Job Description

We are constantly looking to add to our core talent. If you are seeking a career that is challenging and rewarding, a work environment that is diverse and dynamic, look no further Haemonetics is your employer of choice.

Job Details

The Manager, IT Service Delivery leads the Global Onsite Support and Vendor Service Desk teams, which act as the face of IT and provide support for Haemonetics 3,500 end-users. The role ensures internal and vendor teams are aligned to deliver seamless IT services, maintaining high customer satisfaction.

This role requires onsite presence 4 days per week at our downtown Boston HQ, located 1 block south of South Station.

ESSENTIAL DUTIES

1. Team Leadership: Lead the Global Onsite Support team, providing guidance, coaching, and mentoring. Enforce consistency in support delivery globally. Set performance expectations, conduct evaluations, and identify skills gaps for training and development. Foster a collaborative culture and manage vendor resources to ensure seamless service.
2. Relationship Management: Interface regularly with internal stakeholders to understand needs and improve service. Build relationships with third-party vendors for effective IT service alignment. Develop onboarding processes for new users.
3. Service Management: Manage hardware lifecycle, coordinate critical incident communications, and proactively address problem management. Oversee SAAS renewals and vendor relationships.
4. Performance Metrics: Develop and communicate KPIs, analyze metrics, and implement process improvements to enhance customer satisfaction.

EDUCATION/EXPERIENCE:

• Bachelor's Degree in IT or equivalent experience - Required
• 5 years in managing IT Service Delivery or similar - Required
• 3 years in team management, including remote teams - Preferred

• Strong leadership and staff development skills
• Excellent collaboration and team-building abilities
• Proven problem-solving and project management skills
• Ability to meet tight deadlines
• Proficient in English (written and verbal)
• Knowledge of ITIL, ServiceNow, Windows OS, MDM solutions, Office 365, Teams, AV/video conferencing, MFA, printers

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