business or related field preferred.
• Progressive leadership experience over 7+ years in an IT environment with significant business exposure.
• Significant experience of owning ERP system(s). Experience specifically with Dynamics 365 is not required, but would be beneficial.
• ITIL v3 Foundation Certified.

Requirements

• Able to anticipate customer needs and expectations.
• Able to influence associates who are not in your direct reporting structure.
• Demonstrated strategic agility.
• Advanced interpersonal skills; able to establish and maintain relationships and navigate formal and informal networks to create results.
• Clear understanding of project capital and expense budgeting and accounting skills and the related financial systems.
• Advanced communication, negotiation, and conflict resolution capabilities at all levels of management.
• Strong presentation skills.
• Advanced ability to adapt to change, handle pressure, and adjust plans to meet changing needs, and solve problems creatively.
• Advanced decision making skills.
• Advanced analytical and problem solving skills to evaluate issues and apply knowledge to identify and implement appropriate solutions.
• Strong ability to prioritize work load, consistently meet deadlines, and take the appropriate level of independent action when necessary.
• Able to travel a minimum of 25%.

Benefits

• Compensation, benefits, and resources that enable a highly inclusive culture.
• Support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave.
• Variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.