IT Supplier Performance Management Lead - Contract Specialist (Hybrid) at Becton Dickinson NA

Posted in Other 13 days ago.

Location: Franklin Lakes, New Jersey

Job Description:

Job Description Summary

Job Description

We are the makers of possible

BD is one of the largest global medical technology companies in the world. Advancing the world of healthâ„¢ is our Purpose, and it's no small feat. It takes the imagination and passion of all of us-from design and engineering to the manufacturing and marketing of our billions of MedTech products per year-to look at the impossible and find transformative solutions that turn dreams into possibilities.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you'll be supported to learn, grow and become your best self. Become a maker of possible with us.

Job Description Summary:

Each segmented IT supplier must be uniquely managed according to the appropriate service levels. Our performance management capabilities ensure that the correct service levels are measured accurately, and that they align to BD's business goals and overall industry standards. This includes management of the customer satisfaction program, SLA definitions/changes, SLA reporting, industry benchmarking, performance analytics and service credit/earn back oversight. The IT Supplier Performance Management Lead is accountable for the implementation and management of our global IT supplier performance management systems and processes. This includes management and oversight of service levels, customer satisfaction, performance analytics, contract compliance management and service credit management for each of our strategic IT suppliers. The IT Lead for Supplier Performance Management will liaise with BD infrastructure, applications, service integration and management, and finance teams in order to properly manage the performance of our strategic IT suppliers. This role is responsible for supporting regular audits of the major IT suppliers and partners, in order to ensure accurate internal supplier performance reporting, contract compliance management, credits and service level exception reporting. The role will also be responsible for establishing efficient guidelines, processes, and management systems for properly managing our IT supplier performance processes. The IT Lead for Supplier Performance Management will be responsible for leading, chairing, or participating in several global meetings. This includes regular meetings with BD and supplier stakeholders to review supplier performance and establish improvement programs when required. Activities: customer satisfaction program, SLA definitions/changes, SLA reporting, contract compliance, industry benchmarking, performance analytics and service credit/earn back oversight.


  • Generalist mindset with strong analytical skills and ability to act in an entrepreneurial setting decisively, yet in a disciplined manner.

  • Ability to influence and break down silos within an organization as well across organizations.

  • Ability to understand the mapping of organizational vision and contribute ideas.

  • Ability to communicate complex contracts & SLA's in a simplified manner.

  • Ability to influence partners/team members in written and oral communications.

  • Ability to lead change using positive and collaborative methods.

  • Highly collaborative work style which includes working optimally across all organizational levels.

  • Experience working in a highly matrixed organization and in overcoming ambiguity.

  • Leading by example, mentoring, and inspiring others all around you.

  • Superior analytical, evaluative, and problem-solving abilities.

  • Must have experience with customer satisfaction programs, surveys, service level agreements (SLA) definitions/changes, SLA reporting, industry benchmarking, performance analytics and service credit/earn back oversight.

  • Keen knowledge and understanding of IT infrastructure environments and products are strongly preferred.

  • Good judgment and decision-making

  • Able to align and work with diverse global stakeholders.

  • Strong humility, listening, creativity, and negotiation skills.

  • Accept ownership and drive change.

  • Personal integrity and an ability to maintain confidentiality of company and client information

Minimum Qualifications:

  • Degree level qualification; or equivalent combination of education and experience.

  • Minimum of 4 years of IT vendor/supplier and/or contract management with SLA focus.

  • 2+ years of data analytics tools experience, preferably in ServiceNow Performance Analytics; others could be SAS or Minitab

  • Power BI experience is a plus.

Primary Work Location and Additional Considerations:

  • USA NJ- Franklin Lakes

  • We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor Visas' at this time.

  • We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to provide Relocation assistance at this time.

  • We encourage Candidates near our BD Location of: Franklin Lakes, NJ to apply for this Hybrid role.

  • This is a Hybrid role that requires you to be at your assigned worksite 3 days out of the week. Local policies may apply. BD may change your work arrangement based on business needs,

For certain roles at BD, employment is contingent upon the Company's receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD's Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It's also a place where we help each other be great, we do what's right, we hold each other accountable, and learn and improve every day.

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you'll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.

To learn more about BD visit

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.


Primary Work Location

USA NJ - Franklin Lakes

Additional Locations

Work Shift
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