Job Description

As a

Service Delivery Manager

, you will be responsible for overseeing the delivery of services to our large government healthcare clients. You will play a critical role in ensuring the successful maintenance, upgrades and support of our software solutions, while also serving as the primary point of contact for client communication and escalations.

What you will be doing?

Client Relationship Management:


Build and maintain strong relationships with key stakeholders at client organizations, including executives, project managers, and technical teams. Act as the primary point of contact for client communications, ensuring timely and effective responses to inquiries, concerns, and escalations. Collaborate with clients to understand their business objectives and align our services to meet their needs and expectations. Facilitate and enhance effective client SLA and Managed Service Plan reporting and decision-making processes.

Service Delivery Oversight:


Oversee the end-to-end delivery of services to clients, including software implementation, customization, maintenance, and support. Develop and maintain detailed project plans, timelines, and resource allocations to ensure timely and successful delivery. Monitor service performance against established metrics and KPIs, identifying areas for improvement and implementing corrective actions as needed. Chair Change Advisory Board (CAB) meetings, conduct post-implementation reviews, and manage root cause analysis (RCA) processes and documentation.

Team Leadership and Collaboration:


Lead and mentor a team of service delivery professionals to ensure high performance and job satisfaction. Foster a culture of collaboration, accountability, and continuous improvement within the team and across the organization. Collaborate closely with other departments including product development, sales, and customer support to ensure cohesive service delivery.

Risk Management and Quality Assurance:


Identify potential risks and issues impacting service delivery or client satisfaction and develop proactive mitigation strategies. Conduct regular quality assurance reviews and audits to ensure adherence to processes, standards, and best practices. Develop and maintain Incident Management processes, including Major Incident Management, RACI models, and Privacy/Security Incident Management, ensuring documentation, training, and regular reviews are up to date.

What you will bring to the role:

Strong commercial and leadership acumen: Ability to address situations by considering commercial implications, industry standards, legislation, and applying relevant, experience-based solutions. Excellent listening, communication, and writing skills: Ability to establish and maintain positive and professional relationships through accurate, timely, and clear communication with People Leaders, colleagues, teams, and customers. Outstanding leadership, communication, and interpersonal skills: Proven ability to build rapport and trust with clients and internal teams. Exceptional organisational skills: Demonstrated ability to manage multiple projects simultaneously, prioritize effectively, and meet deadlines in a fast-paced environment.

Experience:

Bachelor's degree in computer science, Information Technology, Business Administration, or a related field. 5+ years of proven experience in a Service Delivery Management role, preferably within the software industry and with government healthcare clients. Experience in risk management, quality assurance, and compliance within a regulated industry (highly desirable).

Skills:

Strong understanding of software development methodologies, ITIL frameworks, and project management principles. Relevant professional certifications such as ITIL, PMP, or CSM.

Characteristics:

Strategic thinker with a strong commitment to delivering high-quality services. Ability to navigate and thrive in complex, regulated environments. Focused on continuous improvement, collaboration, and operational excellence.

A little about us

Orion Health's vision is to reimagine the healthcare experience for all. We strive to empower people, reveal insights from data, and unify healthcare data silos seamlessly and securely across the health ecosystem, improving the efficiency of care and advancing the wellbeing of everyone around the world.



For over 30 years, Orion Health has been focused on innovation and changing the game in health data. Today, we operate in 12 countries and our software hosts patient records for well over 100 million people. Orion Health is a world leader in unifying data across complex healthcare settings. The future is exciting for healthcare with AI and patient engagement at the forefront of our minds for our next growth phase.

What's in it for you?

At Orion Health, we believe in taking care of our team--we provide a fulfilling experience with a range of exclusive benefits. Join us and dive into a workplace that values your well-being and rewards your commitment.



Peek at what we have in store:


Your (Orion) health is very important to us. We have teamed up with Vitality to provide you with fully covered health insurance. Optical Bling: Embrace a new look with glasses and get back the cash through Vitality. Got a new filling? We've got you covered--reclaim a % of your dental expenses with Vitality. Life Assurance: Peace of mind comes with life cover for you. Pension Contribution of 5% towards employee pension scheme. Used up your annual leave but have yet another wedding to attend this summer? Or how about the kids' cross-country event you miss every year? Don't let an empty leave balance stop you. We offer our Orionites the chance to take additional paid time off for those impossible-to-miss events with LeavePlus (eligibility rules apply). Start your weekend early or pick your chosen day! From the start of June until the end of August, enjoy Summer Days where we can pick one day a month to clock off, (additional from our annual leave). Flexibility is important. We offer hybrid flexible working arrangements and encourage our people to design a workday that suits them, their team and the wider business.

If this sounds like you, we would love to hear from you!



#LI-Hybrid



#LI-RP1