IT Command Center & Service Excellence Lead (Healthcare)

Responsibilities:

Lead the end-to-end service delivery process for healthcare accounts, ensuring seamless operations and adherence to ITIL frameworks.

Act as the primary point of contact for healthcare clients, managing daily operational support, addressing service escalations, and ensuring SLA compliance.

Manage a team of network, server, and on-site engineers, providing guidance, support, and mentorship to ensure high performance.

Oversee data center operations, including network security, equipment on-boarding, and contingency planning for critical healthcare IT services.

Conduct regular service delivery reviews with clients, providing updates, trend analyses, and improvement recommendations to optimize healthcare operations.

Identify and close operational gaps in service delivery, both internally and with external stakeholders, to enhance the quality of healthcare services.

Utilize ITIL processes such as incident, problem, and change management to maintain service reliability and quality in a healthcare environment.

Manage client relationships, ensuring customer satisfaction, effective communication, and long-term partnership.

Ensure that service delivery aligns with healthcare regulatory and compliance requirements, maintaining strict standards for data security and privacy.

Balance operational costs with service excellence by monitoring budgets and cost-saving initiatives.

Qualifications:

Bachelor's degree in Engineering, Information Technology, or a related field.

Minimum 15 years of experience in IT service delivery, including at least 5 years in a healthcare environment.

Strong understanding of ITIL frameworks, with hands-on experience managing incident, problem, and change management processes.

Proven track record in leading teams, driving SLA compliance, and managing escalations in complex IT environments.

Excellent client relationship management skills, with the ability to build strong partnerships and ensure customer satisfaction.

Experience with network, system, and database administration, as well as data center management in healthcare settings.

Familiarity with Agile and Scrum methodologies for operational improvement.

ITIL certification is preferred.