At 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 Life
As part of our HR Digital and AI Transformation, the HR organization is advancing a bold, future-focused strategy to build a digital-first operating model that redefines how HR delivers value. Our vision is to harness the power of AI—particularly Agentic AI platforms—to create frictionless, personalized employee experiences, unlock innovation, and drive operational excellence. In the Service Delivery Lead role, you’ll manage AI product operations, oversee service delivery by organizing capacity via Jira, and apply ITIL practices. You’ll lead incident and problem management, analyze service disruptions, and optimize performance, collaborating with IT, engineering, product, and business teams for process improvement and transparency.
Responsibilities may include the following and other duties may be assigned.
- Partner with product managers and verndors to integrate Lean-Agile Service Management practices (e.g. Jira, Scrum) into support workflows to improve responsiveness and adaptability
- Oversee Incident and Problem Management processes to ensure rapid resolution of issues affecting AI Products and SLAs, KPIs, and compliance requirements are consistently met
- Drive root cause analysis and corrective actions for service disruption
- Deliver complex technical projects and initiatives to enable platform modernization, scalability, and security.
- Take ownership of projects, ensuring their successful planning, execution, and completion
- Ensure timely intake, categorization, tracking, resolution, and post-mortem analysis of issues impacting internal operations or deliverables.
- Empower Production Support and IT Operations team to enhance service delivery and service improvement cadences through coaching and facilitation
- Coordinate with Product Owner, UAT and Automation teams to drive prioritized backlog execution.
- Lead status updates, risk mitigation planning, and project delivery timelines for internally sponsored projects
Required Knowledge and Experience:
- Bachelor’s degree in computer science, Information Systems, or related field.
- 8+ years of IT Operations, Program Management, or Technical Delivery experience
- Strong experience with incident/problem/change management processes (ITIL or similar)
- Profiency in Jira, Service Now
- 3+ years managing Agile Service Delivery Teams within an IT or production support organization
- Demonstrated expertise in leading complex, cross-functional technical initiatives using lean and agile methodologies.
- Strong leadership and communication skills, with experience influencing stakeholders and driving collaborative decision-making.
- Proficiency in risk management within agile projects, ensuring adaptive planning and timely delivery.
- Analytical mindset with the ability to leverage data to optimize service operations and improve delivery outcomes.
- Managing end-to-end delivery of AI/ML services
- Leading client conversations on operationalizing AI pipelines
- Implementing monitoring and incident response for AI models
- Identifying automation opportunities to enhance operations
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.
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.
This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).
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 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
