Manager, IT Service Operations

4 days ago

Norristown, United States Globus Medical Full time

At Globus Medical, we move with a sense of urgency to deliver innovations that improve the quality of life of patients with musculoskeletal disorders. Our team is inspired by the needs of these patients, and the surgeons and healthcare providers who treat them. We embrace a culture of exceptional response by partnering with researchers and educators to transform clinical insights into tangible solutions. Our solutions improve the techniques and outcomes of surgery so patients can resume their lives as quickly as possible.

  • Leadership and Management :

Lead, mentor, and develop a team of IT service professionals across the US and LATAM regions. Establish and maintain a culture of high performance, continuous improvement, and customer-centric service delivery. Provide strategic direction and leadership to ensure alignment with global IT objectives and regional business needs.

  • Service Operations Management:

Oversee daily IT service operations, ensuring the delivery of high-quality support and services to regional users. Manage incident, problem, change, and release management processes, ensuring compliance with ITIL standards. Monitor and analyze service performance metrics to identify areas for improvement and implement corrective actions.

  • Monitoring and Reporting: Support the establishment of key performance indicators (KPIs) and metrics to monitor the effectiveness of process improvements, and assist in preparing reports and presentations to communicate findings and progress.

Service Delivery and Support:

  • Monitor and manage the performance of IT services to ensure they meet agreed-upon service levels.

  • Coordinate with other IT and business teams to ensure timely resolution of incidents and problems.

  • Drive root cause analysis and implement corrective actions to prevent recurring issues.

  • Stakeholder Engagement :

Act as the primary point of contact for regional business leaders and stakeholders regarding IT service delivery. Build and maintain strong relationships with key stakeholders to understand their needs and ensure IT services meet business requirements. Communicate effectively with global IT teams to ensure alignment and integration of regional and global initiatives.

  • Continuous Improvement:

  • Identify opportunities for process improvements and implement changes to enhance service efficiency and effectiveness.

  • Lead initiatives to improve customer satisfaction and service quality.

  • Conduct regular reviews of ITSM processes and metrics to identify trends and areas for improvement.

  • Vendor and Contract Management:

Manage relationships with regional IT service providers and vendors, ensuring delivery of contracted services. Negotiate and manage contracts, ensuring value for money and adherence to service level agreements (SLAs). Conduct regular performance reviews with vendors to ensure service quality and address any issues.

Training and Support: Provide training and support to staff members on new or revised processes, ensuring understanding and compliance with established procedures.

Qualifications:

  • Bachelor’s degree in Information Technology, Computer Science, or a related field.

  • Minimum of 8-10 years of experience in IT Service Management or related roles.

  • Strong knowledge of ITIL framework and best practices; ITIL certification preferred.

  • Proven experience in managing and leading IT service operations teams.

  • Excellent problem-solving and analytical skills.

  • Strong communication and interpersonal skills.

  • Ability to manage multiple priorities and work effectively in a fast-paced environment.

  • Experience with ITSM tools (e.g., ServiceDesk+, ServiceNow, BMC Remedy) is a plus.

Preferred Skills:

  • Advanced ITIL certifications (e.g., ITIL Expert, ITIL Managing Professional).

  • Project management experience or certifications (e.g., PMP, PRINCE2).

  • Experience with Agile and DevOps methodologies.

  • Knowledge of cloud computing and modern IT infrastructure.

Our Values :

Our Life Moves Us philosophy is built on four values: Passionate About Innovation, Customer Focused, Teamwork, and Driven.

  • Passionate about Innovation : Improving patient care by delivering advanced technology to our customers is at the core of what we do. We are passionate in our role in improving the lives of patients by continuously developing better solutions.

  • Customer Focused : We listen to our customers’ needs and respond with a sense of urgency.

  • Teamwork : Working together, anything is possible. We value every person on our team and treat each other with respect. We are accountable to one another and support each other. Together, we make each other stronger.

  • Driven : We pursue our mission with energy and passion. We are nimble, results-oriented and decisive. We overcome obstacles that arise in our quest to deliver solutions that will improve the lives of our customers and patients.

Equal Employment Opportunity :

Globus Medical is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, marital status, pregnancy, national origin or citizenship. We are committed to a diverse workforce. We value all employees’ talents and support an environment that is inclusive and respectful.

Other Duties :

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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