Lead day-to-day operations and supervises professional employees, frontline supervisors and/or business support staff on and off-shore
Provide thought leadership related to quarterly MBO development and FY goals
Evolve and enforce governance related to ITSC support of projects, programs and initiatives
Collaborate with Cardinal Health Philippines counterparts as needed to ensure unity of effort and alignment on key processes
Seek to minimize adverse impact on the ability of employees, contractors and customers to use IT resources
Be a catalyst for action with subordinates, peers, and others at various management levels
Develop use cases that support continued investment in automation (AI, ML, RPA) and partner with internal and external partners on same
Supervisory oversight of Workforce Management – Analytics, Metrics, Operations and automation
Continuously challenge ITSC processes as well as support processes/workflows of Tier II and Tier III partners
Lead globally diverse teams, take calculated risks, and pitch innovative solutions to leadership
Confers with end users, technology teams, and vendors to resolve incidents and fulfill requests.

Requirements

Bachelor's degree in related field, or equivalent work experience, preferred
Minimum 8 years of experience in related field, preferred
Knowledge of client and warehouse hardware, software, operating systems, network configuration, server interaction, diagnostics and troubleshooting, preferred
Working knowledge with Tableau, Power BI, other analytics tools, preferred
Working knowledge of Genesys and Verint, preferred
Ability to persuade others and clearly articulate ideas (backed by data), preferred
Ability to manage effectively to obtain results; influence with and without direct authority, preferred
Ability to work independently or via a team collaboration process, preferred
Experience providing support via in-person, phone, or remote methods, preferred
Strong interpersonal skills to manage and deliver exceptional customer service, preferred
Experience partnering with end users to correlate business requirements to technology solutions
Strong knowledge of telecom technologies, hardware, software and telephony connectivity, preferred
Advanced analytical skills, preferred
Strong financial acumen and project management experience, preferred
Applicable technical certifications preferred
Ability to lead onsite and remote teams in a matrixed environment preferred

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

automationAIMLRPAanalyticsnetwork configurationdiagnosticstroubleshootingtelecom technologiesproject management

Soft Skills

leadershippersuasionarticulationinfluenceindependenceteam collaborationinterpersonal skillscustomer serviceanalytical skillsfinancial acumen

Certifications

technical certifications