Sr Manager, Service Delivery

Anteris® Technologies is a global structural heart company dedicated to revolutionizing cardiac care. With offices in Minneapolis, MN, US;
Geneva, Switzerland; and Brisbane and Perth, Australia, we have a growing and inclusive team.

Our mission is to forge new frontiers in cardiac care by pioneering science-driven and measurable advancements to restore heart valve patients to healthy function. Transcatheter Aortic Valve Replacement (TAVR) technologies were originally designed for older, high-risk patients. Today, younger, more active patients need a better solution that will not just open and close but restore healthy heart function. We seek to restore healthy blood flow patterns by creating the world’s first biomimetic TAVR valve, DurAVR® THV.

This cutting-edge valve, incorporating our proprietary ADAPT® anti-calcification technology, is designed to mimic the natural function of a healthy heart valve.

Build the service model. Lead the team. Shape how our employees experience IT.

We are a young, growing company, and our IT organization is growing with it. That makes this a build-and-lead role, not a caretaker role. The person who joins us will have the opportunity to define and own how IT service delivery works across the organization: how employees get help, how support is staffed and measured, how issues are escalated, how vendors fit into the model, and what a great technology experience should look like as we scale.

The audience is broad. You and your team will support field personnel, commercial and sales teams as those capabilities grow, R&D engineers, Quality and regulatory functions, corporate teams, executives, and everyone in between. This role will be one of the most visible faces of IT to our internal customers. How this function performs will shape how the organization experiences and judges IT - good or bad.

We are looking for a leader who values real IT discipline and great customer experience, in equal measure. Great CX does not mean saying yes to everything. It means being responsive, reliable, consistent, easy to work with, transparent about priorities, and willing to say “no” or “not that way” when a one-off request conflicts with security, standards, scalability, or our shared business goals.

It also means representing the internal customer inside IT and holding our own teams and partners accountable when the experience, responsiveness, or quality of service falls short of the standard we are trying to build.

As Anteris grows, this role will grow with it. The service model, team structure, global coverage, technology estate, and business expectations will all become more complex. For the right leader, that creates meaningful opportunity to expand scope, responsibility, and career progression as the company and IT organization mature.

• Lead and develop our Service Desk, deskside support, and related Service Delivery resources (employees, contractors, and service partners) with clear expectations, coaching, accountability, and career development.
• Define and mature a scalable global IT service-delivery model across support channels, locations, vendors, escalation paths, service levels, and operating hours.
• Own the employee technology experience within Service Delivery and use service data, customer feedback, ticket trends, and direct engagement to identify friction and drive measurable improvement.
• Establish practical ITSM discipline across incident, request, problem, knowledge, change, service catalog, asset, and continual-improvement practices. We want rigor that improves outcomes, not process for process’s sake.
• Lead significant incidents and escalations with calm, clear ownership — coordinating technical teams, vendors, business stakeholders,…