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Job Title:  Senior Manager, Software Service Delivery

Req ID:  24771
Job Category:  Information Technology

Mentor, OH, US, 44060-1834


At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

Position Summary

The Senior Software Service Delivery Manager will lead healthcare software delivery to Customers and internal operations. The role involves running 24/7 technical service desk, providing user support across multiple channels. The Technical Support teams implement new installs and upgrades of software on hospitals' Customer hardware, and upgrade STERIS hosted software. The software delivered is a range of STERIS developed solutions for surgical instrument and endoscopy reprocessing, connectivity software to STERIS and 3rd party devices.


This is a remote home-based role.

What You Will Do

1.Global IT Service Desk
    a.Deliver excellent user support and meet service level targets.
    b.Operate a virtual global Service Desk that provides a high level of first contact resolution. Operating 24/7 service across time zones and languages. 
    c.Deliver a Technical Support service that provides proactive application support across all systems worldwide.
    d.Work with 3rd party technical service providers and Customer IT departments to ensure service levels are met.
    e.Promote a culture of continuous improvement to improve service, delivery time and lower cost of support 
    f.Lead a drive for standardization of technical support process to industry best practices
    g.Focus on reducing support calls through user self-service channels and digital adoption platforms. 
    h.Scale the technical support team and processes to meet growing demand in North America and international markets.
    i.Ensure a process of cross-skilling of the technical support team across all software products.

2.Software Implementation Services
    a.Partner with client services team, sales and account management to project manage software implementations ensuring on-time delivery of software projects.
    b.Manage the upgrading of existing Customer and STERIS installs, scheduling hundreds of upgrades annually.  
    c.Manage technical change control process, putting in place a formal change control process. 
    d.Work to reduce the implementation lead time for new installs and manage processes to help scale the software implementation operations. 
    e.Manage integration and information security controls for the implementation of software systems, liaising with STERIS and Customer Information security teams to govern data security. 

3.Solutions Consulting and Client Services
    a.Lead a team of Solutions Consultants assisting Customers and internal teams improve the use of software
    b.Manage a portfolio of pre and post sale projects that improve the value achieved through the software
    c.Manage pilot software and technology projects of new features and technology that drive new and increased value from healthcare software solutions provided by STERIS. 

What You Need to be Successful

  • Bachelor's Degree required
  • Good understanding of the practical deployment of ITIL/ISO20000 Service Management best practice or similar. Governing incident, problem, change and technology systems management.
  • 10+ years’ experience of operating a technical support function internationally, covering time critical support operations in a Customer software delivery service.
  • Good grounding in current Microsoft Technologies both desktop and web (.net), understanding of network and infrastructure.
  • Understanding of Microsoft SQL database technologies and SQL scripting. 
  • Experience with multi-channel technical support including telephone, web chat, email and self-service support tools.
  • Proven track record of providing excellent Customer service, proven through clear service metrics and Customer feedback. 
  • Ability to work with a cross section of technical and non-technical stakeholders, proficient in communicating requirements and clear expectations.
  • Experience with operating technical training with service teams and maintaining technical knowledge bases. 

Offering You in Return

The opportunity to join a company that will invest in you for the long-term. STERIS couldn’t be where it is today without our incredible people. That’s why we share in our success together by rewarding you for your hard work. Hiring people who are in it for the long run with STERIS is our ultimate goal. We do this by providing competitive salaries, healthcare benefits, tuition assistance, paid-time off, holidays, matching 401(k), annual merit, and incentive plans.  Join us and help write our next chapter.






STERIS is a $3B, publicly traded (NYSE: STE) organization with approximately 12,000 associates worldwide and operates in more than 100 countries.

If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to check application status.

STERIS is an Equal Opportunity Employer.  We are committed to equal employment opportunity and the use of affirmative action programs to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law.  We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity.

The full affirmative action program, absent the data metrics required by § 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location’s HR Office during normal business hours.

Req ID:  24771
Job Category:  Information Technology

Mentor, OH, US, 44060-1834

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