IT Service Delivery Leader - WellSpark Health

📁
WellSpark
📅
2105M Requisition #
Sign Up for Job Alerts
WellSpark is a digital wellness company and national subsidiary of EmblemHealth that offers a full suite of productes and solutions to reward people for healthy behaviors.

Summary

  • Oversee the Incident and Problem Management and Service Request Management processes at WellSpark Health, utilizing
  • Jira Service Desk and leveraging a best-practice based approach based on industry standard methodologies (i.e., ITIL v4).
  • Customers are predominantly internal, and support is requested through Jira Service Desk.
  • Work closely with the Data and Digital functional team to prioritize resources for incident and problem management and
  • resolution, and service request fulfilment.
  • Constantly improve processes through cross-functional collaboration; develop dashboards and reporting for senior leadership
  • which shows the health of support services for the business.

Responsibilities

  • Responsible for the success of the Service Desk process workstream, including accountability for end-to-end incident management and resolution and service request fulfillment, using Jira Service Desk.
  • Prepare weekly, monthly and quarterly performance reports for internal stakeholders.
  • Work cross-functionally to find opportunities to collaborate on process improvement.
  • Build relationships with Customer Facing Teams across the organization.
  • Provide excellence in communication with internal customers.
  • Coordinate across all vendors and partners that support WellSpark to ensure incidents and problems are resolved in a timely manner.
  • Ensure all Service Requests are completed in a timely manner across all functional teams following agreed upon service delivery timelines and process flows.
  • Set the rules for customer service reporting, including benchmarks, and create a feedback loop with the vendor to continuously improve service based on the data in the reports.
  • Design, develop and evaluate measurement criteria to identify trends and drive improvements in organizational performance, including customer satisfaction, operating efficiency, and product quality.
  • Engage in support of key accounts and escalation management; serve as the escalation point and single point of contact for all internal business stakeholders.
  • Partner closely with internal business and technology teams to make customer service a core part of customer acquisition and retention efforts.
  • Utilize metrics, analytics, and other tools to establish and determine success in customer service delivery.

Qualifications

  • Bachelor’s Degree required, preferably in an IT, information, or equivalent field of study.
  • 10 years’ experience leading a customer care team/function. required
     
  • 3 years’ experience managing a customer care team for a SaaS vendor. required
  • Familiarity with SaaS solutions. required
  • Track record of successfully managing / leading a software and/or SaaS-based customer support/care team. required
  • Core skills/proficiencies include Leadership, Customer Relations, Performance Management, Process Management, Data
  • Analysis, Problem Solving, Effective Communication, Intuition for Business, Strategy Planning and Technical Aptitude. required
  • Proficiency with Jira Service Desk software, including leveraging workflows, configuration, dashboards, and other features in support of service delivery. required
  • Excellent organizational skills; ability to prioritize, lead, multi-task and execute projects cross-functionally. required
  • Superior communications skills (verbal, written, presentation, interpersonal) with all levels/types of audiences; ability to explain complex concepts simply. required
  • Excellent problem-solving skills and ability to navigate challenging situations in a professional manner. required
  • Experience driving customer service success, case deflection strategies, continual process improvement, and using data and analytics to measure success. required

Previous Job Searches

Similar Listings

Farmington, Connecticut

📁 WellSpark

Farmington, Connecticut

📁 WellSpark

Farmington, Connecticut

📁 WellSpark