Senior Global IT Service Delivery Leader

Anteris Technologies

Minneapolis (MN)

On-site

USD 150,000 - 180,000

Full time

8 days ago

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Benefits offered by this job

Competitive pay

Performance bonuses

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Job summary

Anteris Technologies, a global structural heart company, is seeking a seasoned IT service-delivery leader in Minneapolis to build and lead a scalable global Service Delivery organization. You will own the employee technology experience, partner across IT and business functions, and shape how IT is experienced by field personnel, commercial teams, R&D, and governance surfaces.

You will drive ITSM discipline, collaborate with Cybersecurity, Infrastructure, Enterprise Applications, Data, HR, and

Qualifications

10+ years of progressive experience in IT service delivery, IT operations, end-user computing, IT service management, or related technology disciplines.
5+ years of people-management experience with direct leadership of Service Desk, deskside/end-user support, IT operations, or comparable technology teams.
Strong, practical ITSM experience and an understanding of ITIL principles, service levels, problem management, knowledge management, change, metrics, and continual improvement.
Experience leading technology or service-improvement projects from planning through implementation and transition to support; formal project-management certification is useful but not required.
Experience using service-performance and customer-experience data to make decisions, identify systemic issues, and drive improvement.
Experience managing MSPs, contractors, vendors, and blended internal/external delivery models with measurable performance expectations.
Strong working knowledge of Microsoft-centric workplace technology, including Microsoft 365, Entra ID, Intune, SaaS applications, endpoint management, identity/access concepts, and enterprise service-management tools.
Experience supporting multiple sites or a distributed/global workforce.
Experience in medical device, life sciences, manufacturing, healthcare, or another regulated environment is strongly preferred.
A leadership style that combines service orientation, sound judgment, technical credibility, operational discipline, and the confidence to challenge weak assumptions or unsustainable requests.

Responsibilities

Lead and develop our Service Desk, deskside support, and related Service Delivery resources with clear expectations, coaching, accountability, and career development.
Define and mature a scalable global IT service-delivery model across support channels, locations, vendors, escalation paths, service levels, and operating hours.
Own the employee technology experience within Service Delivery and use service data, customer feedback, ticket trends, and direct engagement to identify friction and drive measurable improvement.
Establish practical ITSM discipline across incident, request, problem, knowledge, change, service catalog, asset, and continual-improvement practices.
Lead significant incidents and escalations with calm, clear ownership, coordinating technical teams, vendors, stakeholders, communications, and follow-through through resolution and post-incident improvement.
Lead Service Delivery projects and improvement initiatives such as ITSM enhancements, service-model changes, endpoint deployments, vendor transitions, automation, and self-service improvements.
Own service-provider performance and ensure MSPs and vendors operate as an extension of our team, with clear accountability for quality, responsiveness, customer experience, and contractual commitments.