IT Service Delivery Manager (Hybrid)
In this role, you will join the IT Infrastructure & Operations value-stream as part of the Platform Services team, whose mission is to provide the solid foundational platforms to enable Medtronic business strategies. To achieve this vision, you’ll align with team priorities focused on innovation, speed, and efficiency to ensure reliable and effective platform capabilities with an emphasis on accelerating the adoption of new and differentiating technology.
We believe that when people from different cultures, genders, and points of view come together, innovation is the result —and everyone wins. Medtronic walks the walk, creating an inclusive culture where you can thrive.
Join us for a career in IT that changes lives. Medtronic is committed to fostering a diverse and inclusive culture. Check out the accomplishments of our Women in IT group! http://bit.ly/MedtronicWomeninIT
A Day in the Life
- Ensure adherence to a well-defined governance structure and operational process.
- Monitor metrics and proactively resolve issues with service delivery, quality, process, resource, and supplier performance.
- Enthusiastically participate in weekly performance review of support backlog, enhancement backlog, and planning.
- Contribute to monthly governance meetings to review the summary of SLA & metrics performance across support, enhancements, and projects.
- Provide weekly status and performance reports of issues, and risks to the Director of Infrastructure / Platform.
- Contribute to the VMO processing of invoices and support of audits, where applicable.
- Participate in and contribute to the SDM council meetings and outcomes.
TECHNICAL GUIDANCE
- Interact with the technical professionals within Medtronic and the MSP(s) to provide high quality solutions and support
RELATIONSHIP MANAGEMENT
- Nurture the managed services Provider relationship for end-to-end service delivery.
- Ensure customer satisfaction and proactively follow up with internal and external stakeholders to resolve customer satisfaction and quality issues.
- Ensure compliance with ITSM process (i.e., change and release processes) and other requirements by the MSP(s).
- Direct onboarding and offboarding for managed service provider staff.
- Participate in license compliance activities for MSP staff.
STRATEGIC DEMAND MANAGEMENT
- Manage project and enhancement requirements while contributing to prioritization of demand and ensuring alignment to operational goals.
- Link to architecture, PMO, business analysts and process teams to gather and validate requirements.
- Bachelors degree required.
- Minimum of 7+ years of experience with a bachelor’s degree or 5+ years of experience with an advanced degree.
- Strongly Preferred:
o Experience governing a Managed Service Provider in a technical environment
o Understanding of Infrastructure and Platform capabilities
o Experience with cloud solutions (AWS, Azure)Previous Medtronic experience
- Previous Medtronic experience.
- Proven ability to work with vendors and to achieve win-win relationships.
- Experience delivering tough messages and working with vendors / partners to achieve results
- Experience engaging in high severity production incidents and communicating status.
- Understanding of Cloud capabilities such as automation, CI/CD, Infrastructure as a Service, Software as a Service.
- Understanding of cyber security concepts and priorities.
- Proficiency in ITIL and IT Service Management practices (Incident, Problem, Change, etc.).
- Well-developed social skills to build alliances around DevOps goals and accelerate processes
Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.
We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.
Physical Job Requirements
The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager, recruiter or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)
