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Service Delivery Director - Cloud

Medtronic


Location:
Mounds View, MN 55112
Date:
24-11-2020
2020-11-242021-02-05
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  • Medical & Health Care Jobs
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Job Details

Service Delivery Director - Cloud

Location:

Mounds View, Minnesota, United States

Requisition #:

20000H5T

Post Date:

Nov 24, 2020


**Responsibilities:**


The **Service Delivery Director** is accountable for end to end delivery of services to ensure operations are running BAU (Business as Usual) and deliver best in class operational services and quality to managed service provider(s). Will act as a single point of contact coordinating change and operational support activities; enhancement and project scope; continuous improvement and ensuring current and future service levels are met.


**This role will be responsible for the following key processes and activities:**


+ Guarantee adherence to a well-defined governance structure


+ Monitor metrics and proactively resolve issues with Service Delivery, Quality, Process, Resource, and Performance


+ Enthusiastically participate in Weekly Performance Review of support backlog, enhancement backlog, and planning for week ahead


+ Contribute to Service Level Management Monthly meetings to review the summary of SLA metrics performance across support, enhancements and projects


+ Attend the Contract Change Management Quarterly meetings to review contract compliance and review/agree on amendments


+ Provide status and performance reports of performance, issues, and risks to leadership


**Oversee Outsource Provider Relationship for End to End service delivery**


+ Guarantee customer satisfaction


+ Track work product daily while identifying and resolving issues quickly


+ Adhere to agreed upon escalation process to handle issues concerning day-to-day activities


+ Ensure usage of change and release processes and other requirements by the Managed Service Provider (MSP)


+ Coordinate with retained organization for oversight, reviews/approvals and interventions as required


+ Remove need for change orders and reducing financial impact where possible


+ Hold vendor accountable, monitor and report on efficiency effectiveness measures included in the vendor solution


Manage project and enhancement requirements while ensuring alignment to financial commitments


+ Forecast future work and coordinate with MSP leadership to appropriately staff for future work


+ Build, execute and manage Statement of Work for service groups


+ Manage and monitor usage of enhancement hours available


**Role Competency Expectations:**


**Autonomy**


+ Performs work without substantial direction


**Organizational Impact**


+ Accountable for the success of managed services for assigned area


+ Responsible for the forecasting and budgeting of project and enhancement work with the vendor


+ Accountable for end to end service delivery from the MSP for assigned area


**Innovation Complexity**


+ Fully understand and ensures adherence to all contract elements relating to service delivery


+ Responsible for the run better enhancements committed to by the vendor


**Communication Influence**


+ Communicates with key IT leaders to provide the status of the program


+ Influences the MSP to adhere to contract terms and conditions while providing recommendations for ongoing improvements internally and externally


**Leadership Talent Management**


+ Vendor Management, Coaching, Mentoring


**Knowledge Experience**


+ Exhibits technical leadership in area of responsibility


+ Displays strong process orientation with a significant attention to detail


+ Experience with ITIL


**Stakeholders and Key Relationships:**


+ Managed Service Provider contacts


+ Chief Information Officer (CIO)


+ Application Services Infrastructure and Operations leaders


+ ITMO leaders


+ Global IT Group, Region, and Function leaders


+ Global IT Portfolio leaders Signature program managers


+ Legal


+ Sourcing


**Must Have: Minimum Requirements**


+ Bachelors degree required

+ Minimum of 10 years of IT experience with 7+ years of managerial experience, or advanced degree with a minimum of 8 years of IT experience with 7+ years of managerial experience


**About Medtronic**


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. Lets 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 or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)
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 law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.
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