Cardinal Health
Service Delivery Manager
At a glance
Location: US-OH-Dublin Map
Posted: 11/22/2019
Closing: 12/21/2019
Degree: Not Specified
Type: Full-Time
Experience: Not Specified
Cardinal Health
Job description

The Service Delivery Manager will understand specific area(s) of customer’s IT security, applications or infrastructure, together with substantive experience in managing outcomes of supplier-based delivery of those services, to  ensure effective delivery and/or change/enhancement to those services in order to meet or exceed customer business expectations for those services, while achieving appropriate balance between quality of outcomes, risk to customer systems and customers, and the life cycle cost of those services.

Key Accountabilities

  • The Service Delivery Manager reports to the Service Delivery Director and oversees supplier delivery and supports the implementation of change, financial management, and lifecycle management of platforms and applications. This role is key in assuring customer’s suppliers support the organization effectively by delivering according to expectations, monitoring organizational satisfaction with delivery, driving service improvement, and understanding where gaps may exist in supplier capabilities.


  • Bachelor’s degree in Computer Science, Business Management, or related field
  • 5+ years of experience with direct oversight of external supplier delivery
  • 5+ years of leading IT/Business management activities of varying complexity
  • Experience with managing a managed service provider for delivery of IT services
  • Working knowledge of IT standards (ISO 9001; 20000-1; 27000) and service management frameworks (ITIL, CMMI-SVC, etc.) preferred
  • Professional Certifications a plus (PMI, ITIL, Lean Six Sigma, etc.)
  • Knowledge of standards for regulatory compliance within the healthcare space (e.g., SOX, HIPAA, PCI, NIST Framework) preferred
  • Demonstrated success in communicating with key stakeholders/suppliers at senior levels of the organization
  • Demonstrated ability to balance competing requirements and interests, keep team focused on top priorities, and find ways to achieve win-win or obtain acceptance/consensus for best compromise

Functional Responsibilities

  • Manage supplier service delivery and performance on a day-to-day basis, driving resolution to issues escalated from suppliers
  • Ensure compliance of supplier delivery within scope of responsibility, in accordance with defined service levels, security practices/guidelines, and relevant technology standards
  • Understand business expectations, success factors (e.g., KPIs) and performance characteristics for products and services (e.g., end user satisfaction with services)
  • Understand scope of supplier services and the potential for rationalization of supplier portfolio to decrease cost of delivery and/or enhance the quality of services
  • Manage supplier service delivery and performance leveraging SLAs to drive resolution for product or service issues
  • Communicate with Service management and Service line portfolio groups to highlight out of compliance situations and possible impacts to products and services
  • Review and approve SLA reports for:
    • SLA and Compliance - Validate that service performance is reported and meets agreed levels
    • Vendor Compliance and Risk Management – Identify and Prioritize SLA and Compliance deficiencies uncovered through reporting
    • Identification of misalignment between SLAs and services defined in supplier agreements
  • Monitor performance and establish independent performance monitoring methods
  • Coordinate and mediate cross-vendor/supplier delivery issues
  • Plan for a mechanism to measure the impact of corrective actions – and potential implications to supplier costs/charges
  • Review and approve root cause analysis for systemic issues within production
  • Validate the efficacy and feasibility of corrective action plans
  • Identify the need for, review, and approve service improvement plans to address endemic issues
  • Participate in joint planning activities and share the necessary information that enable suppliers to provide better support
  • Broker effective communication between suppliers and customer groups as necessary to develop resolution to systematic/pervasive issues
  • Contribute to the long-term technology roadmap with Architecture and suppliers that outlines evolution of technology to increase IT value while decreasing cost of delivery
  • Understand supplier contracts to identify possible existing services that may be leveraged for new/improved business solutions
  • Develop and manage budget for technology “run” and sustainment of capability (CapEx/OpEx)
  • Review and validate vendor/supplier invoices and compare to budget, including supporting the resolution of discrepancies
  • Understand the mechanism for requesting releases/changes, and understand associated implications (e.g., charges/fees) that could be associated with those service changes
  • Provide ongoing feedback and updates to service line owners regarding possible/necessary changes to the architecture
  • Oversee technology lifecycle management for system components that support the delivery of the services
  • Identify platform optimization opportunities to feed demand for IT improvement / upgrades / lifecycle change required

Leadership/Change Responsibilities

  • Build effective relationships with suppliers to understand and commit to customer’s organizational goals; fostering goodwill and collaboration among teams; uses teams to address relevant issues; leads by example
  • Be accountable for meeting commitments and deadlines. Demonstrate principled leadership and sound business ethics; show consistency among principles, values, and behavior; build trust with others through own authenticity and follow-through on commitments
  • Apply appropriate metrics to measure, ensure, and demonstrate value of efforts with suppliers.  Analyze issues and risks and use sound judgment in managing them
  • Instill a sense of urgency in driving assignments to completion. Escalate issues as needed with suppliers and customer Senior Leadership
  • Influence others or facilitate resolution of a problem / business issue.  Use negotiation skills as appropriate when dealing with suppliers
  • Proactively share timely updates and information with relevant parties
  • Collaborate across the IT organization to understand the effectiveness of supplier delivery for customer and communicate necessary adjustments to suppliers to maintain appropriate support and implementation of change
  • Communicate with business users on certain incident management statuses and progress

Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Service Delivery Manager