Manager Program Control at Northrop Grumman overseeing EVM compliance on Defense Systems Sector contracts. Leading a geographically dispersed team and interfacing with internal/external customers.
About the role
- Manage IT service desk for Global Pricing & Contracting at Medtronic. Leading application support team, overseeing daily operations, and enhancing customer service efficiencies.
Responsibilities
- Lead, mentor, and manage the service desk team to meet or exceed service level agreements (SLAs).
- Oversee the intake, triage, and resolution of first-level business requests and operational tickets.
- Monitor service desk performance metrics and drive improvements in efficiency and customer satisfaction.
- Develop and implement service desk policies, procedures, and best practices.
- Collaborate with business and IT/operations teams to ensure seamless support and communication.
- Manage escalations and provide guidance for complex or critical issues.
- Prepare regular reports on service desk activities, trends, and outcomes for management review.
- Support training and development for service desk staff.
- Manage the P&C Business Support Team, which provides support for multiple pricing and contracting solutions.
- Develop and maintain relationships across various solution platforms.
- Create, refine, and document business processes.
- Educate users and deliver effective communication regarding system changes.
- Provide comprehensive support to all business users of the applications.
- Possess deep understanding of technical application design, system landscape, architecture, and system interfaces.
- Proactively monitor key processes, interfaces, data synchronization, and oversee application upgrades.
- Collaborate directly with business analysts on system enhancements, issue resolution, and prioritization.
- Engage with end users to ensure robust support, driving utilization and adoption across multiple solutions.
- Serve as a leader within the Global Pricing and Contracting IT team to ensure a comprehensive support structure is in place.
Requirements
- Bachelor’s degree
- 5+ years of experience with a bachelor’s degree or 3+ years of experience with an advanced degree
- Solid understanding of system landscape, design and architecture
- Experience with implementing technologies that span automation, Pricing, Quoting and Contracting
- Experience with management of project implementations
- Strong process documentation skills
- Understanding of Excel and how to extract/analyze data
- Experience working in agile methodology
- Experience defining new processes and improving existing processes
- Demonstrated ability to solicit clear requirements; translate those requirements into robust support models; and deliver accurate, reliable solutions
- Demonstrated ability to translate complex technical topics to business management and users
- Self-motivated problem solver
- Ability to navigate ambiguity, quickly assessing opportunities and defining solutions
- Ability to develop effective relationships with business users, technical staff, and executive management
- Excellent communication skills matching appropriate content to different audiences
- Ability to manage multiple priorities fluidly and without compromising stakeholder collaboration.
Benefits
- Health, Dental and vision insurance
- Health Savings Account
- Healthcare Flexible Spending Account
- Life insurance
- Long-term disability leave
- Dependent daycare spending account
- Tuition assistance/reimbursement
- Simple Steps (global well-being program)
- Incentive plans
- 401(k) plan plus employer contribution and match
- Short-term disability
- Paid time off
- Paid holidays
- Employee Stock Purchase Plan
- Employee Assistance Program
- Non-qualified Retirement Plan Supplement (subject to IRS earning minimums)
- Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums)
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