27 Service Delivery jobs in Arona

• Service Delivery Team Performance (Ticket closers, SLO attainment, etc.)
• Client satisfaction ratings
• Number of client-initiated Delivery performance escalations
• Client retention/churn

• Oversee daily operations of assigned regional POD service desk teams to ensure consistency in delivery experience.
• Responsible for resource and capacity management, ensure staffing plans meet current and future client/business needs.
• Monitor task assignments by all direct reports to ensure performance objectives and Service Level Agreements are being met.
• Participate in weekly Operational Management review of ongoing escalations, process improvements, and other staffing discussions.
• Develop operational reporting and implement action plans to achieve SLA/KPI targets.
• Analyze team productivity, workload, tasks, procedural and system performance, and provide technical analysis and recommendations for efficiencies.
• Directly manage leaders of Service Desk Teams.
• Complete performance and personal objective reviews of direct reports.
• Work with other Service Desk leadership, and business operations team to develop, update, and deploy operational processes.

• Own the client relationship for the Regional Service Delivery team and build deep, meaningful relationships with clients in partnership with the Client Management Organization (CMO)
• Serve as the customer-facing representative for any escalations and be the accountable stakeholder for driving and pursuing resolution internally and delivering information to the client.
• Sustain proactive, comprehensive communication throughout active issues with customers to build and maintain trust.
• Ensure delivery team handles customer escalations with appropriate response and attention, while partnering with CMO and other teams to ensure coordinated client communication and support.
• Ensure Regional Service Delivery teams are complying to IT Solutions Client Governance Framework and teams are following proper communication processes, in regards to client engagements

• Responsible for execution of service improvement plans and managing recovery of client flight risk actions.
• Review service failures and confirm appropriate Problem Management actions are being developed and executed until completion.
• Evaluate, report, and improve Regional Service Delivery staff productivity
• Conduct regular audits of CSAT and other performance data points to validate delivery quality and provide feedback and review of regional and team operational performance.

• Submit individuals to operational leadership for performance-based assessment and merit when appropriate.
• Coaches and reviews the performance of all direct reports and ensures that all staff are guided, trained, and developed in order to maximize individual and collective performance.
• Carries out supervisory and drives accountability for assigned regional operation through direct organization responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

• Passion for solving problems or helping others and taking the initiative in driving continuous improvement/execution excellence
• Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment
• Effective professional written and verbal communication using MS Word, MS Excel, and MS PowerPoint
• Meticulous in the management of issues, risks, and commitments
• Basic IT Solutions Managed Services tool usage, especially report generation (ConnectWise)
• Strong personal influence skills
• Strong negotiation skills
• Strong rapport and relationship-building skills with both internal individuals and external clients. Must be an effective communicator in difficult client situations
• Solid understanding of the technologies being managed by IT Solutions for the client
• Solid understanding of how delivery provides the management services
• Thorough understanding of ITIL v3 Foundation Service Management
• Willingness to be available for occasional non-traditional business hours work

• Bachelor's degree or equivalent experience and/or military experience
• 5+ Years of managing IT services client relationships
• ITIL v3 Foundation, Six Sigma, PMP, and any relevant technical certifications are a plus

• Rich Medical and prescription plans
• Dental & Vision
• Paid Holidays and Flexible Paid Time Off
• 401K/401K Roth with Safe Harbor matching
• Stock Appreciation Rights
• Company-paid life insurance, long-term and short-term disability insurance
• Company-paid mental health support & financial wellness services
• FSA for medical and dependent care
• HSA option with compatible medical plan
• Company-paid training, materials, and exams
• Performance-based bonuses

Support Ticket Triage: Review and prioritize incoming support tickets by filling in key details in Zoho Desk, gathering additional information from requestors, linking to existing issues, communicating with requestors, and assigning tickets to the appropriate team.
Ticket volume: daily = 15-25 (ticket could take as little as 5 min+)
Internal + external support
Account Access Updates: Manage revisions to the Lens Account Access Authorization Form (LAAAF) for existing organizations, including updating access permissions, removing users, and making changes related to Broker of Record (BOR) changes user removals.
Notification of Account Creation: Welcome new users by sending outreach communications that include training materials and registration information.
98% of communication will be through email but will also be picking up phone to talk to clients
Zoho Desk (Help Desk) Monitoring: Monitor open help desk tickets for compliance with Service Level Agreements (SLAs), follow up with teams to ensure timely resolution, and address any tickets that are at risk of breaching SLA standards.
Upsell Additions: Update user access and notify external parties when upsell additions occur (e. g., HPT, Quantros, GIC).
Hand-Off Calls: Participate in Project Manager (PM) hand-off calls for new go-lives to understand organization-specific details and user access needs and follow up with clients by providing training materials and registration information.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to com.

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: .

