Senior Director, Service Excellence & End User Experience
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Job Location:
Duluth, MN - USA
Monthly Salary:
$ 206400 - 309600
Posted on:
22 days ago
Vacancies:
1 Vacancy
Job Summary
At Medtronic you can begin a life-long career of exploration and innovation while helping champion healthcare access and equity for all. Youll lead with purpose breaking down barriers to innovation in a more connected compassionate world.
A Day in the Life
The Senior Director Service Excellence & End User Experience will be responsible for creating and implementing strategies to ensure a consistently high level of end user support across the organization. This includes but is not limited to desktop engineering desktop support endpoint management helpdesk digital workflow and onsite support capabilities.This position is an exciting opportunity to work with Medtronics Diabetes business. Medtronic has announced its intention to separate the Diabetes division to promote future growth and innovation within the business and reallocate investments and resources across Medtronic subject to applicable information and consultation requirements. This separation provides our team with a bold opportunity to unleash our potential enabling us to operate with greater speed and agility. As a separate entity we anticipate leveraging increased investments to drive meaningful innovation and enhance our impact on patient care.
Key Duties and Responsibilities:
Create cultivate and measure best practices and methods for delivering digital exceptional service to our team members
Design and manage a comprehensive framework to assess and improve service delivery
Develop and implement the strategic vision for End User Services
Develop and implement operational strategies to streamline processes reduce costs and enhance overall efficiency.
Manage the lifecycle of end user technologies recommend new technologies to enhance user experience and ensure compliance with security policies
Create and manage RFPs for service delivery and end user experience including workstations
Stay informed about industry trends regulatory changes and emerging best practices related to operations governance reporting and analytics.
Identify opportunities for improvement within the service team and across other functions that support it through continuous improvements
Work with other departments and stakeholders to ensure a seamless and consistent customer experience by providing monthly status updates dashboarding and developing operational transparency
Manage and optimize relationships with managed service providers ensuring SLAs KPIs and continuous improvement initiatives are met.
Create define and implement Service Level Agreements (SLAs) for the global organization; monitor and report on SLA adherence
Serve as a leader in defining and implementing a company-wide case management system to log triage assign and resolve client escalations
Ensure the security scalability and reliability of all platforms and services for all infrastructure applications and environments
Drive platform governance lifecycle management and roadmap planning in alignment with the enterprise strategy
Lead incident response root cause analysis and problem management for all digital issues including development of notification channels
Provide technical leadership for all service delivery and end user initiatives
Support budget planning license management auditing and cost optimization for all digital services
Familiarity with incident management SRE principles and building operational playbooks
Knowledge and Skills:
Expert-level knowledge of Service Management and service delivery models
Strong understanding of operations in manufacturing
Proven experience managing third-party service providers
Familiarity with ITIL practices and service management tools (e.g. ServiceNow).
Strong communication and stakeholder engagement skills with the ability to translate technical concepts into business value.
Demonstrated ability to lead cross-functional initiatives and influence without authority
Proven track record of building scalable high-performance platforms
Experience leading large global teams
Deep understanding of cloud platforms microservices and modern software development practices
Strong business acumen and the ability to communicate complex technical concepts to stakeholders
Passion for innovation and creating transformative digital experiences
Required Education and Experience:
Bachelors degree in Computer Science Information Systems or related field.
15 years of experience in IT with at least 10 years in Service Delivery leadership roles or advanced degree with a minimum of 13 years prior experience and a minimum of 10 years leadership experience
Preferred Skills:
Experience managing global teams including offshore delivery models
Change management and user adoption strategies
Agile and DevOps methodologies
Experience with hybrid environments and cloud migrations
Physical Job Requirements
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position but they are not an exhaustive list of all the required responsibilities and skills of this position.
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 or local HR to understand the Work Conditions and Physical requirements that may be specific to each role.
Benefits & Compensation
Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits resources and competitive compensation plans designed to support you at every career and life stage.
The following benefits and additional compensation are available to those regular employees who work 20 hours per week: Health Dental and vision insuranceHealth Savings AccountHealthcare Flexible Spending AccountLife insurance Long-term disability leaveDependent daycare spending accountTuition assistance/reimbursement andSimple Steps (global well-being program).
The following benefits and additional compensation are available to all regular employees:Incentive plans 401(k) plan plus employer contribution and matchShort-term disabilityPaid time offPaid holidaysEmployee Stock Purchase PlanEmployee Assistance ProgramNon-qualified Retirement Plan Supplement (subject to IRS earning minimums) andCapital Accumulation Plan (available to Vice Presidents and above or subject to IRS earning minimums).
Regular employees are those who are not temporary such as interns. Temporary employees are eligible for paid sick time as required under applicable state law and the Employee Stock Purchase Plan. Please note some of the above benefits may not apply to workers in Puerto Rico.
Further details are available at the link below:
Medtronic benefits and compensation plans
About Medtronic
We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission to alleviate pain restore health and extend life unites a global team of 95000 passionate people.
We are engineers at heart putting ambitious ideas to work to generate real solutions for real people. From the R&D lab to the factory floor to the conference room every one of us experiments creates builds improves and solves. We have the talent diverse perspectives and guts to engineer the extraordinary.
Learn more about our business mission and our commitment to diversity here.
It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age color national origin citizenship status physical or mental disability race religion creed gender sex sexual orientation gender identity and/or expression genetic information marital status status with regard to public assistance veteran status or any other characteristic protected by federal state or local addition Medtronic will provide reasonable accommodations for qualified individuals with disabilities.
If you are applying to perform work for Medtronic Inc. (Medtronic) in any position which will involve performing at least two (2) hours of work on average each week within the unincorporated areas of Los Angeles County you can findhere a list of all material job duties of the specific job position which Medtronic reasonably believes that criminal history may have a direct adverse and negative relationship potentially resulting in the withdrawal of a conditional offer of employment. Medtronic will consider for employment qualified job applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Required Experience:
Exec
Key Skills
- CSS
- InVision
- Balsamiq
- HTML5
- Information Architecture
- Ux
- Usability
- Fireworks
- User Research
- UI
- Axure
- Experience Design
About Company
About Medtronic Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology 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 excit ... View more
