Senior Director, Service Excellence & End User Experience

We anticipate the application window for this opening will close on - 20 Nov 2025At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.A Day in the LifeThe 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 Medtronic's 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:Bachelor’s 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 RequirementsThe 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 & CompensationMedtronic offers a competitive Salary and flexible Benefits PackageA 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.Salary ranges for U.S (excl. PR) locations (USD):$206,400.00 - $309,600.00This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).This position is eligible for an annual long-term incentive plan.The base salary range is applicable across the United States, excluding Puerto Rico. Base pay is based on numerous factors and may vary by job-related knowledge, skills, experience, etc. Compensation and benefits information pertains solely to candidates hired within the United States (local market compensation and benefits will apply for others).The following benefits and additional compensation are available to those regular employees who work 20+ hours per week: Health, Dental and vision insurance, Health Savings Account, Healthcare Flexible Spending Account, Life insurance, Long-term disability leave, Dependent daycare spending account, Tuition assistance/reimbursement, and Simple 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 match, Short-term disability, Paid time off, Paid holidays, Employee Stock Purchase Plan, Employee Assistance Program, Non-qualified Retirement Plan Supplement (subject to IRS earning minimums), and Capital 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:About MedtronicMedtronic benefits and compensation plansWe 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 95,000+ 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 law. In 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 find here 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.