Job Title: Service Manager

Location: Hybrid  – Houston, TX

Position Type: Full-Time

Job Summary:

As a Service Manager at UptimeHealth, you will play a pivotal role in ensuring the efficient and effective delivery of services to our valued customers. You will lead a team of Service Coordinators, oversee service processes, manage service request tracking, and coordinate service-related projects. Your leadership and strategic thinking will be instrumental in enhancing the quality of our services and ensuring customer satisfaction.

Key Responsibilities:

1. Team Leadership:

  - Manage and provide leadership to a team of Service Coordinators.

  - Set performance objectives, monitor progress, and offer guidance and support.

  - Foster a collaborative and motivated team environment.

2. Service Request Management:

  - Oversee the intake and processing of service requests.

  - Implement and manage service request tracking systems and tools.

  - Ensure service requests are prioritized and resolved within agreed-upon SLAs.

3. Process Improvement:

  - Continuously assess and improve service processes, workflows, and procedures.

  - Identify and address bottlenecks or areas for improvement.

  - Document and communicate updated processes to the team.

4. Project Management:

  - Lead and manage service-related projects, from planning to completion.

  - Collaborate with cross-functional teams and stakeholders to achieve project objectives.

  - Monitor project progress, budgets, and timelines.

5. Service Quality Assurance:

  - Define and maintain quality standards for service delivery.

  - Conduct regular quality assessments and audits to ensure compliance.

  - Implement corrective actions and improvements as necessary.

6. Customer Relationship Management:

  - Develop and maintain strong customer relationships.

  - Solicit customer feedback and insights to drive service improvements.

  - Address customer concerns and escalations promptly and effectively.

7. Reporting and Analysis:

  - Generate and analyze reports on service performance, project status, and process metrics.

  - Utilize data-driven insights to make informed decisions and recommendations.

8. Resource Management:

  - Optimize the utilization of resources (e.g., staff, tools, equipment).

9. Compliance and Risk Management:

  - Ensure compliance with relevant regulations and industry standards.

  - Identify and mitigate risks affecting service delivery and project outcomes.

10. Training and Development:

   - Provide training and development opportunities for team members to enhance their skills and knowledge.

   - Stay updated on industry trends and best practices, sharing knowledge with the team.

11. Stakeholder Communication:

   - Regularly communicate with senior management and stakeholders, providing updates on service performance and project statuses.

12. Crisis Management:

   - Develop and implement contingency plans for managing service disruptions or emergencies.

13. Vendor and Supplier Management:

   - Collaborate with vendors and suppliers to ensure the timely delivery of services and resources.

Qualifications:

- Bachelor's degree in MIS or Biomedical Engineering desired.

- Minimum 5 years of experience in service management or a related role, preferably in healthcare and/or a software company environment

- Proven strong leadership and team management skills.

- Excellent communication and interpersonal abilities.

- Project management experience is a plus.

- Knowledge of relevant industry standards and regulations.

- Analytical and problem-solving skills.

- Ability to work effectively in a fast-paced, dynamic environment.