IT Service Delivery Manager

hace 5 meses

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

  • IT Service Delivery Manager

    hace 4 semanas

    Alajuela, Alajuela, Costa Rica Medtronic A tiempo completo

    **Transforming Healthcare Together**At Medtronic, we're committed to creating innovative technologies that improve lives. As an IT Service Delivery Manager, you'll play a critical role in ensuring the success of our platform services. Your mission will be to oversee the delivery of high-quality services, ensuring that our infrastructure and operations are...

  • IT Service Delivery Specialist

    hace 4 días

    Alajuela, Alajuela, Costa Rica SmileDirectClub A tiempo completo

    About UsSmileDirectClub is a company that believes everyone deserves access to a smile they love. We also believe that you deserve a job that brings joy and fulfillment.We're looking for an IT Service Delivery Specialist who can help us make this vision a reality. As a ServiceNow System Administrator II, you will play a key role in ensuring the smooth...

  • IT Infrastructure Manager

    hace 4 semanas

    Alajuela, Alajuela, Costa Rica Golabs A tiempo completo

    **About the Job**At Golabs, we are seeking a highly skilled IT Infrastructure Manager to join our team. As an IT Infrastructure Manager, you will be responsible for providing technical support and guidance to employees regarding hardware, software, and network-related issues.**Responsibilities**Provide technical support and guidance to employees regarding...

  • IT Platform Governance Manager

    hace 5 días

    Alajuela, Alajuela, Costa Rica Medtronic A tiempo completo

    Careers that Transform HealthcareIn this role, you will join the IT Infrastructure & Operations value-stream as part of the Platform Services team. Our mission is to provide 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...

  • IT Customer Service Representative

    hace 3 semanas

    Alajuela, Alajuela, Costa Rica People Working Corp A tiempo completo

    At People Working Corp, we are dedicated to providing education and certification programs, and we seek a skilled IT Customer Service Specialist to join our team.Below are the key requirements for this role:Key Responsibilities:Resolve customer service inquiries while building a relationship with the customer and delivering exceptional service to improve the...

  • ServiceNow ITSM Process Manager

    hace 5 días

    Alajuela, Alajuela, Costa Rica Splunk A tiempo completo

    Splunk is building a safer and more resilient digital world. Our unified security and observability platform helps the world's leading enterprises keep their digital systems secure and reliable.At Splunk, our people make us stand out as an amazing career destination. We want your whole, authentic self. Bring your work experience, problem-solving skills, and...

  • Account Manager

    hace 4 semanas

    Alajuela, Alajuela, Costa Rica Softwareone A tiempo completo

    Job Function: SalesThe role:We strive to foster a culture and workplace that empowers our employees to be authentic, best versions of themselves. This is the basis of our diversity, equity, inclusion, and belonging initiatives.We are seeking a skilled professional to join our team as:**Account Manager****Farmer**Full-timeThe Account Manager at SoftwareOne...

  • IT Cybersecurity Technical Project Manager

    hace 2 semanas

    Alajuela, Alajuela, Costa Rica Global Services Business A tiempo completo

    Job Summary:An internationally recognized company, Global Services Business, is seeking a highly skilled IT Cybersecurity Technical Project Manager to join their team.The successful candidate will be responsible for managing multiple company security projects, both present and future.Key Responsibilities:Learn and understand technical aspects and...

  • Operations Excellence Manager

    hace 2 semanas

    Alajuela, Alajuela, Costa Rica Jll A tiempo completo

    At JLL, we're committed to delivering exceptional results and exceeding client expectations.The Performance Manager plays a critical role in achieving this goal by ensuring seamless execution of key tasks related to Service Level Agreements (SLAs), rebate and fee collections, quarterly survey setup processes, and business review administration.This position...

  • Enterprise IT Security Specialist

    hace 1 semana

    Alajuela, Alajuela, Costa Rica Golabs A tiempo completo

    **Overview at Golabs**We are seeking an experienced Enterprise IT Security Specialist to join our team. In this role, you will be responsible for administering Intune and SCCM automated software delivery, creating and maintaining desktop images, and deploying Windows to desktops.Main Responsibilities:Administer Intune and SCCM automated software delivery...

