Service Delivery & ITSM

The Service Delivery Manager plays a critical role in ensuring the effective and efficient delivery of services within Medtronics operational framework. This position will oversee operational processes drive adherence to governance structures and provide strong leadership in monitoring reviewing and planning service delivery activities across IT Supply Chain Planning and Execution teams. This role is accountable for end to end service outcomes across run enhance and change delivery.

Key Responsibilities
Operations Oversight and Communications:
Oversee daily service operations to ensure compliance with Medtronics governance structure and operational processes.
Serve as a key point of contact for communication across teams and stakeholders.
Metrics Monitoring & Issue Resolution:
Monitor service delivery metrics to proactively identify and resolve issues related to quality process adherence resource allocation and overall performance.
Performance Reviews & Planning:
Lead weekly performance reviews focused on support backlog and enhancement backlog ensuring clear prioritization and effective planning for the week ahead. Technical Guidance
Provide technical guidance for assigned portfolio
Offer technical oversight collaborating with architects and business analysts
Engage with Medtronic and managed service provider (MSP) technical professionals to deliver high-quality solutions and
support

Qualifications
Bachelors degree in Business Information Technology or related field
Proven experience in service delivery management operations or a related field
Strong leadership and communication skills with the ability to prepare and present operational KPIs to management
Analytical mindset with the ability to interpret metrics and drive process improvements
Demonstrated analytical abilities with experience monitoring metrics and driving process improvements
Excellent communication organizational and problem-solving skills
Experience with managed service providers and ITSM best practices
Familiarity with compliance audit and risk management processes
A strong sense of ownership and accountability for service outcomes