Technical Operations Manager

HealthEdge

2d•$130,000 - $150,000•Remote

About The Position

We are searching for a highly motivated Technical Operations Manager to join our team. As a Technical Operations Manager, you will oversee a range of functions to facilitate the delivery of superior services to the end-users. You will identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. You will ensure that services are being seamlessly delivered to the clients of an organization. You will lead project teams, rectifying reliability issues, monitoring progress, tracking KPIs, and managing budgets. You will boost the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands. You will also ensure service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner. Additionally, you will identify and drive service improvement projects.

Requirements

Professional degree required in a related field
Minimum 7 years’ experience in technical operations or service delivery management
Experience working in an offshore model is required
Service Management: They should have a deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.
Client Relationship Management: Service Delivery Managers need strong interpersonal and communication skills to build and maintain relationships with clients. They should be able to understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.
Leadership: They should possess leadership qualities to guide and motivate their team members. This includes the ability to delegate tasks, provide clear directions, and inspire collaboration and teamwork.
Project Management: Service Delivery Managers often oversee multiple projects or initiatives.
Strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables.
Problem-Solving: Service Delivery Managers should be adept at analyzing complex situations, identifying problems, and proposing effective solutions. They should have the ability to think critically and make decisions quickly to address service-related challenges.
Financial Management: They should have knowledge of budgeting, cost management, and financial planning to ensure that service delivery stays within budget and aligns with financial goals.
Continuous Improvement: Service Delivery Managers should have a mindset of continuous improvement. They should proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery.
Technical Knowledge: While not always required to be hands-on with technical aspects, having a good understanding of IT systems, infrastructure, and emerging technologies can be valuable in understanding the service delivery landscape and effectively communicate with technical teams.

Responsibilities

Monitoring and managing IT services desk, and VIP support functions to ensure optimal service
Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
Developing a deep understanding of projects to gain insights into the scope of service delivery
Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
Providing accurate and regular reports to the management on performance of the service delivery
Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments