Manager IT Service Center

What IT Program & Project Management contributes to Cardinal Health
The IT Service Center (ITSC) provides Tier 1 support to Employees, Contractors and Customers. For employees and contractors, the ITSC most commonly troubleshoots the following issues for end-users: software and hardware devices (virtual or physical) related to desktops, laptops, warehouse technologies, and associated peripherals. Additional responsibilities include initial assessment of network, telecom issues and password resets. Similar support is provided to customers but with additional focus on enabling end-user access to Cardinal Health e-commerce sites, Cardinal Health proprietary systems and opening cases on behalf of customers for routing to the appropriate Tier II or Tier III team for resolution.

This role will be responsible for the execution of employee and customer-facing, strategic initiatives of the ITSC. The incumbent will have responsibility for driving operational maturing of the team’s analytics and automation offerings in conjunction with IT and business unit stakeholders. The ideal candidate will identify synergies for solutions that enhance the end-user experience and speed resolution of technology-related issues.

Responsibilities:

• Lead day-to-day operations and supervises professional employees, frontline supervisors and/or business support staff on and off-shore
• Provide thought leadership related to quarterly MBO development and FY goals
• Evolve and enforce governance related to ITSC support of projects, programs and initiatives
• Collaborate with Cardinal Health Philippines counterparts as needed to ensure unity of effort and alignment on key processes
• Seek to minimize adverse impact on the ability of employees, contractors and customers to use IT resources
• Be a catalyst for action with subordinates, peers, and others at various management levels
• Develop use cases that support continued investment in automation (AI, ML, RPA) and partner with internal and external partners on same
• Supervisory oversight of Workforce Management – Analytics, Metrics, Operations and automation
• Continuously challenge ITSC processes as well as support processes/workflows of Tier II and Tier III partners
• Lead globally diverse teams, take calculated risks, and pitch innovative solutions to leadership
• Confers with end users, technology teams, and vendors to resolve incidents and fulfill requests.

Qualifications :

• ?Bachelor's degree in related field, or equivalent work experience, preferred
• Minimum 8 years of experience in related field, preferred
• Knowledge of client and warehouse hardware, software, operating systems, network configuration, server interaction, diagnostics and troubleshooting, preferred
• Working knowledge with Tableau, Power BI, other analytics tools, preferred
• Working knowledge of Genesys and Verint, preferred
• Ability to persuade others and clearly articulate ideas (backed by data), preferred
• Ability to manage effectively to obtain results; influence with and without direct authority, preferred
• Ability to work independently or via a team collaboration process, preferred
• Experience providing support via in-person, phone, or remote methods, preferred
• Strong interpersonal skills to manage and deliver exceptional customer service, preferred
• Experience partnering with end users to correlate business requirements to technology solutions
• Strong knowledge of telecom technologies, hardware, software and telephony connectivity, preferred
• Advanced analytical skills, preferred
• Strong financial acumen and project management experience, preferred
• Applicable technical certifications preferred
• Ability to lead onsite and remote teams in a matrixed environment preferred

What is expected of you and others at this level:

• Able to analyze, develop, and enhance engineering workflow processes.
• Ability to multi-task in a fast paced, complex organization
• Extensive experience managing employees and partner resources in a 24x7 model.
• Superb coordination and organization skills.
• Excellent verbal and written communication skills
• Ability to flex staffing to meet operational needs and drive the team towards a more proactive use of data to ensure the best use of resources and tools
• Acts as a mentor to less experienced colleagues
• Working detailed knowledge of data protection concepts and systems
• Working knowledge of change management, project management, cybersecurity, identity management and UX concepts
• Deep knowledge of hardware, operating systems, storage, network, middleware, databases, and virtualization technologies.
• Proficiency with Microsoft Office products.

Anticipated salary range: $87,700.00 - $137,830.00

Bonus eligible: Yes

Benefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before pay day with myFlexPay
• Flexible spending accounts (FSAs)
• Short- and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs

Application window anticipated to close: 04/20/2026 *if interested in opportunity, please submit application as soon as possible.

The salary range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate’s geographical location, relevant education, experience and skills and an evaluation of internal pay equity.

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

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