Technical Operations Manager

Overview

About Health Edge
Health Edge® is trusted to provide the technology and services that power health plans’ most important value streams. With an integrated platform of solutions spanning claims administration, quality improvement, prospective payment accuracy, provider network management, care management, member engagement and risk adjustment, Health Edge enables health plans to converge their data so they can harness automation and the promise of AI.

Combining this next-gen technology with services and expertise gives health plans unmatched capabilities to deliver a future of frictionless and cost-effective healthcare experiences. For more information, visit

We are searching for a highly motivated Technical Operations Manager to join our team. As a Technical Operations Manager, you will oversee a range of functions to facilitate the delivery of superior services to the end-users. You will identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. You will ensure that services are being seamlessly delivered to the clients of an organization.

You will lead project teams, rectifying reliability issues, monitoring progress, tracking KPIs, and managing budgets. You will boost the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands. You will also ensure service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner.

Additionally, you will identify and drive service improvement projects.

• Monitoring and managing IT services desk, and VIP support functions to ensure optimal service
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Developing a deep understanding of projects to gain insights into the scope of service delivery
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
• Providing accurate and regular reports to the management on performance of the service delivery
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

• Professional degree required in a related field
• Minimum 7 years’ experience in technical operations or service delivery management
• Experience working in an offshore model is required
• Service Management: They should have a deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.
• Client Relationship Management: Service Delivery Managers need strong interpersonal and communication skills to build and maintain relationships with clients. They should be able to understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.
• Leadership: They should possess leadership qualities to guide and motivate their team members. This includes the ability to delegate tasks, provide clear directions, and inspire collaboration and teamwork.
• Project Management: Service Delivery Managers often oversee multiple projects or initiatives.
• Strong…