Overview:
The Service Delivery Manager (SDM) will own relationships with one or many HealthEdge customers who have successfully completed their initial HealthRules deployment in production. The SDM is responsible for the success of the HealthEdge custom solutions deployed by the customers.
The SDM ensures the provided business and technical services occurs in accordance with the Statement of Work and Service Level Agreement with the customers. SDMs are accountable for overall performance as measured through Customer Satisfaction. The SDMs manage multiple customers communicating status, resolving issues, and identifying improvements. They are experienced in technical project management, ITIL processes, client demand forecasting, resource management and the ongoing management of customer relationships.
The SDMs establish policies designed to ensure consistently high service performance, monitor employees and evaluate customer feedback to develop quality improvement processes.
About Global Professional Services:
Our Global Professional Services team supports customer-funded service delivery initiatives separate from standard SaaS license support activities. Examples include customer implementations, business expansion, and optimization initiatives.
What you will do:
- Accountable for managing successful technical and business professional services delivery for multiple concurrent postproduction customers.
- Serves as the primary point of contact to the customers regarding overall and day-to-day service delivery.
- Manage transition from project delivery to the Agile Services team.
- Ensures that implementations and ongoing services are delivered on time and meet customer requirements by maintaining tight control over the project schedule, risks, scope of work, budgeted hours and quality. Also, ensures SLAs and KPI as defined in the relevant contracts are met or exceeded.
- Manage and proactively resolve escalated customer issues including critical or severity 1 issues.
- Ensures that operational teams and subcontractors maintain a clear understanding of the customer’s needs and priorities, and provides day-to-day customer advice and support.
- Conduct periodic meetings with customer and delivery teams – daily status updates, service level requirements reviews, continuous improvement, change control and other informal meetings.
- Identifies, manages and mitigates service risks – develops and implements a corresponding plan of action if risks materialize.
- Anticipates, identifies and assesses complex issues – develops and implements a corresponding plan of action to bring an issue to resolution.
- Ensures request, problem and change records are being updated regularly in SalesForce and with a level of detail expected by customers.
- Builds and maintains strong and long-term customer relationships through clear and concise written and verbal communications, increasing trust and involvement, reducing ambiguity and conflict.
- Motivate, inspire and mentor project team members to excel in service delivery. Responsible for managing all delivery resources assigned to their accounts on a day-to-day basis.
- Publish regular project metrics, root cause analysis and trending to key stakeholders both internally and externally.
- Partner with and develop positive relationships with representatives from other HealthEdge departments including Product Management, Engineering, and Customer Support; build trusting relationships with partners and vendors.
- Navigate through ambiguity to solve problems using effective communication and team coordination with Service Management and Continuous Improvement mindset.
- Performing all job functions consistent with HealthEdge and customer(s) standards, policies, processes and procedures, including those which govern handling PHI and PII.
What you bring:
- Bachelor of Science in Computer Science, Information Systems, Electrical Engineering or a closely related field (foreign equivalent is acceptable) with 6 years of progressive employment experience managing end to end delivery of professional services and solutions to customers.
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Employment experience managing end to end delivery of professional services and solutions to customers must include:
- A minimum of 6 years of demonstrated experience delivering professional services and solutions in technical project management, AGILE project delivery, or technical team management
- A minimum of 4 years of demonstrated experience in Maintenance and/or Managed Services as well as customer relationship management role(s);
- A minimum of 4 years of demonstrated experience in IT/Software project management
- A minimum of 4 years of demonstrated experience in customer service and interfacing with senior manager/director level
- Demonstrated knowledge gained through at least 4 years of experience with AGILE Development Methodology
- Demonstrated knowledge gained through at least 4 years of experience with best practice frameworks such as Six Sigma, ITIL, CMM, Baldridge, or Lean
HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers.
Geographic Responsibility: While HealthEdge is located in Burlington, MA you may live anywhere in the U.S.
Type of Employment: Full-time, permanent
FLSA Classification (USA Only): Exempt
Budget/Revenue Responsibility:
Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:
- The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
- Work across multiple time zones in a hybrid or remote work environment.
- Long periods of time sitting and/or standing in front of a computer using video technology.
- May require travel dependent on company needs.
The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check.
HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.
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