Bachelors degree
Zoho desk
At least 1 year of client-facing customer support experience
Microsoft office, Excel, etc.
Healthcare background/terminology experience
Great communication & ability to multitask

Zone Service Lead

The Zone Service Lead is responsible for day-to-day service operations with a specific region within North America. As a leader within Digital Computational Pathology (DCP), you will drive growth within the NAM region with a focus on the customer experience and delivering efficient and exceptional service.

Your role:

• Ensuring our customers get a great and collaborative experience working together with Philips throughout the lifecycle of our partnership.

• Facilitating an environment for your team of experts and project managers that that is positive, innovative and customer focused and encourages them to grow and thrive.

• Ensuring the projects in your area of responsibility get delivered on time, on budget, while ensuring customer success at the end of the project.

• After the successful delivery of our Digital Pathology solution the customer gets a smooth transition to service and world class incident management experience.

• You must be able to travel up to 70%

You're the right fit if:

• You’ve acquired 3+ years of experience in leading/managing a cross functional team within healthcare IT service business.

• Your skills include strong project management skills, with the ability to manage multiple initiatives and priorities simultaneously. As well as you have the proven ability to influence and deliver through others and in a complex, global organization.

• You have a bachelor’s degree in business, marketing, health science, engineering, or equivalent experience

• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

• You have outstanding organizational, communication, interpersonal, relationship building skills conducive to collaboration; able to work well in a cross-functional, matrix management environment.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is a field role.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

• Learn more about our business.

• Discover our rich and exciting history.

• Learn more about our purpose.

• Learn more about our culture.

Philips Transparency Details

The pay range for this position in AZ, AR, ID, IA, KS, KY, LA, ME, MS, MO, NE, NM, OK, SC, SD, TN, UT, or WV is $76,000 to $31,000

The pay range for this position in AL, CO, FL, GA, HI, IL, IN, MI, MN, NV, NH, NC, ND, OH, OR, PA, TX, VT, VA, WI, or WY is 80,000 to 138,000

The pay range for this position in AK, DE, MD, NY, RI, or WA is 84,000 to 144,000

The pay range for this position in CA, CT, DC, MA, or NJ is 98,000 to 157,000

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact , option 5, for assistance.

Equal Employment and Opportunity Employer/Disabled/Veteran

Blink Health is the fastest growing healthcare technology company that builds products to make prescriptions accessible and affordable to everybody. Our two primary products BlinkRx and Quick Save remove traditional roadblocks within the current prescription supply chain, resulting in better access to critical medications and improved health outcomes for patients.

BlinkRx is the world's first pharma-to-patient cloud that offers a digital concierge service for patients who are prescribed branded medications. Patients benefit from transparent low prices, free home delivery, and world-class support on this first-of-its-kind centralized platform. With BlinkRx, never again will a patient show up at the pharmacy only to discover that they can't afford their medication, their doctor needs to fill out a form for them, or the pharmacy doesn't have the medication in stock.

We are a highly collaborative team of builders and operators who invent new ways of working in an industry that historically has resisted innovation. Join us!

• Receive inbound phone calls to resolve routine and new issues with patients, doctors and insurers
• Provide patient care to accurately support pharma programs and triage to appropriate teams when required
• Strive to meet and exceed structured performance targets.
• Document all call information and data discovery according to operating procedures
• Utilize Knowledge Base materials as a foundation for resolving inquiries
• Maintain confidentiality of patient and proprietary information
• Develop a working knowledge of company related security and privacy practices.
• Participate in continued education on product changes, new features and product launches
• Help improve the patient experience by sharing feedback with management to further develop the product, materials and processes

• Full time hourly, on-site in Pittsburgh (Robinson)
• Availability for Monday-Friday across various 8 hours shifts: 8am- 4pm EST , 9am- 5pm EST, 1pm- 9pm EST
• Open for availability for 4 day 10 hour shifts from 11am- 9 pm EST
• Availability for rotating Saturday shifts 9am-5pm
• Scheduling flexibility, as your schedule may change over time according to business needs

• Medical, dental, and vision insurance plans that fit your needs
• 401(k) retirement plan
• Daily snack stipend for onsite marketplace
• Pre-tax transit benefits and free onsite parking

• High school diploma or GED required, Bachelor's degree strongly preferred
• Customer service experience required
• Healthcare, pharmacy or other relevant industry experience strongly preferred
• Strong verbal and written communication skills
• Sound technical skills, analytical ability, good judgment, and strong operational focus
• A passion for providing top-notch patient care
• Ability to work with peers in a team effort and cross-functionally
• Strong technical aptitude and ability to learn complex new software

It is rare to have a company that both deeply impacts its customers and is able to provide its services across a massive population. At Blink, we have a huge impact on people when they are most vulnerable: at the intersection of their healthcare and finances. We are also the fastest growing healthcare company in the country and are driving that impact across millions of new patients every year. Our business model not only helps people, but drives economics that allow us to build a generational company. We are a relentlessly learning, constantly curious, and aggressively collaborative cross-functional team dedicated to inventing new ways to improve the lives of our customers.

We are an equal opportunity employer and value diversity of all kinds. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.