Providence, one of the US’s largest not-for-profit healthcare systems, is committed to high quality, compassionate healthcare for all. Driven by the belief that health is a human right and the vision, ‘Health for a better world’, Providence and its 120,000 caregivers strive to provide everyone access to affordable quality care and services.
Providence has a network of 52 hospitals, 1,000+ care clinics, senior services, supportive housing, and other health and educational services in the US.
Providence India was established to bring to fruition the transformational shift of the healthcare ecosystem to Health 2.0. The India center will have focused efforts around healthcare technology and innovation, and play a vital role in driving digital transformation for Improved patient outcomes and experiences, caregiver efficiency, and running the business of Providence at scale.
Why Us?
Best In-class Benefits
Inclusive Leadership
Reimagining Healthcare
Competitive Pay
Supportive Reporting Relation
Are you looking to take off your career to gain unique experiences?
Passionate to contribute the digital transformation of healthcare?
Excited about a mix of start-up mode opportunity in a bigger enterprise?
The Strategic Tech Enablement (aka STE) team focuses on providing services & operations support for Providence applications, portals, services, and platforms spanning across various technical stacks and supporting multiple business process ticket management for both Clinical and Non-Clinical Services.
Our Team culture:
Work environment, which is collaborative and driven by Learning, Attention to details & Empathy towards customer
Empowering & Enabling individuals and teams to realize their full potential.
Focus on outcomes, solving our users pain points & predictable delivery
Data driven decision making on vision & roadmap of Service Operations & Customer Service Support.
About the Role – Leader, Service Desk:
This is a critical Service Desk Leadership role for the STE team at Providence India. This role is both enterprise in nature and start-up in mindset because we are creating and building this IS division from grounds up in India. The scope is both broad, across Providence and deep, in terms of technical, process, operational, and continuous improvement required to support multiple enterprise wide IS services. This role will work in a fast-paced environment, have constant demands for better services, and will require strong problem resolution, decision making, communication and partnering skills. Require a leader to deal with high degrees of ambiguity, drive clear strategy, focus on process & operational excellence, service quality, and implementation plans, while bringing the business teams, users, peer IS organizations and the team across globe to success.
What will you be responsible for:
The ideal candidate will have a blend of technical, process & operational skills in service desk management, manage, nurture, and lead a service desk team. Candidate should be adept at applying her/ his experience with a focus on problem solving, supporting wide spectrum of systems, operational excellence, service quality, reduction of manual toil with focus on User experience. Candidate should be highly collaborative and has good working experience in Global operating setups.
Build, Grow, and Nurture vibrant Service Desk Work groups consisting talented Support Analysts
Work as a key member of a tightknit leadership team to create a high performing team that will drive necessary change and leadership, in a consistent way, throughout the organization
Establish Center of Excellence for Service Desk Management in Providence India by providing thought leadership with focus on Quality of Service, Delivery of Service, Reduction of Manual Toil, Cost Reduction, and Customer focus.
Ensure production solutions are reliable, secure, and effective and that implemented solutions are continuously monitored and documented. Look for opportunities to Left Shift an Right Shift tickets to reduce overall customer pain points, manual toil and cost per ticket.
Build operational excellence, defining metrics and KPIs to drive governance, quality, and efficiency. Influence and improve existing processes through innovative behaviors and effective change management.
Be a thought leader in identifying opportunities and drive automation to improve KPIs on ticket reduction, ticket cycle time and resolution rate.
Effectively build relationships with business, management, Development, Service Engineering teams through positive interaction and problem identification and resolution to enable business teams to focus on driving their business and IS to run all the IS services
Foster a trusting and safe environment where team members can raise problems without fear of blame, retribution or being judged, and focused on remediation, prevention, and excellence.
Talent Management – Hire, Nurture and Retain the talent.
What would your day look like?
Closely work with your Work groups on the service delivery, tickets life cycle execution while continuously looking to evolve the quality of service, predictability, and operational excellence.
Define & Track opportunities for continuous evolution in Service Delivery Quality, Operational Excellence, Ticket Reduction.
Track OLA, SLA Metrics & Reporting accurate metrics to Leadership teams.
Ensure that floor management is maintained appropriately with all necessary controls from process, HR, transportation, and other needs.
Partner with Global Service Desk teams on shared goals and focus on the outcomes with a collaborative mindset.
Who are we looking for?
18+ years of Industry experience in Service Management, Service Operations, Call Center Operations.
6+ years People & Floor management experience managing team’s operations, performance, service delivery, quality of service.
BS or MS in Computer Science of Equivalent
At Providence, we not only acknowledge differences but also honor it. We appreciate differences related to the following factors but not limited to background, education, gender, age, generation, religious background, ability, technical skills in all our employment related opportunities.
Health is a human right
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