Tech Stack

Description

You will oversee service delivery for TrakCare and IntelliCare customers, ensuring SLAs are met and customer satisfaction is high. Acting as the primary post-go-live contact, you will manage escalations, coordinate internal teams, and drive continuous service improvement.

Requirements

• Strong understanding of TrakCare/IntelliCare modules and clinical workflow integration
• ITIL-qualified with experience in ITSM within healthcare or enterprise application support
• 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

Responsibilities

• Serve as primary service delivery contact between healthcare provider and internal teams
• Oversee end-to-end service lifecycle, ensuring SLA and KPI compliance
• Chair regular service review meetings with stakeholders
• Manage escalations for major incidents with timely communication and resolution
• Lead post-incident reviews and coordinate problem management