"The ITSM Manager plays a critical role in ensuring the effective and productive delivery of services within Medtronic’s operational framework. This position will oversee operational processes, drive adherence to governance structures, and provide strong leadership in monitoring, reviewing, and planning service delivery activities across IT Supply Chain Planning and Execution teams. This role is accountable for end‑to‑end service outcomes across run, enhance, and change delivery .Key Responsibilities
Operations Oversight and Communications: Oversee daily service operations to ensure compliance with Medtronic’s governance structure and operational processes. Serve as a key point of contact for communication across teams and stakeholders.
Metrics Monitoring
Issue Resolution: Monitor service delivery metrics to proactively identify and resolve issues related to quality, process adherence, resource allocation, and overall performance.
Performance Reviews Planning: Lead weekly performance reviews focused on support backlog and enhancement backlog, ensuring explicit prioritization and effective planning for the week ahead.

Technical

Guidance




Provide technical guidance for assigned portfolio
Offer technical oversight, collaborating with architects and business analysts
Engage with Medtronic and managed service provider (MSP) technical professionals to deliver high-quality solutions and support Qualifications
Bachelor’s degree in Business, Information Technology, or related field
Proven experience in service delivery management, operations, or a related field
Robust leadership and communication skills with the ability to prepare and present operational KPIs to management
Analytical mindset with the ability to interpret metrics and drive process improvements
Demonstrated analytical abilities with experience monitoring metrics and driving process improvements
Excellent communication, organizational, and problem-solving skills

Experience with managed service providers and ITSM best practices
Familiarity with compliance, audit, and risk management processes
A strong sense of ownership and accountability for service outcomes

📌 Lead Software Engineer Hyderabad
🏢 Virtusa
📍 Hyderabad