Responsibilities:
- Lead the end-to-end service delivery process for healthcare accounts, ensuring seamless operations and adherence to ITIL frameworks.
- Act as the primary point of contact for healthcare clients, managing daily operational support, addressing service escalations, and ensuring SLA compliance.
- Manage a team of network, server, and on-site engineers, providing guidance, support, and mentorship to ensure high performance.
- Oversee data center operations, including network security, equipment on-boarding, and contingency planning for critical healthcare IT services.
- Conduct regular service delivery reviews with clients, providing updates, trend analyses, and improvement recommendations to optimize healthcare operations.
- Identify and close operational gaps in service delivery, both internally and with external stakeholders, to enhance the quality of healthcare services.
- Utilize ITIL processes such as incident, problem, and change management to maintain service reliability and quality in a healthcare environment.
- Manage client relationships, ensuring customer satisfaction, effective communication, and long-term partnership.
- Ensure that service delivery aligns with healthcare regulatory and compliance requirements, maintaining strict standards for data security and privacy.
- Balance operational costs with service excellence by monitoring budgets and cost-saving initiatives.
Qualifications:
- Bachelor's degree in Engineering, Information Technology, or a related field.
- Minimum 15 years of experience in IT service delivery, including at least 5 years in a healthcare environment.
- Strong understanding of ITIL frameworks, with hands-on experience managing incident, problem, and change management processes.
- Proven track record in leading teams, driving SLA compliance, and managing escalations in complex IT environments.
- Excellent client relationship management skills, with the ability to build strong partnerships and ensure customer satisfaction.
- Experience with network, system, and database administration, as well as data center management in healthcare settings.
- Familiarity with Agile and Scrum methodologies for operational improvement.
- ITIL certification is preferred.
