Manager, Service Delivery Management

🔥 4 hours ago

🦞 Maine, New Hampshire, +2 more states – Remote

🦞 Maine – Remote 🗻 New Hampshire – Remote 🍂 Massachusetts – Remote ⚓ Rhode Island – Remote

💵 $125.6k - $188.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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ZOLL Medical Corporation

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

⚕️ Healthcare Insurance

Healthcare Insurance • Medical Devices • Software

ZOLL Medical Corporation is a prominent manufacturer of medical devices and related software solutions, dedicated to empowering healthcare professionals, emergency responders, and military personnel to deliver life-saving care and improve patient outcomes. The company provides advanced products such as automated external defibrillators (AEDs), monitors, defibrillators, automated CPR machines, ventilators, and more, alongside an array of software solutions that enhance the performance of healthcare and emergency services. ZOLL is committed to innovation in areas like cardiac resuscitation, temperature management, and sleep apnea, while also offering comprehensive training and support services to ensure optimal utilization of its devices. Proudly supporting communities with tools that enhance public and non-acute care, ZOLL aids in every moment of response and rescue, affirming its mission to aid in saving lives.

📋 Description

• Lead and coordinate intake, triage, and delivery for undefined or cross-functional IT initiatives • Serve as a primary liaison between business stakeholders and Global IT delivery and operations teams • Manage intermediate Service Delivery Managers ensuring consistent triage quality and service governance • Produce regular reporting on intake volume, pipeline health, delivery status, service performance and risks • Apply ITIL-based service delivery practices to support incident, change, problem, and service request processes • Drive continual service improvement by identifying trends, bottlenecks, and opportunities

🎯 Requirements

• 5+ years of experience in IT Service Management, service delivery, or operational leadership roles • ITIL V4 Foundation certification required • Proven ability to manage and optimize end-to-end intake and triage processes • Ability to act as a liaison between business units and technical IT teams • Expertise in facilitating discovery sessions, impact assessments, risk evaluations • Excellent written and verbal communication skills • Extensive experience with ServiceNow or comparable enterprise ITSM platforms • Proven success managing high-impact initiatives and services • Experience interfacing effectively with both technical and non-technical stakeholders

🏖️ Benefits

• Comprehensive benefits plans available at www.zollbenefits.com • Annual bonus eligible in accordance with the company's bonus plan