Service Manager

Job Summary

The Service Manager is a key operational leadership role responsible for overseeing and enhancing the service delivery experience of TrakCare and IntelliCare customers. Acting as the primary post-go-live point of contact, the Service Manager is accountable for driving customer satisfaction, ensuring SLA compliance, managing escalations, and coordinating internal delivery teams. This role bridges the gap between operational performance and strategic partnership, working closely with Account Management, Support, Implementation, and Product teams to ensure the successful delivery and continuous improvement of services.

With a deep understanding of product capability, deployment nuances, and customer priorities, the Service Manager plays a pivotal role in aligning service delivery with contractual obligations, business goals, and long-term relationship success.

Key Responsibilities

• Model after Epic’s support structure where each customer has a (non-exclusively) assigned point of contact within support
• Serve as the primary service delivery contact between the healthcare provider and internal technical/support teams.
• Oversee the end-to-end service lifecycle, ensuring SLAs and KPIs are met or exceeded.
• Coordinate and chair regular service review meetings with stakeholders, including incident, problem, and change management reviews.
• Monitor and report on system performance, availability, and user satisfaction; initiate improvement plans as needed.
• Manage escalations for major incidents and ensure timely communication and resolution.
• Maintain a clear roadmap of service enhancements, patches, and upgrades in collaboration with Programme Management.
• Ensure compliance with ITIL practices across incident, problem, change, and release processes.
• Track service requests, recurring issues, and risks, proactively addressing root causes to minimise disruption.
• Lead post-incident reviews and coordinate problem management investigations and follow-ups.
• Liaise with internal teams for escalated technical support and product guidance.
• Collaborate with customer clinical informatics, IT, and operational teams to align the service to business and clinical needs.
• Maintain service documentation, including support contacts, escalation paths, and reporting templates.

Skills & Qualifications

• Strong understanding of TrakCare/IntelliCare modules and their integration within clinical workflows.
• ITIL-qualified and experienced in IT Service Management (ITSM) within a healthcare or enterprise application support environment.Excellent stakeholder management, communication, and negotiation skills.
• Proven experience handling service escalations and high-impact incident response.
• Analytical and detail-oriented approach to service metrics and problem-solving.