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Infrastructure Service Operations Management Lead

Req ID:  5081



Are you looking for a company that cares about people’s lives and health, including yours? At Olympus, we help make people’s lives healthier, safer and more fulfilling, every day. 
Let’s inspire healthier lives, together.

Job Description

The Infrastructure Service Operations Management Lead helps streamline service processes to ensure that support teams have the tools they need to succeed to drive customer satisfaction. This role takes on managerial and supervisory responsibilities for the day-to-day service operations of customer-facing teams. This also includes continuous performance monitoring and implementing a customer-centric business approach as a result of cross- departmental efforts and initiatives. This role also may include managerial and supervisory responsibilities for third party service providers.


“The job is conducted in line with our Core Values which are: agility, empathy, long-term view, unity and integrity. Olympus is an equal opportunities employer championing a culture of equality, diversity and inclusion embedded throughout the organization and workforce.”

Job Duties

* IT Infrastructure Monitoring

  • Define Infrastructure operations strategies for the regions and develop corresponding roadmap.
  • Lead the regional Infrastructure Service Operations Manager team to deliver the best IT infrastructure operations services to the customer in the regions.
  • Lead the monitoring of the operational processes and third-party service providers to ensure stable, safe and efficient IT operations.
  • Provide guidance in the assignment, monitoring, and management of the delivery of infrastructure services against the agreed targets.

* Process Alignment

  • Establish a framework to identify problems, trends, and define corrective action based on measuring and evaluating service delivery performance; ensure the team is aligned and follows the defined guidelines and processes.
  • Develop a strategic plan for an optimally deployed global service delivery team.
  • Lead the team to manage and coordinate closely with delivery teams to ensure timelines are met.
  • Conduct overall risk and quality management.
  • Promote a safe working environment and ensure compliance with company policies and procedures.

* SLAs and Performance Management

  • Work closely together with the Provider Management Lead to define third-party service provider strategy, corresponding contract and definition of SLAs.
  • Provide guidance to Infrastructure Provider Manages in third party service delivery escalation.
  • Work with service provider to improve levels of service availability and minimize downtime.

* Continuous Improvement

  • Develop a customer-centric business approach with cross-departmental efforts and initiatives.
  • Identify technical improvement and innovation potentials for IT infrastructure services and oversee their implementation with external IT infrastructure service providers and internal application teams.
  • Monitor overall (Key) Performance Indicators for respective Processes and Global Providers; share insights and guidance to drive continuous improvement.
  • Drive innovative and customer-oriented development and standardization of IT infrastructure services´.

* People Management

  • Lead, motivate, develop, and appraise team members so that their individual and collective performance is of the required standard and meets the current and future needs of the business.

* Other responsibilities / duties as assigned.

Job Requirements



* Bachelor's degree or higher in Business Informatics, Computer Science, Information Systems, Information Technology, Business Administration or (Business) Engineering (or equivalent and related experience preferred). 


* Minimum 7 years’ working experience in IT Infrastructure Service and/or Operations Management.


* Minimum 3 years of experience in managing staff, including work review, performance reviews and day-to-day coaching.




* Excellent knowledge of IT Operations within the respective focus areas.


* Experience working in Healthcare/MedTech industry desirable.


* Excellent understanding of IT processes with formal training in ITIL an advantage.


* Experience managing service providers for outsourced IT infrastructure services including contract and SLA management.


* Demonstrable interpersonal skills. Demonstrable problem-solving skills. Demonstrable coordinating skills.

We realize work isn’t just a job to you.

It’s a big part of your life, but not the only part. That’s why we offer competitive salaries, a robust 401(k) program, annual bonus program and comprehensive medical benefits, as well as tuition reimbursement, flexible schedules, parental and adoption leave, on-site services and Colleague Affinity Networks — so you can be ready for where life can take you. 


Olympus requires all new hires to be “fully vaccinated” against COVID-19, as defined by the Centers for Disease Control and Prevention (CDC), on or before their first day of work. Individuals who have been offered employment who have a disability, medical condition, or sincerely-held religious belief that prevents them from being vaccinated against COVID-19 are required to request and be granted a reasonable accommodation prior to their first day of work.


Olympus is passionate about the solutions it creates for the medical, life sciences, and industrial equipment industries, as well as cameras and audio products. For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling by helping detect, prevent, and treat disease, furthering scientific research, ensuring public safety, and capturing images of the world.


Olympus Corporation of the Americas, a wholly owned subsidiary of Olympus Corporation, is headquartered in Center Valley, Pennsylvania, USA, and employs more than 5,500 employees throughout locations in North and South America. For more information, visit

Olympus…True to You. True to Society. True to LIFE.


It is the policy of Olympus to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.


Posting Notes: || United States (US) || Massachusetts (US-MA) || Westborough || 

Nearest Major Market: Worcester

Job Segment: Service Manager, Computer Science, Performance Management, Quality Manager, Information Systems, Customer Service, Human Resources, Technology, Quality

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