Head of Supplier Delivery Management Office

Locations: Parsippany, NJ; US Remote – East Coast preferred

Position Summary:

Zoetis is one of the largest manufacturers of Animal Health products and providers across the full continuum of care. The company recognized digital as a key growth driver and enabler of achieving our strategy. Growth is both organic and through a steady stream of acquisitions.

The Zoetis Tech & Digital (ZTD) organization is in a distinguished position to lead one of Zoetis’ core strategies, lead in digital technology and data analytics as we reimagine animal health. As ZTD executes its digital, data and technology strategy to reinvent how we work in a digital world, we will also unlock new sources of value for our colleagues, Zoetis and our customers. This is an exciting time to join the ZTD team and be a key leader in this digital transformation. 

A strategic priority for ZTD is to improve the service quality and scope of services with our Managed Services Providers (MSP) while shifting to build value-based and innovative partnerships. We are seeking an experienced, strategic leader to build a new Service Delivery Management Office (SDMO) that will be accountable for ensuring that our MSPs deliver high-quality services in alignment with contractual commitments, partnering closely with the Supplier Management Office. This new SDMO will work very closely with the Supplier Management Office (SMO) which is responsible for the overall process and governance across performance, contract, financial and relationship management processes. As this is a new capability for ZTD, the qualified candidate will be responsible for building this team and ensuring teams across the organization adopt to this new way of working.

Responsibilities:

Service Management:

• Oversee the delivery of services ensuring all service level requirements (SLRs) are met.
• Manage the service lifecycle from planning and design to delivery and improvement.
• In partnership with the SMO, ensure compliance with contractual obligations, service level agreements (SLAs), and key performance indicators (KPIs).
• Conduct regular audits and reviews of MSP performance and processes.

Stakeholder Management:

• Build and maintain strong relationships with internal stakeholders and MSPs.
• Facilitate regular meetings and communication channels to ensure alignment and address any issues.
• Act as the primary point of contact for escalations and issue resolution.
• Conduct quarterly business reviews with relevant stakeholders.

Strategic Planning:

• Collaborate with senior leadership to define and execute the service delivery strategy.
• Identify opportunities for innovation and improvement in service delivery processes.
• Lead initiatives to enhance the efficiency and effectiveness of MSP engagements.

Incident and Problem Management:

• Manage incidents and problems that arise during service delivery.
• Coordinate with technical teams to resolve issues promptly and implement preventive measures.

Reporting and Analysis:

• Regularly report on service performance metrics.
• Analyze data to identify trends, areas for improvement, and opportunities for enhancing service delivery.

Service Improvement:

• Develop and implement service improvement plans.
• Ensure compliance with service delivery standards and monitor adherence.

Team Leadership:

• Provide leadership and guidance to the Service Delivery Management team.
• Foster a culture of continuous improvement and excellence within the team.
• Ensure the team is adequately trained and equipped to manage MSP relationships effectively.
• Ensure SDM team(s) maintain service(s) according to budgets and adherence to financial guidelines and process

Education and Experience:

• Bachelor’s or Master’s Degree in Computer Science, Business Administration, or other related field or equivalent work experience.
• 10+ years of experience in service delivery management or a related role.

• Proven track record of managing large-scale, global service delivery teams and MSPs with complex contracts..
• Strong leadership, communication, and interpersonal skills.
• Excellent project management and organizational abilities.
• Ability to analyze data and make informed decisions.
• Experienced leader, can deliver immediate results while building new organization

Knowledge, Skills, Ability Requirements:

• Experience with ITIL or other service management frameworks.
• Knowledge of industry best practices and trends in service delivery and MSP management.
• Strong problem-solving and conflict resolution skills.
• Ability to influence, build strong relationships at all levels of the organization, and be a change agent in transforming and implementing new governance structures and ways of working.
• Strong collaboration skills across multiple layers without formal authority.
• Disciplined execution and a continuous improvement mindset.
• Leads and motivates others, generating commitment and a shared sense of purpose.
• Demonstrates and models Zoetis Core Beliefs in all interactions.
• Executive presence and comfort interacting with both internal and senior leadership.
• Must be highly motivated, self-starting, and committed to achieving results and have a strong sense of ownership and follow-through to resolution.

Travel Requirements: 10-20%

Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.