Service Director – Application Managed Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Formulate the strategy, supervision, and management of EHR application support service delivery.

• Oversee comprehensive IT service delivery to clients, ensuring that SLAs, OLAs, and KPIs are consistently met or surpassed.

• Collaborate with engagement leaders to comprehend client reporting needs.

• Monitor and audit processes for adherence to both internal and external standards.

• Direct the creation and upkeep of reports for both internal and client-facing purposes.

• Report service delivery trends to AMS leaders and managers.

• Participate in onboarding new clients and provide guidance on ITIL and workflow best practices.

• Lead or collaborate on the introduction of new service offerings as they align with service delivery management.

• Develop and implement a quality management framework across various clients.

• Conduct root cause analyses for significant incidents and recurring issues, promoting corrective and preventive measures.

• Spearhead continuous service improvement initiatives.

• Collect client feedback to pinpoint opportunities for enhancement.

• Champion the adoption of technology, automation, and best practices to enhance service efficiency.

• Assist engagement leaders in regular client service review meetings.

• Communicate service status, incidents, and planned changes effectively.

• Prepare and deliver service performance reports that encompass trends, risks, and opportunities.

• Manage client expectations and ensure service delivery aligns with business goals.

• Mentor engagement leaders and service delivery professionals.

• Collaborate with business development and engagement leaders on opportunities for service expansion and upselling.

• Coordinate efforts with external vendors and partners.

• Foster a customer-first mindset and strive for service excellence.

⛳️ Requirements

• A Bachelor’s degree in Information Technology, Business Administration, or a related discipline.

• Over 7 years of experience in IT Service Management or Service Delivery.

• Preferably experience in a Managed Service Provider or IT outsourcing context.

• Proven track record in managing client relationships and delivering IT services in accordance with ITIL best practices for large organizations.

• Strong understanding of ITIL frameworks; ITIL 4 certification is preferred.

• Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.

• Proficient in technology and platform integration skills, including AI, chatbots, automation tools, and Microsoft Copilot.

• Strong reporting capabilities using Power BI or comparable business intelligence tools.

• Excellent problem-solving, analytical, and decision-making abilities.

• Outstanding communication and interpersonal skills.

• Capability to manage client relationships and lead cross-functional teams effectively.

• Solid project management skills with the ability to juggle multiple priorities and deadlines.

• Familiarity with quality management frameworks such as ISO 9001.

• Experience with process improvement methodologies such as Lean Six Sigma.

🏝️ Benefits

• Annual performance bonus may be available for salaried roles.

• Additional benefits and perks may also be accessible, depending on the position and employment terms.

• Opportunities for professional development.

• Supportive and inclusive company culture.

• A caring, enjoyable, honest, and autonomous work environment.

• Initiatives promoting diversity and inclusion.