IT Service Delivery Manager

hace 2 semanas

Alajuela, Costa Rica Medtronic A tiempo completo

**Careers that Change Lives**

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.

Our unwavering commitment to inclusion, diversity, and equity (ID&E) means zero barriers to opportunity within Medtronic and a culture where all employees belong, are respected, and feel valued for who they are and the life experiences they contribute.

We know equity starts beyond our workplace, and we must play a role in addressing systemic inequities in our communications if we hope to have long-term sustainable impact.

Anchored in our Mission, we continue to drive ID&E forward both to enhance the well-being of Medtronic employees and to accelerate innovation that brings our lifesaving technologies to more people in more places around the world.

Bring your talents to an industry leader in medical technology and healthcare solutions - we’re a market leader and growing every day. You can be proud to be a part of technologies that are rooted in our long history of mission-driven innovation. You will be empowered to shape your own career. We encourage and support your growth with the training, mentorship, and guidance you need to own your future success. Together, we can transform healthcare.

**A Day in the Life**

OPERATIONS OVERSIGHT AND COMMUNICATION
- 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
- Provide a level of technical capability to identify gaps in services and to challenge the vendor and partners where services are not meeting expectations.

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.
- Oversee account creation and deactivation as well as system access for MSP staff.
- Ensure training compliance of MSP 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.
- Review, approve, manage, and monitor usage of enhancement hours available

**Must Have: Minimum Requirements
- Bachelors degree required.
- Minimum of 7+ years of experience with a bachelor’s degree or 5+ years of experience with an advanced degree.

**Nice to Have**
- Strongly Preferred:

- Experience governing a Managed Service Provider in a technical environment
- Understanding of Infrastructure and Platform capabilities
- 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

**A

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