Head of Service 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 valuebased 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 highquality 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:

• Bachelors or Masters 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 largescale 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 problemsolving 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 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 selfstarting and committed to achieving results and have a strong sense of ownership and followthrough to resolution.

Travel Requirements: 1020

The following base pay range reflects the anticipated base pay for this position if a selected candidate were to
be located in Colorado. Base pay may vary based on location and other factors.
Base Pay Range: $

The following base pay range reflects the anticipated base pay for this position if a selected candidate were to be
located in California NJ Remote NY Remote or Washington. Base pay may vary based on location and
other factors.
Base Pay Range: $170000 $260000

This position is eligible for shortterm incentive compensation. The position is also eligible for longterm incentive.

Full time

Regular

Colleague

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.

Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race color religion sex sexual orientation age gender identity or gender expression national origin disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at to request an accommodation. Zoetis also complies with all applicable national state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: 1 our company website at www.Zoetis/careers site or 2 via email to/from addresses using only the Zoetis domain of @zoetis. In addition Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.