  • Senior Enterprise Solutions Manager

    hace 1 semana

    Alajuela, Alajuela, Costa Rica Tek Experts A tiempo completo

    OverviewTek Experts is a leading Technical Support and Services company focused on delivering specialized and unique solutions for clients. We're problem solvers, engagers, and creative thinkers who always strive to help our customers succeed.Job DescriptionAs a Senior Enterprise Solutions Manager, you will be responsible for leading and inspiring a global...

  • Digital Marketing Analyst

    hace 3 semanas

    Alajuela, Alajuela, Costa Rica Kimberly-Clark A tiempo completo

    About Our TeamKimberly-Clark is a leading global consumer goods company with a rich history of innovation and a commitment to excellence. Our team is dedicated to delivering high-quality products and services that meet the needs of our customers and stakeholders.About the RoleWe are seeking a skilled Digital Marketing Analyst - Product Delivery to join our...

  • Técnico de Apoyo a Sistemas Especializado

    hace 14 horas

    Alajuela, Alajuela, Costa Rica It France A tiempo completo

    Descripción del CargoEn It France, nos encontramos en busca de un Técnico de Apoyo a Sistemas Especializado para sumar a nuestro equipo de soporte técnico. Este profesional será el responsable de brindar asistencia técnica de nivel 2 a usuarios internos y externos, abordando problemas y solicitudes relacionadas con sistemas operativos Windows.Entre las...

  • Technical Team Lead

    hace 4 semanas

    Alajuela, Alajuela, Costa Rica Tek Experts A tiempo completo

    Key Responsibilities:As a Team Manager at Tek Experts, you will be responsible for building, managing, and developing a team of 15-20 support engineers to deliver exceptional customer service. You will be a key business leader, serving as a point of contact for customers, delivery teams, and senior management.Key Responsibilities:Manage your team to ensure...

  • IT Support Specialist

    hace 2 semanas

    Alajuela, Alajuela, Costa Rica Solventum A tiempo completo

    Job OverviewSolventum is seeking a skilled IT Support Specialist to join our team at the Costa Rica Global Service Center.The ideal candidate will have a strong background in IT and excellent communication skills to effectively assist colleagues with technical issues.Key ResponsibilitiesProvide IT support and troubleshooting for colleaguesCollaborate with...

  • Senior Operations Manager

    hace 2 semanas

    Alajuela, Alajuela, Costa Rica Tek Experts A tiempo completo

    OverviewWe're looking for a seasoned Senior Operations Manager with a proven track record of driving high-performance cultures and delivering exceptional outcomes. As a key member of our operations team, you will be responsible for overseeing the day-to-day operations of our business units, ensuring seamless execution, and driving business growth.Key...

  • Senior Procurement Manager

    hace 3 semanas

    Alajuela, Alajuela, Costa Rica Confluent Medical Technologies A tiempo completo

    Job Title: Senior Procurement ManagerConfluent Medical Technologies is a leading provider of innovative medical devices, and we are seeking a skilled Senior Procurement Manager to join our team. As a key member of our procurement team, you will be responsible for leading the procurement function, developing and implementing strategic sourcing initiatives,...

  • Senior IT System Support Specialist

    hace 5 meses

    Alajuela, Costa Rica EcoLab A tiempo completo

    Ecolab is looking for a **Senior IT System Support Specialist** for our Enterprise Data Office. As part of the Data Engineering team, you will work directly with data architects and functional analysts to create data products that enable the rapid delivery of business insights. This role will be responsible for the design, development, and deployment of...

  • Global Client Relationship Manager

    hace 2 semanas

    Alajuela, Alajuela, Costa Rica Tek Experts A tiempo completo

    **Job Overview**Tek Experts is seeking an experienced Global Client Delivery Leader to lead the overall client relationship and end-to-end delivery across multiple lines of business. The successful candidate will be responsible for managing a global team of over 1000 Technical Support Engineers, ensuring they consistently deliver industry-leading customer...

  • Customer Service Export Specialist

    hace 3 semanas

    Alajuela, Alajuela, Costa Rica The Kraft Heinz Company A tiempo completo

    About the RoleThe Customer Excellence Exports Specialist will be responsible for providing exceptional customer service by addressing inquiries from internal and external customers, resolving order management and logistics issues, and analyzing future service risks.Key ResponsibilitiesIdentify trends, recurrent issues, and opportunities to improve service...