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A Day in the Life

Job Summary
The Service Delivery Manager, Systems Management Engineering & PCaaS Services is responsible for overseeing the delivery, performance, and continuous improvement of global endpoint management and PC as a Service (PCaaS) services through strategic managed service provider (MSP) partnerships. This role serves as the primary operational and governance lead between the enterprise and outsourced service providers, ensuring the successful delivery of endpoint engineering, device lifecycle management, workplace technology services, and user support across a global environment.
The position is accountable for service quality, contractual performance, operational excellence, financial stewardship, and stakeholder satisfaction while driving modernization initiatives across endpoint management platforms, device services, automation, and digital workplace technologies.

Key Responsibilities

Managed Service Provider Governance

• Act as the primary relationship manager for global MSP partners supporting Systems Management Engineering and PCaaS services.
• Establish and lead operational governance frameworks, including service reviews, executive business reviews, and performance management processes.
• Ensure MSP adherence to contractual obligations, SLAs, KPIs, OLAs, security requirements, and compliance standards.
• Drive accountability for service quality, incident resolution, problem management, and continual service improvement initiatives.
• Identify and mitigate operational risks associated with outsourced service delivery.

Service Delivery Management

• Oversee end-to-end delivery of endpoint management and PCaaS services supporting a global workforce.
• Monitor service performance, customer satisfaction metrics, operational trends, and service health indicators.
• Lead escalation management for critical incidents and service disruptions impacting business operations.
• Coordinate cross-functional teams to ensure effective execution of service initiatives and operational priorities.
• Develop and implement service improvement plans that enhance efficiency, reliability, and user experience.

Systems Management Engineering Oversight

• Provide operational leadership for endpoint engineering services including:
  • Microsoft Intune
  • Microsoft Configuration Manager (SCCM/MECM)
  • Windows Autopilot
  • Endpoint Security Management
  • Operating System Deployment (OSD)
  • Software Packaging and Distribution
  • Endpoint Analytics and Monitoring
  • Device Compliance and Configuration Management
• Ensure platform stability, service availability, and compliance with enterprise standards.
• Partner with engineering teams to prioritize enhancements, upgrades, and modernization initiatives.

PCaaS Program Management

• Oversee global PCaaS operations, including procurement coordination, asset lifecycle management, deployment, refresh programs, break-fix services, and device retirement processes.
• Ensure adherence to enterprise hardware standards and PCaaS service offerings.
• Drive adoption of automation and self-service capabilities to improve operational efficiency and user experience.
• Manage PCaaS service performance and vendor accountability across multiple geographic regions.

Financial & Vendor Management

• Manage service budgets, forecasts, and cost optimization initiatives.
• Review vendor performance against contractual commitments and business objectives.
• Identify opportunities for cost savings, process improvements, and service optimization.
• Support contract negotiations, renewals, and statement-of-work development.

Stakeholder Engagement

• Act as a trusted advisor to business leaders, Digital Technology teams, procurement, finance, information security, and operational stakeholders.
• Provide executive-level reporting on service performance, risks, improvement initiatives, and strategic roadmaps.
• Facilitate communication between business partners and service providers to ensure alignment with organizational priorities.

Qualifications

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field.
• 7+ years of experience in IT service delivery, endpoint management, infrastructure operations, or workplace technology services.
• 3+ years of experience managing outsourced service providers or managed service relationships.
• Experience supporting enterprise-scale endpoint environments serving thousands of users globally.
• Strong understanding of ITIL service management principles.
• Experience managing service performance through SLAs, KPIs, and operational metrics.
• Demonstrated leadership experience working across global and cross-functional teams.

Preferred Qualifications

• ITIL Foundation, ITIL Managing Professional, or equivalent certification.
• Experience with Intune, Microsoft Endpoint Manager, SCCM/MECM, Windows Autopilot, Nexthink, Windows 365, and PCaaS platforms.
• Experience with enterprise service providers supporting endpoint management and workplace technologies.
• PMP, Agile, Lean Six Sigma, or related certifications.
• Experience leading service transformation and operational improvement initiatives.

Success Measures

• Achieve or exceed 95% of SLA and KPI targets across Systems Management Engineering and PCaaS services.
• Improve managed service provider performance through measurable service improvement initiatives.
• Maintain high customer satisfaction scores and positive end-user experience metrics.
• Successfully deliver endpoint modernization and automation initiatives.
• Reduce operational risks through proactive governance and performance management.
• Drive year-over-year improvements in service efficiency, cost optimization, and platform reliability.
• Ensure compliance with security, regulatory, and corporate governance requirements.

Responsibilities may include the following and other duties may be assigned.

• Leads and directs one or more project teams engaged in global initiatives across functional and regional organizations.
• Develops and manages all facets of the project(s) from intake through implementation and closure.
• Accountable for the successful implementation of the outcomes derived through the change through effective organization and leadership, business case and benefits management, stakeholder management, risk management and issue resolution, planning and control, change management and quality management.
• Ensures the project adheres to all Corporate and IT policies and standards.
• Responsible for effectively managing the constraints of project management: Scope, Cost, Schedule.
• Provides technical and analytical guidance and recommendations to leadership governance bodies.
• Keeps current on advances and best practices in project management methodologies.

SPECIALIST CAREER STREAM: Typically an individual contributor with responsibility in a professional discipline or specialty. Delivers and/or manages projects assigned and works with other stakeholders to achieve desired results. May act as a mentor to colleagues or may direct the work of other lower level professionals. The majority of time is spent delivering and overseeing the projects – from design to implementation - while and adhering to policies, using specialized knowledge and skills normally acquired through advanced education.

DIFFERENTIATING FACTORS

Autonomy: Seasoned individual contributor.
Works independently under limited supervision to determine and develop approach to solutions.
Coaches and reviews the work of lower level specialists; may manage projects / processes.

Organizational Impact: May be responsible for entire projects or processes within job area.
Contributes to the completion of work group objectives, through building relationships and consensus to reach agreements on assignments.

Innovation and Complexity: Problems and issues faced are difficult, and may require understanding of multiple issues, job areas or specialties .
Makes improvements of processes, systems or products to enhance performance of the job area.
Analysis provided is in-depth in nature and often provides recommendations on process improvements.

Communication and Influence: Communicates with senior internal and external customers and vendors.
Exchange information of facts, statuses, ideas and issues to achieve objective, and influence decision-making.

Leadership and Talent Management: May provide guidance, coaching and training to other employees within job area.
May manage projects, requiring delegation of work and review of others' work product .

Required Knowledge and Experience: Requires advanced knowledge of job area combining breadth and depth, typically obtained through advanced education combined with experience.
May have practical knowledge of project management.
Requires a Baccalaureate degree (or for degrees earned outside of the United States, a degree which satisfies the requirements of 8 C.F.R. § 214.2(h)( 4)(iii)(A) and minimum of 4 years of relevant experience, or advanced degree with a minimum of 2 years relevant experience.

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.

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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).