Service Delivery Manager

Intersystems Coporation
16 May 2018
15 Jun 2018
Contract Type
Full Time
The Service Delivery Manager (SDM) will own one or many relationships with InterSystems customers depending on the size of the customer. The responsibility of the SDM is to own and manage the ongoing relationship with a client or set of clients and to manage the service relationship via service reviews or comments when submitted and to manage secondary escalations to complaints and opportunities on behalf of the customer. The successful candidate will be aware of the strategic initiatives planned by the customer and will facilitate between customer, service organization, sales and service delivery.

Key Responsibilities

The duties initially assigned include, but are not limited to:

·Being accountable for the business relationship with an understanding of the customers including their needs and issues as well as identifying opportunities for sales or improvements.

·Being accountable for regular service performance reviews with the customers and acting on the results.

·Identifying the need for improvements, identifying the internal owner and reporting back on progress.

·Being accountable for ensuring that the customer is ready to receive a new or changed service including helping the customer establish their own ITIL based internal service capability.

·Being accountable for managing secondary escalations on behalf of the customer within the service organization.

·To take ownership of customer issues where the normal process has not been delivered.

·To have authority to direct internal resources appropriately when managing customer expectations.

·To identify new business opportunities and sales leads related to existing customers and ensuring the progression to the appropriate sales/account management.

·To visit each site regularly and work with the customer to ensure good service relationship.

·To provide SLA reporting and management (prepare SLA reports in line with contractual agreements, deliver SLA reports, conduct SLA reviews and associated follow-ups, facilitate with other departments to ensure SLA compliance).

·To achieve an understanding of the customer’s strategic objectives and working to maximise the use of TrakCare in the customer’s environment.

Key Attributes

Communication - Displays good communication practices and builds professional relationships across all levels of InterSystems.Displays a positive and transparent communication style, and actively works on developing relationships beyond the immediate team.

Collaboration - Actively demonstrates being a team player; shares knowledge and skills and welcomes the input and feedback of team members and management. Contributes to the team in a constructive way which results in a positive team dynamic.

Technical - Maintains the drive for technical excellence; continuously learns and keeps knowledge current, benefiting the individual as well as their team. Applies knowledge and learning to product development.

Continuous Improvement - Displays a hunger for continuous improvement including personal development, product development and team workflow and systems, remaining open to mentoring and advice from senior roles.Applies dedication to personal and professional development.

High Level Thinking - Demonstrates the ability to see the ‘big picture’. Considers limitations and solutions at all levels and understands wider implications and consequences of change, collaborating on this with the team.

Skills and Experience


·3 or more years of Service Management experience or other client or account-type experience

·HealthCare sector knowledge

·Experience working for a healthcare solutions provider

·Solid understanding of service management disciplines and the customer experience of managed services

·Customer and Business relationship management skills operating at a board level

·Excellent communication skills (written and verbal)

·Confident negotiation skills to include experience of dealing with escalations and complaints

·Ability to maintain focus when working in uncertain and ambiguous environments

·Excellent people management skills and considered personable


·Previously worked within Healthcare either as service or project manager

Education & Training


·University degree or equivalent work experience

We are an equal-opportunity employer and do not discriminate because of race, colour, religion, sex, sexual orientation, age, national origin, disability, genetic information, membership in uniformed armed services, or any other class protected by applicable law.

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