Senior Service Delivery Manager

🕒 March 19

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Orion Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1993

Orion Health is revolutionising global healthcare so that every individual receives the perfect care for them. It’s leading the world away from traditional broken healthcare systems, towards a future where people are in control of their wellness and able to beat illnesses before they appear.

📋 Description

• Oversee the end-to-end delivery of services to clients, including software implementation, customization, maintenance, and support. • Develop and maintain detailed project plans, timelines, and resource allocations to ensure timely and successful delivery of services. • Monitor service performance against established metrics and KPIs, identifying areas for improvement and implementing corrective actions as needed. • Accountable for clients’ Incident Management, Service Request Management, Problem Management, Release Management, Change Management, and Deployment Management. • Active contribution to continuous Service Improvement Processes (SIP) and related documentation. • Ensure strategic client engagement by maintaining clients’ stakeholder map and engagement calendar. • Build and maintain strong relationships with key stakeholders at client organizations. • Act as the primary point of contact for client communication, managing their expectations, and ensuring timely and effective responses.

🎯 Requirements

• Bachelor's degree in Business, IT, Science, Engineering, or a related field. • Proven experience (10+ years) in a customer-centric service delivery management role, preferably within the software industry and with government healthcare clients. • Strong understanding of software development methodologies, frameworks, and project management principles. • Experience in risk management, quality assurance, and compliance within a regulated industry is highly desirable. • Practical experience in application of best practices based on leading industry methodologies, such as ITIL, SAFe, or similar.