Senior Director, Service Excellence & End User Experience at Medtronic

Duluth, Georgia, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical DevicesIndustries

Requirements

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 teams

Responsibilities

Create, cultivate, and measure best practices and methods for delivering exceptional digital service to 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

Skills

Desktop Engineering

Endpoint Management

Helpdesk

Digital Workflow

Service Delivery

RFP Management

IT Strategy

Cost Optimization

Security Compliance

End User Support

Medtronic

Develops and manufactures medical devices and therapies

About Medtronic

Medtronic provides medical technology, services, and solutions to improve patient care. The company develops a variety of medical devices, including pacemakers, insulin pumps, surgical tools, and neurostimulation devices, which help diagnose, prevent, and treat chronic diseases. These products are used by hospitals, clinics, and healthcare professionals around the world. Medtronic stands out from competitors by investing significantly in research and development to create new products and offering additional services like training and patient management programs. The goal of Medtronic is to enhance patient outcomes and lower healthcare costs through its comprehensive range of medical solutions.

Fridley, MinnesotaHeadquarters

1949Year Founded

$3.2MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Paid Vacation

Paid Sick Leave

Paid Holidays

401(k) Retirement Plan

401(k) Company Match

Employee Stock Purchase Plan

Employee Assistance Program

Wellness Program

Risks

Emerging competitors like Fire1 threaten Medtronic's heart failure management market share.

Spine biologics market growth may attract new entrants, increasing competition for Medtronic.

Recent IPOs in medtech indicate rising competition, challenging Medtronic's market position.

Differentiation

Medtronic's diverse product range spans cardiovascular, diabetes, neurological, and surgical technologies.

The company invests heavily in R&D to drive innovation in medical devices.

Medtronic offers comprehensive services, including training and technical support, enhancing product value.

Upsides

Exclusive deal with Kuros enhances Medtronic's orthopedic portfolio and market share.

Growing spine biologics market offers expansion opportunities in spinal fusion and regenerative medicine.

Balloon catheters market growth aligns with Medtronic's recent product launches, boosting cardiovascular presence.

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