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Digitization IT Manager Customer Facing Applications

Company: Carestream Health, Inc.
Location: Rochester
Posted on: April 18, 2019

Job Description:

Are you a leader in Digitization? Are you leading the eCommerce websites and cloud space? If you have Hybris C4 experience... even better. If you answered yes and have 10+ years experience, please reach out to me today at

Major Purpose of Role:
Carestream is a dynamic, global company with more than 100 years of leadership. We are passionately committed to doing whatever it takes to help our customers be successful. Learn more at
Carestream is currently engaged in a digital transformation to upgrade its on-line capabilities to enable a more responsive and scalable user experience. Through this initiative, Carestream is engaging in a search for an IT professional to support the current and future needs of the Sales and Marketing organizations especially as it applies to internal (sales team, support), direct (customers) and indirect (distributors) user experiences.
Carestream s sales team uses for lead and funnel management and other sales process workflows. A sales data mart supports the information needs of Sales team compensation is accomplished using the sales data mart, custom logic and a sales team interface in Xactly.
Carestream s current customer facing websites include our public marketing site (, a B2B e-commerce site we call Shop Carestream, and a customer portal for our Managed Print Services and Kiosk customers. We utilize SAP hybris for our e-commerce site and SiteCore for our other customer facing sites. Over 50% of our sales orders are placed through Shop Carestream making it a critically important site for Carestream.
The customer facing IT team performs a mixture of production support and keep it current (KIC), investment projects and smaller enhancements. This manager position provides work assignments to the team(s) in a way that effectively balances these four categories of work.
Supervise a team of 4 IT professionals and 3 vendor companies that support and develop our customer facing websites. All four team members are in Rochester NY. This manager is responsible to meet support service level agreement (SLA) response and resolution time goals at a 90% compliance level for the systems described above. This manager is responsible to measure the total cost of support and to establish and execute an operating system that reduces the total cost of support each year. Since some of the support is performed by external vendors the responsibilities of this supervisor include oversight of the support performed by the external vendors.


Achieve operational objectives via Vendor Management: Oversee and review the support of the customer facing websites that is performed by our vendor partners. Perform the role of first-level escalation of incidents that are critical or do not meet our SLA s. Monitor vendor SLA performance and provide feedback to the vendor teams to continue to meet our SLA goals. Monitor the effectiveness of our processes and the vendor s processes and make corrections as needed. Manage and execute the procurement process from SOW to Purchase Order and Invoicing. Escalate to the vendor s management when necessary. Periodically determine if a vendor change is needed and if so execute the change from one vendor to another.

Technology Strategy: Develop, publish, evangelize and manage the technology roadmap for the customer facing applications space. This includes web technologies like SiteCore, Hybris, and Xactly.

Steering of Key Projects: Provide guidance, oversight and assistance to the employees and vendors that are executing key projects for customer facing applications. This includes fulfilling the role of project gate keeper and steering committee member. The team is currently executing a key project to upgrade Hybris and SiteCore.

Employee Supervision: Lead the employee direct reports (presently 4 people) to define their goals, to deliver on their goals, to execute their job responsibilities in a way that meets or exceeds the expected behavior of an IT professional and to grow towards their potential. Provide meaningful and timely performance feedback to the direct reports and complete the performance reviews per Carestream HR policy. Follow all Carestream HR policies regarding the handling of employee personnel issues.

Organization Improvement: Work as part of a team of IT Managers and IT Directors to improve the IT organization. Recent improvement areas include resource management, project portfolio management, audits and compliance, vendor selection and management, and changes necessitated by corporate changes.

* 3+ years experience in supervising an IT team or equivalent training

* Bachelors Degree and 10+ years experience in applications development and support including experience with cloud applications

* 8+ years experience supporting production applications via incident tickets

* SAP Commerce, eCommerce or Cloud knowledge is required (Hybris). Experience with product, images and content catalogue management.

* SiteCore or Adobe web content management and applications support knowledge is required

* Functional knowledge of Marketing and Sales in a digital transformation environment

* A proven track record with engaging, negotiating, contract agreements and over site vendors.

* Experience working in a global team with international customers in over 50 countries

* Language, time zone, local requirements, data privacy, regulatory requirements

* Experience in dealing with leaders and clients at all levels within a company

* Experience with IT application change management

* Familiarity with software development life cycle methodology is required

* Broad experiences in business and technical aspects of IT work

* Web development in either Microsoft or Java technologies

* Experience adapting and changing to take on new roles

Carestream, and its subsidiaries, is an equal opportunity/affirmative action employer and does not discriminate on the basis of any legally protected status or characteristic. Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran..

Keywords: Carestream Health, Inc., Rochester , Digitization IT Manager Customer Facing Applications, Executive , Rochester, New York

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