HealthSpring - Head - Service Delivery - Operations

Head Service Delivery (Operations)

Job Overview:

- We are seeking a highly skilled and motivated individual to join our healthcare organization as a Service Delivery Head

- As the Service Delivery Head, you will be responsible for overseeing and ensuring the smooth and efficient delivery of services to our clients

- You will lead a team of service delivery managers and coordinators, ensuring exceptional service quality, client satisfaction, and operational excellence

- This role requires strong leadership abilities, strategic thinking, and a deep understanding of the healthcare industry would be an added advantage.

Responsibilities:

1. Leadership and Strategy

- Develop and implement service delivery strategies, goals, and objectives aligned with organisational objectives

- Provide strong leadership to the service delivery team, fostering a culture of excellence, collaboration, and continuous improvement

- Drive the development and implementation of best practices, standards, and policies for service delivery operations

2. Client Relationship Management

- Build and maintain strong relationships with healthcare clients, understanding their needs, and ensuring high levels of client satisfaction

- Collaborate with clients to identify service requirements, resolve issues, and proactively address their concerns

- Conduct regular client meetings and reviews to assess service performance and identify opportunities for improvement

3. Service Delivery Management

- Oversee the end-to-end service delivery process, ensuring efficient resource allocation, timely execution, and adherence to service level agreements (SLAs)

- Monitor service performance metrics, analyze trends, and implement corrective actions as necessary to meet or exceed performance targets

- Foster a culture of continuous improvement, identifying opportunities to enhance service quality, streamline processes, and optimize operational efficiency

4. Team Management

- Recruit, train, mentor, and manage a team of service delivery managers and coordinators

- Provide guidance and support to the team, promoting professional development and ensuring a high level of employee engagement

- Conduct regular performance evaluations, set clear goals, and provide constructive feedback to drive individual and team performance

5. Stakeholder Collaboration

- Collaborate with cross-functional teams, including operations, finance, IT, and business development, to ensure alignment and effective service delivery

- Partner with internal stakeholders to drive service innovation, identify new service offerings, and contribute to business growth