Jobs / Costa Rica / Medtronic INC
Service Delivery Manager.
Medtronic INC · 🌍 Alajuela Coyol, Alajuela, Costa Rica
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Sponsor Radar — Medtronic INC
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About the role
Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work across more than 150 countries to put patients first — developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact. 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,