Manager - Service Delivery Team

Position Summary:

The Manager, Service Delivery Team is a technical leader with expertise in IT systems and networked software who will also oversee a team of hardware service technicians. This role ensures the Service Delivery Team consistently provides regulatory-compliant, high-quality hardware repairs and preventative maintenance while also managing software/firmware upgrades and escalated IT troubleshooting. As part of Cadwell’s Service Leadership Team, the Manager is responsible for empowering and equipping team members across both disciplines to drive efficiency, customer satisfaction, and strong first-time-fix results.

Key Duties and Responsibilities

Team & Technical Leadership

• Lead, mentor, and develop a cross-functional service team spanning hardware repair and IT/software support.
• Act as the primary escalation point for complex issues, ensuring rapid resolution and system recovery.
• Provide technical direction for troubleshooting, root cause analysis, and best practices.
• Partner with Product, Hardware, and Software Engineering teams to prepare for and support new product releases.

Service Operations

• Oversee daily service operations, including:
• Scheduling and completing hardware repairs and firmware updates.
• Managing software upgrades for both standalone systems and enterprise-level client/server environments.
• Ensure regulatory compliance and high-quality standards across all service activities.
• Maintain and evolve service policies, procedures, and protocols, extending them to international and third-party service teams.

Continuous Improvement & Collaboration

• Drive improvements in customer satisfaction, first-time fix rates, and team efficiency.
• Provide product performance feedback to help inform future design improvements.
• Represent Service Delivery at leadership meetings, collaborating to align goals and optimize service operations.
• Manage the team’s annual expense budget to support the company's financial objectives.

Other Duties

• Other activities as directed, assigned, or requested.

Qualifications

Job Knowledge / Requirements

• Strong leadership and people management skills with experience leading cross-functional service teams (hardware repair and IT/software support), both onsite and remote.
• Demonstrated expertise in IT/software troubleshooting in client/server and networked environments.
• Experience with and understanding of hardware diagnostics, repair, and preventative maintenance,
• Proven ability to drive root-cause analysis and implement corrective/preventive actions across hardware and software domains.
• Excellent communication, listening, and collaboration skills, with the ability to work effectively across Product, Engineering, and Service leadership teams.
• Strong problem-solving and decision-making skills with a focus on operational efficiency, first-time-fix success, and customer satisfaction.
• Knowledge of regulatory and quality standards for service operations in the medical device industry (ISO 13485, FDA, MDR, etc.).
• Ability to travel domestically and internationally as needed.

Education / Experience

• Bachelor’s degree in Computer Engineering, Electrical Engineering, Computer Science, or related technical field (equivalent experience considered).
• 5 years of experience in service engineering, technical support, or field service with exposure to both hardware repair and IT/software systems.
• 2 years in a supervisory, team lead, or managerial role within a regulated environment.
• Hands-on experience with service management platforms, CRM systems, and analytics/reporting tools.
• Background in medical devices, healthcare technology, or servicing complex regulated equipment strongly preferred.
• Professional certifications (e.g., Microsoft, Cisco, CompTIA, ITIL) are a plus.