Senior Service Delivery Manager

Purpose

As Service Delivery Manager (SDM), Operations, you will be responsible for overseeing the delivery of services to our healthcare clients, including large government engagements. You will play a critical role in ensuring the successful service delivery, maintenance, upgrades, support of our software solutions, and continuous service improvement, while ensuring high client satisfaction and serving as the primary point of contact for client communication and escalations.

Success looks like…

You will work with the delivery, and technical and service operations teams to exceed your OKRs and improve our capabilities, skills, processes, tools, and culture through input into definition and execution of the strategic plan. You will drive high service satisfaction levels with our clients, oversee hat our solutions will be resilient and performant, and that our team are highly engaged.

Business Unit

The Orion Health Operations team exists to power the success of the world's leading health organisations through our relentless commitment to exceptional customer satisfaction, proactive problem-solving, and continuous improvement.

Key Responsibilities

Client Relationship Management

• Ensure strategic client engagement by maintaining clients’ stakeholder map and engagement calendar.
• Build and maintain strong relationships with key stakeholders at client organizations, including executives, project managers, privacy and security, and technical teams.
• Act as the primary point of contact for client communication, by managing their expectations, and ensuring timely and effective responses to inquiries, concerns, and escalations.
• Collaborate with clients to understand their business objectives and align our services to meet their needs and expectations.
• Facilitate and improve effective client SLA and Managed Service Plan reporting and decision making to ensure client satisfaction.

Service Delivery Oversight

• 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 (including Major Incident Management (MIM)), Service Request Management, Problem Management (including root-cause-analysis (RCA)),  Release Management (including preparation and post-implementation reviews), Change Management, and Deployment Management.
• Active contribution to continous Service Improvement Processes (SIP) and related documentation.

Workstream Leadership and Team Collaboration

• Lead a workstream of client service delivery activities, providing guidance, support, and mentorship to ensure timely delivery, high performance and client satisfaction.
• Foster a culture of collaboration, accountability, and continuous improvement within the delivery, engineering and service teams across the organization.
• Coordinate closely with other departments, including product development, sales, professional services, technical teams and customer support, to ensure alignment and cohesion in service delivery efforts.

Risk Management and Quality Assurance

• Identify potential risks and issues that may impact service delivery or client satisfaction, developing proactive mitigation strategies to address them.
• Conduct regular quality assurance reviews and audits to ensure adherence to established processes, standards, and best practices.
• Develop and implement Incident Management process, including Major Incident Management, RACI and Privacy/Security Incident Management process, including documentation, training and regular reviews to ensure processes and procedures are up-to-date.

Behavioural & Leadership Skills

• Strong commercial and leadership acumen: Deals with situations by considering commercial implications, standards, best practices, regulations, legislations and relevant solutions from experience.
• Exceptional client engagement: Being a professional face of the organization in front of our clients.
• Excellent listening, communication and writing skills: Establishes and maintains positive and professional relationships through accurate, timely and clear communication to executives, people leaders, peers, colleagues, teams and customers.
• Excellent leadership, and interpersonal skills: Ability to build rapport and trust with clients and internal teams.
• Versatile coordinator: Ability to manage multiple projects simultaneously, prioritize effectively, and meet deadlines in a fast-paced/agile environment.

Experience and Qualifications

To be successful in this role, you will have:

• 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. post-implementation reviews
• 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.