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 a Principal IT Project Lead, you are accountable for end-to-end service delivery for a defined IT portfolio, ensuring operations run Business as Usual (BAU) while managed service provider(s) deliver best-in-class operational services and quality. This role serves as the primary point of contact coordinating operational support, enhancements, projects, and continuous improvement initiatives, ensuring services are delivered in alignment with Medtronic expectations and contractual commitments.
You will work closely with managed service providers (MSPs), Enterprise Managed Services (EMS) leads, and cross-functional teams including business analysts, technical architects, process teams, and project managers. Success in this role requires strong operational leadership, service management expertise, supplier governance, and the ability to balance operational excellence with strategic demand management in a complex, global delivery environment.
Anchored in our Mission, Medtronic is committed to fostering an inclusive, diverse, and equitable workplace where innovation thrives. You will be empowered to shape your career while contributing to technologies and services that improve lives worldwide.

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

• ​​Guarantee adherence to a well-defined governance structure and standardized operational processes
• Monitor service metrics and proactively identify and resolve issues related to service delivery, quality, process, resource utilization, and performance
• Actively participate in Weekly Performance Reviews, covering:
  Support backlog
  Enhancement backlog
  ​Weekly execution planning
• Contribute to Monthly Service Level Management reviews, assessing SLA and KPI performance across:
  Support
  Enhancements
  ​Projects
• Provide weekly and monthly status reports highlighting issues, risks, dependencies, and remediation plans to leadership
• Advise and counsel the Operations Management Committee on operational health and improvement opportunities
• Support EMS financial processes, including invoice validation and audit support where applicable
• Oversee end-to-end managed service provider relationships for portfolio delivery
• Ensure customer satisfaction through consistent service quality and transparent communication
• Track work products daily, identifying and resolving delivery or quality gaps
• Enforce agreed escalation procedures for day-to-day operational issues
• Ensure MSP compliance with ITSM processes (change, release, incident, problem, and request management)
• Hold suppliers accountable for efficiency and effectiveness metrics defined in managed services agreements
• Define, maintain, and manage Disaster Recovery & Business Continuity Plans (DRBCP)
• Ensure execution and communication of contractual risk mitigation plans
• Direct onboarding and offboarding of MSP staff
• Oversee system access, account provisioning, and deactivation for MSP resources
• Ensure training and license compliance for MSP staff
• Set agendas and lead M3, M4, M5, and M9 governance meetings
• Recommend value-added opportunities and continuous improvement initiatives to leadership
• Manage project and enhancement demand, contributing to prioritization and alignment with financial commitments
• Partner with Architecture teams, PMO, Business Analysts, Process Teams, gather, validate and refine requirements
• Forecast future demand and coordinate staffing plans with MSP leadership
• Build, execute, and manage Statements of Work (SOWs) for project portfolios
• Review, approve, track, and optimize enhancement hour utilization

Required Knowledge and Experience:

• Bachelor’s degree in Engineering, Information Technology, or related field
• 8+ years of experience in IT service delivery, operations management, or project leadership roles
• Proven experience managing managed service providers in a global delivery model
• Strong understanding of ITSM frameworks (Incident, Change, Release, Problem, Service Level Management)
• Experience with governance models, SLA/KPI management, and vendor performance tracking
• Demonstrated ability to manage multiple priorities across BAU operations, enhancements, and projects
• Excellent communication, stakeholder management, and issue-resolution skills
• Nice to Haves:
• Experience in regulated environments (medical devices, healthcare, life sciences)
• Exposure to financial management, SOW governance, and cost optimization
• Familiarity with enterprise architecture, PMO processes, and demand management frameworks
• Experience working with global, cross-functional teams across regions and time zones

 

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