IT Manager - Enterprise Service Management

Date: Sep 5, 2023

Location: Naples, FL, US, 34108

Company: Arthrex

Requisition ID: 58901 
Title: IT Manager - Enterprise Service Management 
Division: Arthrex, Inc. (US01) 
Location: Naples, FL





Arthrex is a global medical device company and a leader in new product development and medical education in orthopedics. Arthrex is actively seeking a IT Manager - Enterprise Service Management who works directly with the IT departments within Arthrex.  The IT Manager - Enterprise Service Management works closely with key business and IT senior leadership to ensure that department appropriately supports key initiatives and enables new business capabilities. The IT Manager directs the business and application analysts, cloud providers and application management service staff responsible for the installation, testing, maintenance, documentation, and support of systems software, as well as the modification of existing and creation of new systems software for specific Arthrex’s needs. The IT Manager acts as the main escalation point for IT incidences, SLA bridges and Vendor relations for specific technology providers. Excellent communications and analytical skills, strong technical project management skills will be essential for this position. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.


Essential Duties and Responsibilities:

  • Plan and allocate resources to effectively staff and accomplish the work to meet departmental productivity and quality goals.
  • Collect, evaluate, and leverage multiple sources of business data to create a platform strategic vision, measure success criteria, implement business process improvements and inform decision making.
  • Responsible for the roadmap and overall management of a technology portfolio of either applications or infrastructure components.
  • Develops roadmaps in coordination with other IT Functions such as infrastructure, testing, and other platform owners.
  • Responsible for adhearence to security and compliance policies including Quality Systems Regulations.
  • Establishes SLA’s and metrics concerning team’s performance.
  • Assists in the preparation of budgets, ensures that projects meet financial targets.
  • Regularly solicits feedback on overall performance of IT function, to ensure cross-team coordination/collaboration by removing roadblocks and acting as a point of escalation.
  • Maintains high availability standards for network and critical system resources including cloud service providers.
  • Assures that all infrastructure services, components, systems as well as installations/implementations are aligned with and following the infrastructure standards provided by the global infrastructure department.
  • Enhances and maintains local business continuity, disaster recovery and high availability plans, procedures, training and testing.
  • Serves as a proxy for the business on managing competing priorities, throughout the software implementation and development lifecycle. Owns and manages project scope to ensure successful delivery, meeting business expectations and established timelines.
  • Proactive monitoring of platform security vulnerabilities, threats, and events in network and application systems to develop contingency plans and manage security breaches.
  • Provide effective performance feedback  on a regular cadence and handle disciplinary action with the assistance of Human Resources, when necessary.


Education and Experience:

  • BS or BA degree in computer science, mathematics, engineering, business or related field is recommended.
  • 6+ years experience in a technical leadership role in any of the following areas: applications development, technology platform administration, support services.
  • 2 years of direct management/supervisory experience.
  • Strong hands-on technical and full system life-cycle management experience with Service Management platforms such as Service Now, Remedy, and Jira Service Management is preferred.  Experience with Jira Service Management is strongly preferred.


Knowledge and Skill Requirements/Specialized Courses and/or Training:

  • Excellent communication, customer service, negociating, presentation skills.
  • Agile and Scrum experience is a strong plus.
  • Lean and Six Sigma experience a plus.
  • Life Sciences and/or Medical Device industry experience a plus.


Machine, Tools, and/or Equipment Skills:

PCs, servers, workstations, tablets and laptops. Microsoft, Oracle, SAP environment. Work with standard current computer applications, word processing, spreadsheets.


Arthrex 2023 Benefits

  • Medical, Dental and Vision Insurance
  • Company-Provided Life Insurance
  • Voluntary Life Insurance
  • Flexible Spending Account (FSA)
  • Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness)
  • Matching 401(k) Retirement Plan
  • Annual Bonus
  • Wellness Incentive Program
  • Free Onsite Medical Clinics
  • Free Onsite Lunch
  • Tuition Reimbursement Program
  • Trip of a Lifetime
  • Paid Parental Leave
  • Paid Time Off
  • Volunteer PTO
  • Employee Assistance Provider (EAP)



All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Nearest Major Market: Naples

Job Segment: Cloud, Medical Device, Testing, ERP, Service Manager, Technology, Healthcare, Customer Service