Role Overview

Build and maintain strong relationships with client stakeholders including technical leaders, architecture teams, and executive sponsors.
Act as the primary point of contact for technical service delivery issues and escalations.
Work with clients to understand their goals and translate them into service delivery plans and improvements.
Lead regular service reviews, including discussions around platform health, incidents, and opportunities for improvement.
Oversee the ongoing delivery of services including upgrades, integrations, monitoring, and support.
Ensure services meet agreed performance, availability, and security expectations.
Work with internal teams to improve visibility into system performance and operational metrics.
Help coordinate platform or infrastructure changes to ensure minimal disruption to client services.
Coordinate responses to major service incidents and help ensure issues are resolved quickly.
Participate in change management processes to ensure updates are planned and communicated effectively.
Support root cause analysis and help drive improvements to prevent recurring issues.
Contribute to improving incident and operational processes.
Work closely with engineering, product, and infrastructure teams to resolve issues and improve service performance.
Promote accountability, collaboration, and continuous improvement across teams.
Help identify opportunities to improve service reliability and operational efficiency.
Identify potential service or operational risks and escalate when needed.
Ensure services align with healthcare security, privacy, and compliance requirements.
Support service reviews and improvement initiatives to maintain strong operational standards.

Requirements

Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
7+ years of experience in technical account management, service delivery, technical operations, or similar roles.
Experience working with enterprise software platforms and supporting customer environments.
Familiarity with cloud platforms and modern software delivery practices is beneficial.
Experience working in regulated industries such as healthcare is preferred.
Certifications such as ITIL, PMP, or cloud certifications (AWS, Azure, GCP) are advantageous.

Tech Stack

AWS
Azure
Cloud
Google Cloud Platform
PMP

Orion Health

Open Positions (1)

Sales

Technical Account Manager