Senior IT Manager - Global Support Delivery Manager
Medtronic
11.2020 - Current
- Committed to leveraging IT technologies to drive innovation, enhance operational efficiency, and deliver measurable business value.
- Proven success of implementing Virtual Assistant and GenAI capabilities while reducing call volume by 22% and an increased deflection rate of 42%.
- Implementation of an IVR also results in knowledge being provided to 47% of callers and an automated resolution of 28%.
- Spearheaded creation of sophisticated virtual assistant proficient in complex tasks and user interactions.
- Leveraged natural language processing and machine learning for autonomous task, resulting in 80% resolution and the ability to reallocate workers to more complex work and improved processes while maintaining a flat headcount in a growth business for more than 5 years.
- Proven track record in ensuring service continuity, managing SLAs, and enhancing customer satisfaction.
- Adept at leading cross-functional teams, managing vendor relationships (including managed services), and implementing ITIL best practices to drive service improvements.
- Scope of support includes Level 0, Level 1, Level 2, and Level 2.5.
- Monitoring of performance metrics, KPIs and CSLs for both internal Medtronic teams as well as our Managed Service Provider.
- Established and maintained relationships with key stakeholders by fostering open communication and understanding business needs, resulting in enhanced collaboration and smoother project execution.
- Proven expertise in managing end-to-end AI projects, from initial planning and development to deployment and optimization.
- Proven experience in purchasing, inventory management, and Annual Operating Plan (AOP) forecasting, consistently achieving results within 1.5% of budget targets.
- Expert in collaborating with cross-functional teams to ensure seamless integration and alignment with business objectives.
