At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world. **A Day in the Life** As part of our HR Digital and AI Transformation, the HR organization is advancing a bold, future-focused strategy to build a digital-first operating model that redefines how HR delivers value. Our vision is to harness the power of AI—particularly Agentic AI platforms—to create frictionless, personalized employee experiences, unlock innovation, and drive operational excellence. In the Service Delivery Lead role, you’ll manage AI product operations, oversee service delivery by organizing capacity via Jira, and apply ITIL practices. You’ll lead incident and problem management, analyze service disruptions, and optimize performance, collaborating with IT, engineering, product, and business teams for process improvement and transparency. Responsibilities may include the following and other duties may be assigned. + Partner with product managers and verndors to integrate Lean-Agile Service Management practices (e.g. Jira, Scrum) into support workflows to improve responsiveness and adaptability + Oversee Incident and Problem Management processes to ensure rapid resolution of issues affecting AI Products and SLAs, KPIs, and compliance requirements are consistently met + Drive root cause analysis and corrective actions for service disruption + Deliver complex technical projects and initiatives to enable platform modernization, scalability, and security. + Take ownership of projects, ensuring their successful planning, execution, and completion + Ensure timely intake, categorization, tracking, resolution, and post-mortem analysis of issues impacting internal operations or deliverables. + Empower Production Support and IT Operations team to enhance service delivery and service improvement cadences through coaching and facilitation + Coordinate with Product Owner, UAT and Automation teams to drive prioritized backlog execution. + Lead status updates, risk mitigation planning, and project delivery timelines for internally sponsored projects **Required Knowledge and Experience:** + Bachelor’s degree in computer science, Information Systems, or related field. + 8+ years of IT Operations, Program Management, or Technical Delivery experience + Strong experience with incident/problem/change management processes (ITIL or similar) + Profiency in Jira, Service Now + 3+ years managing Agile Service Delivery Teams within an IT or production support organization + Demonstrated expertise in leading complex, cross-functional technical initiatives using lean and agile methodologies. + Strong leadership and communication skills, with experience influencing stakeholders and driving collaborative decision-making. + Proficiency in risk management within agile projects, ensuring adaptive planning and timely delivery. + Analytical mindset with the ability to leverage data to optimize service operations and improve delivery outcomes. + Managing end-to-end delivery of AI/ML services + Leading client conversations on operationalizing AI pipelines + Implementing monitoring and incident response for AI models + Identifying automation opportunities to enhance operations **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.  **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). **About Medtronic** We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people. We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary. Learn more about our business, mission, and our commitment to diversity here (http://www.medtronic.com) We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people. We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary. **We change lives** . Each team member, each day, helps to improve and redefine how the world treats the most pressing health conditions, from heart disease to diabetes. Our industry leadership comes from the passion and ingenuity of our people. That’s who we are. Working alongside one another, we use science, medicine, and a profound understanding of the human body to build extraordinary technologies that can transform lives. **We build extraordinary solutions as one team** . With one Medtronic Mindset defining how we work. Speed and decisiveness run through our DNA. Diverse perspectives inspire our bold answers to any challenge that comes our way. And we deliver results the right way, breakthrough after patient breakthrough. **This life-changing career is yours to engineer** . By bringing your ambitious ideas, unique perspective and contributions, you will… + **Build** a better future, amplifying your impact on the causes that matter to you and the world + **Grow** a career reflective of your passion and abilities + **Connect** to a dynamic and inclusive culture that welcomes the challenge of life-long learning These commitments set our team apart from the rest: **Experiences that put people first** . Respect for people is the hallmark of our humanity. It fuels our team to positively impact even a single life. And it means we put our people first at Medtronic as well, creating a culture of belonging and always pushing to get you the career-building resources you need. **Life-transforming technologies** . No matter your role, you contribute to technologies that transform lives. What we build empowers patients to live life on their terms. **Better outcomes for our world** . Here, it’s about more than the bottom line. Our Mission to improve human welfare drives us. We advance healthcare, society, and equity with every design, inside and outside our walls. **Insight-driven care** . Fresh viewpoints. Cutting-edge AI, data, and automation. You're shaping the future of healthcare technology and defining the next generation of breakthroughs in care It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities. For sales reps and other patient facing field employees, going into a healthcare setting is considered an essential function of the job and we expect our employees to comply with all credentialing requirements at the hospitals or clinics they support. This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here (https://www.e-verify.gov/employees) . For updates on job applications, please go to the candidate login page and sign in to check your application status. If you need assistance completing your application please email AskHR@medtronic.com To request removal of your personal information from our systems please email RS.HRCompliance@medtronic.com