IT Service Delivery Leader - WellSpark Health
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