Service Manager - HealthCare
On-siteBangkok, Bangkok, Thailand
Job Summary
Serve as the primary service delivery contact between healthcare providers and internal technical teams, overseeing the end-to-end service lifecycle to ensure SLAs and KPIs are met. Coordinate service review meetings, manage major incident escalations, and lead post-incident reviews to drive resolution. Monitor system performance and user satisfaction while maintaining compliance with ITIL practices across incident, problem, change, and release processes. Maintain service documentation and collaborate with clinical informatics and operational teams to align services with business needs. This role bridges operational performance and strategic partnership for TrakCare and IntelliCare customers within InterSystems' global healthcare data platform.
Required 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
- Proven experience handling service escalations and high-impact incident response
- Analytical and detail-oriented approach to service metrics and problem-solving
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