Senior Technical Services and Ongoing Support Manager, Digital Technologies

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.

Digital Technologies is Medtronic’s Business Unit implementing cutting-edge AI technology, computer vision, and augmented reality to the operating room (OR) and surgical training. Our goal is to deliver safer surgery around the world. Our Touch Surgery Ecosystem includes an innovative video management and data analytics platform for hospitals that includes the DS1 computer, our first OR device, allowing surgeons, OR team members, and trainees to securely access videos of their procedures shortly after surgery. The device uses advanced AI algorithms that enable automatic processing and uploading of videos. Our surgical training platform is the award-winning Touch Surgery application that provides safe and accessible training for surgeons and other healthcare professionals. 

As we expand our solutions, this is an exciting opportunity to join the company as a Senior Manager for our Technical Services and ongoing support (TSOS) team. You will take on a pivotal role in advancing the technical support of our products globally, lead an experienced team of technical services specialists and develop, drive and execute the service strategy for the digital business, reporting directly to the Global Director of Customer Success. You'll be a part of a Global team within Customer Success, and a key partner to sales, product and engineering teams. 

Responsibilities may include the following and other duties may be assigned:

• Define and execute the global technical support strategy, aligned with the Business growth, enterprise strategy, customer needs and product evolution. 
• Oversee support operations across multiple global markets. 
• Lead, expand and continue to develop a global team of TSOS specialists.  
• Maintain and develop KPIs, SLAs and escalation frameworks to ensure fast, effective resolution of customer issues while assisting in managing ticket escalations and prioritisation and communication of risks to the business.  
• Ensure consistent support standards across regions while adapting to local market requirements. 
• Develop and maintain a deep understanding of the Touch Surgery Ecosystem and build working relationships with internal product and engineering teams to ensure real-world client feedback is incorporated into product development.   
• Drive adoption and optimisation of support tools, processes and documentation. 
• Work with Quality/Regulatory teams to ensure compliance with medical device standards and reporting obligations. 
• Introduce automation and AI-based support enhancements where possible and cost effective. 

Required Knowledge and Experience:

• Bachelor’s degree required. 
• Minimum of 7 years of relevant experience with 5+ years of managerial experience, or advanced degree with a minimum of 5 years of relevant experience with 5+ years of managerial experience.
• Extended experience in supporting medical devices. 
• Business acumen and strategic mindset - track record of successfully driving service strategy. 
• Familiar with service software platforms and experience with service data integration. 
• Ability to communicate and influence effectively across multiple teams.  
• Strong project management skills. 
• Ability to work from the London office for at least 2 to 3 days per week.
• Willingness to work flexible hours to support collaboration across different regions and time zones.
• Willingness to travel approximately 10–15% of the time, depending on project needs.

Experience working with connected devices, digital solutions, and/or video streaming is preferred, along with a background in digital healthcare.

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. 

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.
 

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