Service Manager - HealthCare

The Service Manager is a key operational leadership role responsible for overseeing and enhancing the service delivery experience of TrakCare and IntelliCare customers. Acting as the primary post-go-live point of contact, the Service Manager is accountable for driving customer satisfaction, ensuring SLA compliance, managing escalations, and coordinating internal delivery teams. This role bridges the gap between operational performance and strategic partnership, working closely with Account Management, Support, Implementation, and Product teams to ensure the successful delivery and continuous improvement of services. Candidates must have a strong understanding of TrakCare/IntelliCare modules and their integration within clinical workflows, along with ITIL-qualified experience in IT Service Management within a healthcare or enterprise application support environment.

Model after Epic’s support structure where each customer has a (non-exclusively) assigned point of contact within support

Serve as the primary service delivery contact between the healthcare provider and internal technical/support teams

Oversee the end-to-end service lifecycle, ensuring SLAs and KPIs are met or exceeded

Coordinate and chair regular service review meetings with stakeholders, including incident, problem, and change management reviews

Monitor and report on system performance, availability, and user satisfaction; initiate improvement plans as needed

Strong understanding of TrakCare/IntelliCare modules and their integration within clinical workflows

ITIL-qualified and experienced in IT Service Management (ITSM) within a healthcare or enterprise application support environment

Excellent stakeholder management, communication, and negotiation skills

Proven experience handling service escalations and high-impact incident response

Analytical and detail-oriented approach to service metrics and problem-solving