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Senior IT Manager - ServiceNow at Medtronic

Posted in General Business 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Mounds View, Minnesota

Job Description:


The Sr. IT Manager role will provide global leadership and direction related to the ServiceNow platform and extended systems to ensure the platform meets the needs of key customer segments. The position will manage the delivery of ServiceNow solutions to a diverse customer base and will drive delivery across all teams in the organization. They will work closely with our clients to understand their needs and deliver solutions accordingly. Additional objectives include:

  • Create and manage the Platform Roadmap

  • Manage the life cycle of the platform including application updates and changes

  • Engage key customer segments globally

  • Marketing and communication of current and future service offerings

    This role is critical to ensure the platform is managed and utilized effectively, and that customer needs continue to be met through new initiatives, enhancements and platform upgrades.



  • Provide leadership, through strategic direction and active engagement to align the Global IT functions and priorities with Medtronic Business Direction.

  • Manage the development of global strategies, standards and tactical plans. Provide guidance to subordinate leaders and staff to ensure successful completion of functional objectives.

  • Foster a Customer Service culture through active engagement, leadership and the creation of a strong sense of Accountability within the ServiceNow platform team and Global IT as a whole.

  • Active partnership and collaboration with other IT and business leaders globally to drive employee engagement and to achieve optimal outcomes.

    Resource Management:

  • Direct the planning and utilization of resources related to the ServiceNow platform and key priorities.

  • Partner with other IT leadership to forecast, secure and allocate personnel to approved and budgeted projects utilizing methods which strike the best balance between the priorities of the business and Global IT, project requirements and staff development.

  • Develop, plan, manage, and forecast associated cost center(s), unit costs, employee complement, capital expenditures, and maintenance expenses. Lead the development of cost center budget and operational plan and manage expenses to plan.

  • Balance the cost and value of the services delivered to ensure we are always providing more value to the customer than it costs to deliver the service. This may entail alternative sourcing methods, retirement of services, technology enhancements, or process improvements.

  • Ensure that Medtronic's systems and the information on them are protected in accordance with Medtronic's Information Protection Policies and Standards, as well as best Information Protection practices.


  • Contribute to and cultivate a culture which promotes the development of business process design, and shared best practice execution.

  • Stay current on; IT trends, products & services, and broader Medtronic Business trends that may impact the way employees work and collaborate.

  • Gather, review, assess and partner to drive new ideas, initiatives and projects through innovation, demand and global portfolio processes.

    Employee Development:

  • Provide leadership, management, and development of the department employees including performance management, individual development planning, succession planning, employee communications, and positive working environment to ensure high productivity, employee engagement, and performance.

  • Foster a positive, engaging and challenging team-focused 'global' work environment to ensure high productivity, employee engagement, and optimal performance.

  • Foster a global team, driving partnership and collaboration across Global IT and key business partners.

    Relationship Management:

  • Build and maintain active, collaborative relationships with all levels of Leadership across the Medtronic Business and Global IT. Ensure high-level of partnering on strategic initiatives.

  • Proactively engage with Global end users to identify and define opportunities where the application of information technology can advance the strategic goals and objectives of Medtronic. Collaborate to drive adoption of current solutions and identify opportunities to improve products.

  • Act as role model by "living" and demonstrating the Medtronic Traits

    Individual Accountabilities:

  • Provide overall leadership, vision and direction for the ServiceNow Platform.

  • Provide coaching and mentoring to team.

  • Collaborate with other IT stakeholders (IT Business Strategy Leaders, GTC members, other IT Leadership /Process Teams) to expedite and improve decision-making.

  • Monitor vendor delivery performance and ensure delivery of quality of services to meet Medtronic needs.

    Expected Leadership Behaviors:

  • Assume positive intent in others

  • Build trusted and sustainable relationships

  • Accountability

  • Model and encourage a strong sense of urgency

  • Engagement & collaboration

  • Inspire commitment

  • Model good judgement

    MUST HAVE (Minimum Requirements)

  • Bachelor's Degree

  • 7+ years of IT experience with a Bachelor's Degree

  • 5+ years of IT experience with an advanced degree

  • Working or advanced knowledge of ServiceNow platform

  • Demonstrated ability to work across many levels of an organization, from VP to non-exempt staff

  • 5+ years of experience leading / managing direct (or indirect employees in a matrixed organization)

  • Business focused leadership with ability to turn business process requirements into IT deliverables

  • Strong results orientation (driving to deadlines, financial targets, project goals, etc.)

  • Excellent presentation skills including the ability to translate technical information into business terms


  • Proven knowledge and discipline around departmental budget planning and execution

  • Ability to quickly learn new business processes, techniques and standards

  • Self-directed and a demonstrated strong sense of urgency

  • Excellent leadership and teamwork skills

  • Effective communication skills, including with employees, clients, senior management and vendors

  • Technology depth and credibility to technical staff


    Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.

    We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let's work together to address universal healthcare needs and improve patients' lives. Help us shape the future.


    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.

    The physical demands described within the Day in the Life section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.