Client Services Manager

Job Description:

• Manage all IT activities for the Core Diagnostics & Molecular Diagnostics Divisions
• Provide IT solutions on behalf of the BTS organization, acting as the key primary site contact for all IT-related matters, ensuring delivery and support of all IT solutions. 

The core job responsibilities are as follows:

• Manages site operational support (End User Compute and smart hands for other IT organizations)
• Acts as a key point of contact for all IT matters in Core & Molecular Diagnostics in Lake/Cook counties 
• Delivers IT solutions, whether the application and/or infrastructure in coordinate with BTS products and services
• Executes requirements of business users in the delivery of pristine IT solutions
• Acts as a key communication point for all BTS matters at the site
• Supports all internal customers
• Supports business projects with IT involvement

Key areas of responsibility:

• Business Relationship Management: Responsible for the IT portfolio for a business sector consisting of multiple business units or geographic areas.  Makes sure the portfolio enhances organizational strategy and global information management through successful, consistent, and predictable delivery of programs, projects, and applications.

• Affiliate IT Solutions – Ensures delivery of IT solutions where affiliate or infrastructure solutions, collaborating with all lines of business within the IT organization for the benefit of the affiliate.  Leverages Company IT products and services for delivery as responsible local site IT manager.

• Business Support – Acts as a key contributor to executive management strategic direction for the affiliate as it relates to IT solutions.  Works collaboratively across all businesses and IT organizations to understand requirements and the ability to leverage current solutions when appropriate.  

• Customer Relations – Works closely with the business relationship manager(s) for IT at the site.  Ensures execution of timeline communications at the affiliate.  Works across IT to ensure transparency to the IT organization.  Maintains effective relationships with all levels of management at the affiliate.

• Portfolio Management – Is the IT steward of the IT portfolio at the site.  Maintains and administers the application inventory for site applications.  Works with all levels of IT management to understand portfolio planning and ensure adherence to a corporate direction related to global solutions.

• Quality and Regulatory – Is the quality and regulatory representative for IT at the affiliate.  Coordinates and supports all quality-related requirements at the site working collaboratively with Global IT Quality. 
  • Enforces compliance practices to Company IT Policies and Procedures across local IT and Business
  • Is the auditee for local-focused IT audits in collaboration with the Global IT Quality team.
  • Local point of contact for Supplier Management audits
  • Owns local IT Controls findings, remediation plans, and activities
  • Alerts Global IT Quality team on any new or emerging regulations impactful to IT
• Coordination of IT Delivery – Is the primary contact accountable for the delivery of all IT products at the affiliate.
• Cyber Security –
  • Responsible for oversight and enforcement of internal security policies and applicable external cyber regulations 
  • Work collaboratively with local legal teams to protect personally identifiable information (PII)
• Supervisory/Management Responsibilities
  • Promotes a global perspective
  • Communicate and align Company Business Aligned IT Strategies, to local Portfolio & Demand management, Work Intake process, Support (KTLO), including all guidance and policies defined by IT Quality & Compliance, Cyber Security and Risk and Infrastructure.
  • Understands and contributes to the business unit strategy and translates business strategy in an aligned IT strategy and portfolio of programs, projects, and applications
  • Manage Business Solutions and Services (BSS) Plan/Build/Run to determine the scope of local support and organizations
  • Manages all site integration activities to ensure a smooth transition into BTS
  • Manages all IT-related requests from the affiliate divisions as site manager
  • Acts as liaison between IT and the business, providing strategic and value-added information needed for affiliate decisions related to IT.
  • Manages complete delivery of all solutions within BTS, which includes but is not limited to the application (working with BSS Plan/Build) and infrastructure (working with BTS IT) solutions for the affiliate
  • Works directly with business management to understand their business needs, capturing and documenting user and/or functional requirements, closely works with the target users and implementation teams. Develops IT and end-user documentation
  • Acts as IT manager for all IT staff at the affiliate
  • Adheres to reporting requirements – timely and accurate
  • Builds solid and efficient organizational structure and relationship with Global organizations to assure alignment and compliance with Guidelines, policies, roadmaps, and procedures.
  • Supports and enforces audit compliant policies and standards
  • Creates a working environment that is motivating and helps collaborators to grow in their positions
  • Manages and organizes all site IT communication tasks
  • Supports internal and external customers with IT-based solutions
  • Ensures operation of the affiliate’s computing environment, servers, personal computers, related peripherals, and all user applications with BTS as the provider for core infrastructure services
• Position Accountability / Scope

• Provide IT services for the division for the site and the division’s remote users.
• Develop strategies with the business to comply with payment card industry data security standard (PCI-DSS) where applicable 

Education and Experience:

Required

• Minimum 5 years IT Operations/Infrastructure leadership experience. 

Minimum Experience/Training Required

• Integrity – Must deliver on time and meet expectations of customers
• Interpersonal Skills –Must be a strong team player to support IT’s efforts and goals within the affiliate.  Must be able to work with all levels of management from general manager to finance director to individual contributor
• Coordinator – Must be excellent at coordinating the activities of all service providers within Division IT and BTS
• Technical and Analytical Skills – Able to detect, understand and solve all kinds of IT-related problems. Detailed knowledge of standard computing environments (Business Systems, Windows, Office communication, ERP, LAN/WAN, network, and system security). Basic understanding of accounting. Project management. Experience/understanding of commercial standard processes (finance, controlling, purchasing, logistics) of a large organization.
• Communication – Ability to communicate at multiple levels, internally and externally.
• Language Skills – Fluency in English. Additional languages are a plus.