Sr. Manager of Platforms & Solutions, Global Service Transformation (Remote Option)

CAREERS THAT CHANGE LIVES:

The Sr. Manager of Platforms & Services, Global Service Transformation (GST) will lead a team of professionals, within the Cardiac Rhythm Management Patient & Field Services function, to support and innovate the FocusOn and service technology programs that are leveraged across the globe.  These programs support centralized technology that enables regional service models within the Cardiac Rhythm Management (CRM) and Cardiac Diagnostics & Services (CDS) businesses.  Through the leadership of this Sr. Manager, the team supports the global regions to deliver centralized device management services, which are at the core of our global service transformation strategy.  

The regional services provide several benefits to the CRM and CDS businesses: 
•Transitioning device support services from regional field resources to a centralized program
•Reducing total cost of device support for the business
•Generating service revenue
•Creating value-add services and data solutions for Medtronic customers

These services also enhance our customers’ experiences with Medtronic device data and provide an opportunity to drive targeted, actionable information to enhance the patient care pathway.  The Sr. Manager of Platforms & Solutions leads the global platforms innovation roadmap and is integral to the success of the regional service programs. They will partner with the Sr. Director of Global Service Transformation to support the global strategy for innovation of CRM and CDS service models.

We look for leaders who have a clear vision of where we are going and how to get there, bold inclusive thinkers who create new ideas and bring our best solutions forward to benefit our patients, business partners, and customers. Sound like you... then apply!

A DAY IN THE LIFE:

Service Model Strategy:
●With inputs from regional and business partners, define the strategy for the global service platforms (ServiceNow and OutSystems) that support regional service models.
●Understand the business application and service models in the regions to ensure the strategy supports the regional utilization of the platforms.
●Partner with GST team members to ensure alignment of service transformation programs with the global service platforms’ roadmap.  
●Drive innovation and efficiencies into the regional service operations through advancement of the platform technology and development of AI (through a partnership with the R&T organization).
●Lead exploration of platform launches in new regions as service models change and mature.

Program and People Leadership:
●In partnership with the regional, business, and GST partners, understand program requirements, voice of customer, and business and operational input to ensure the program will meet the defined outcomes.
●Lead a team of system analysts, program managers, and technical specialists to drive execution of program results. Oversee and manage the operational aspects of ongoing global service platform projects.
●Develop and coach the platforms team to drive productivity and employee engagement and growth.
●Work with the platform program managers to design, maintain, and communicate the global platforms roadmap to regional and business stakeholders.
●Manage all aspects of program funding, capital approvals, and ongoing monitoring of the global service platforms budget.
●Collaborate with IT/vendors to ensure funding is utilized effectively.  Drive the technical teams to on-time, in-budget delivery of program targets.
●Lead the team to develop effective go-live plans (training, hyper care, support) to ensure successful platform releases in the regions. 
●Ensure proper system documentation is maintained and proper quality and regulatory review processes are followed.
●Assess ongoing project risks and issues and develop resolutions to meet productivity and quality goals. Develop mechanisms for monitoring project progress and comprehensive communication plans for cross-functional and global stakeholders’ engagement. 

Cross-functional and Global Collaboration:
●Partner with PFS leadership, PM software, IT, and regional partners to identify, prioritize and champion the needs for the global service platforms and solutions. 
●Communicate the platform roadmap and ongoing release timeline to regional partners and CRM and CDS business stakeholders routinely to ensure visibility.
●Communicate the business and customer impact of platform enhancements and results to business and regional leaders.
●Partner with quality, regulatory, privacy and security partners to ensure regional requirements are met within the solutions.
●Partner with the regional partners and PFS lean sigma resources to drive optimization of technology workflows.
●Facilitate sharing of global best practices, wins, and lessons learned to optimize usage of the global platforms and drive new opportunities in the regions through a quarterly global platform forum and ongoing engagements.
 

Must Have:
•Bachelor’s degree 
•Minimum of 7 years’ experience in a Program Management or IT-focused role (5 years with an advanced degree) 
•Formal or informal people management/coaching experience experience 

Nice to Have:
•Advanced degree in a technical area (engineering, software, etc.)
•Experience with implantable cardiac devices and remote monitoring
•Experience with global, cross-functional teams
•Ability to lead and coach a team towards individual and collective goals
•Excellent communication skills and interpersonal/team effectiveness
•Demonstrated capacity for strategic thinking, project planning, and project management
•Results oriented and able to drive accountability in others

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. Let’s 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)