Digitization IT Manager Customer Facing Applications
Company: Carestream Health, Inc.
Posted on: April 18, 2019
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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 Salesforce.com for lead and funnel
management and other sales process workflows. A sales data mart
supports the information needs of Salesforce.com. 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 (www.carestream.com), 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
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, Salesforce.com and
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
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
* Bachelors Degree and 10+ years experience in applications
development and support including experience with cloud
* 8+ years experience supporting production applications via
* SAP Commerce, eCommerce or Cloud knowledge is required (Hybris).
Experience with product, images and content catalogue
* SiteCore or Adobe web content management and applications support
knowledge is required
* Functional knowledge of Marketing and Sales in a digital
* 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
* 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
* Broad experiences in business and technical aspects of IT
* 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.
Keywords: Carestream Health, Inc., Rochester , Digitization IT Manager Customer Facing Applications, Executive , Rochester, New York
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