Key Responsibilities:

• Provide leadership and direction through managers, senior managers and senior professional staff.
• Manage all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
• Lead large infrastructure environment operations support.
• Stabilize the infrastructure environments with innovative approaches.
• Manage the delivery & operations of large and complex Managed Services contracts with stringent SLA.
• Analyze operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the organization.
• Review SLA claims.
• Develop and manage service with speed and accuracy and all client/customer service delivery issues are resolved.
• Select, develop, and evaluate personnel to ensure the efficient operation of the function.
• Accountable for the performance and results of a functional area, team or region.
• Execute business plans and contributes to the development of sub-functional strategy.
• Lead collaboration across the organizational sub-function and sometimes the organizational function to develop and implement strategies that are tied to the achievement of organizational function, sub-function, and company objectives.
• Lead transformational programs at the organizational sub-function level to directly impact the achievement of company objectives.
• Serve as a leader in resolving customer escalations and developing process and strategy for customer retention.
• Facilitate technology strategy and analyzes industry and market trends to determine potential impact to the organizational function and sub-function.
• Assist in defining strategy and supervises the development of the organizational sub-function plan and governance needed to implement and manage enterprise architecture domain designs and technology standards by product line or platform to support strategy and company objectives.
• Provide input to business strategy development.
• Assist executives and/or senior directors in defining organizational goals and strategic plans.

Qualifications:

• Bachelor’s Degree required. At the manager’s discretion, additional relevant experience may substitute degree requirement. Master’s degree in related field preferred.
• Must have experience within the healthcare industry; preferably within a hosptial setting.
• 7 years of relevant work experience.
• Minimum of 5 years of experience in direct people management experience.
• Advanced knowledge of the principles of customer service management and delivery.
• Experience in managing Infrastructure, Private Cloud and Public Cloud environments.
• Experience in Healthcare Industry and Global Delivery, Operations Support- Preferred.
• Understand the Global Delivery model. 
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