Oversee a portfolio of Agile Services projects, including supporting partner implementations, software upgrades, consulting, and premium production services for customers
Establish policies to ensure consistently high service performance and evaluate customer feedback to develop quality improvement processes
Lead, mentor, and manage a team of Service Delivery Managers
Foster a collaborative and high-performance team environment through coaching, training and transparent feedback
Conduct regular performance reviews and provide professional development opportunities
Effectively balance people management responsibilities with individual contributors
Coordinate with partners and stakeholders to support implementations and software upgrades
Manage consulting and premium production services for customers
Ensure SLAs and KPIs as defined in relevant contracts are met or exceeded
Implement best practices and innovative solutions to enhance service delivery
Build and maintain strong relationships with customers, partners, and internal stakeholders
Communicate effectively with senior management and other departments to align goals and objectives
Represent the Agile Services team in meetings and strategic planning sessions
Monitor and report on key performance indicators (KPIs) and service metrics
Ensure compliance with industry standards and regulatory requirements
Manage budgets, resources, and timelines effectively

Bachelor of Science in Computer Science, Information Systems, Electrical Engineering or a closely related field (foreign equivalent is acceptable)
6 years of progressive employment experience managing end to end delivery of professional services and solutions to customers in the healthcare industry
6 years of demonstrated employment experience in healthcare business analysis, analyzing business requirements and improving operations workflows for clients
6 years of demonstrated employment experience delivering professional services and solutions using Agile project management in the healthcare industry
4 years of demonstrated employment experience implementing Managed Services and managing customer relationships in the healthcare industry
4 years of demonstrated employment experience in customer service and interfacing with the senior manager/director level in the healthcare industry
4 years of demonstrated employment experience automating manual processes for clients in the healthcare industry
4 years of demonstrated employment experience in SQL
Demonstrated knowledge gained through at least 4 years of experience with best practice frameworks such as Six Sigma, ITIL, CMM, Baldridge, or Lean

Manager, Agile Services

Key skills