Overview Be a vital part of our IT Team's advancement here at Carenet Philippines!
We seek a growth-oriented and empowered manager to dirve our IT Service Delivery team. This is a hybrid role in our Makati office. The IT Service Delivery Manager will be responsible for managing multiple cross-functional teams with customer service as the primary goal. This role's key functions within the IT department, enabling the delivery of high-quality services to end-users and ensuring that Service Support and Service Delivery processes are in place to meet business needs.
We're searching for the market's strongest candidate to join our group of innovators, collaborators, and builders in pioneering the next phase of Carenet's place in healthcare history. If this sounds like you, we need to connect! Apply now!
Responsibilities The IT Service Delivery Manager will work in a stakeholder-facing role, managing expectations within the business and driving the IT team to achieve high standards. Demonstrated experience with ServiceNow, Incident Management, Change Management, and Root Cause Analysis is preferred. Maintain high-performance levels in IT Service Desk, Desktop Support, Asset Management, Shipping, and Executive Support.
Accountable for the quality of service and performance, including capacity planning for future growth and project demands. Champion service and support in projects, ensuring minimal service impact and proactive identification of improvement opportunities. Monitor, control, and support service delivery, enforcing systems, methodologies, and procedures. Identify, recommend, develop, and implement support solutions, proactively seeking improvement opportunities. Develop and monitor metrics to measure performance and availability, implementing necessary improvements. Facilitate meetings focused on continuous improvement, driving internal and third-party service review meetings. Implement best practices, ensuring adherence to policies and procedures. Participate in yearly HITRUST and SOC2 Audits. Qualifications Bachelor's degree in IT or Leadership preferred. Minimum 5 years of management experience. Previous technical experience and management of technical teams. MTA, MCSE, MCSA, ITIL, or similar certifications are desirable. Familiarity with ITIL or related service delivery frameworks. Experience in a high-volume, fast-paced environment (contact center setup preferred) Knowledge of Incident and Change Management principles and processes , including bridge management and service restoration. Strong knowledge of Microsoft Office Suite and Active Directory and best practices and procedures for enterprise infrastructure. Knowledge of desktop images and deployment for Windows and Mac environments. Software and hardware troubleshooting skills with experience with incident troubleshooting and escalation. Knowledge of s ecurity software programs and implementation. Root cause analysis skills. Strong ability in taking ownership of Incident, Request, Change, and Escalation processes which includes resolving parties, effective communication, and conducting post-incident reviews Only qualified candidates will be contacted.
More About Carenet Health
Carenet Health delivers multi-dimensional value to healthcare organizations in areas such as revenue optimization, cost containment and consumer experience. Our clients choose us—and stay with us for an average of seven years or more—because of our clinical expertise and our experience creating meaningful connections that deliver impact and ROI.
Our solutions include multi-channel consumer engagement programs that support quality and satisfaction performance metrics, as well as on-demand clinical engagement and telehealth services that improve care and lower costs. Intelligent contact strategies, empathy-focused interactions, high-touch navigation assistance and best-in-class partners are a few of the key factors in our success.
Learn more at carenethealthcare.com
By applying for this position, you understand and acknowledge the following: Our partnerships with our clients may require non-sensitive Personal Identifiable Information (Name, address, DOB) to be shared for system credentials and equipment. We have implemented strict security measures to keep your information confidential and secure.
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