Service Manager - HealthCare

InterSystems
Bangkok
Workplace: OnsiteFull timeFunction: Healthcare (Clinical, Medical, Wellness)Skills: ["Stakeholder management","Communication","Negotiation","Analytical","Problem-solving"]

Own the post-go-live service delivery experience for TrakCare and IntelliCare customers, serving as the primary point of contact between healthcare providers and internal technical/support teams. Drive customer satisfaction by ensuring SLA and KPI compliance, managing major-incident escalations, coordinating service review meetings, and initiating continuous improvement plans. Partner with Account Management, Support, Implementation, and Product to align delivery with contractual obligations, clinical needs, and long-term relationship success.

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FursaFursa
InterSystems
InterSystems
6 months ago

Service Manager - HealthCare

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Last checked: 7 hours agoStatus: Live

Job Summary

Own the post-go-live service delivery experience for TrakCare and IntelliCare customers, serving as the primary point of contact between healthcare providers and internal technical/support teams. Drive customer satisfaction by ensuring SLA and KPI compliance, managing major-incident escalations, coordinating service review meetings, and initiating continuous improvement plans. Partner with Account Management, Support, Implementation, and Product to align delivery with contractual obligations, clinical needs, and long-term relationship success.
Location: Bangkok
Workplace: Onsite
Employment Type: Full time
Job Function: Healthcare (Clinical, Medical, Wellness)
Seniority: Manager level

Key Responsibilities

  • •Act as the primary post-go-live point of contact for customers and coordinate between healthcare providers and internal technical/support teams.
  • •Oversee the end-to-end service lifecycle to ensure SLAs and KPIs are met or exceeded.
  • •Coordinate and chair regular service review meetings, including incident, problem, and change management reviews.
  • •Monitor and report on system performance, availability, and user satisfaction; initiate improvement plans as needed.
  • •Manage escalations for major incidents and lead post-incident reviews and problem management investigations.

Key Requirements

  • •Strong understanding of TrakCare/IntelliCare modules and how they integrate within clinical workflows.
  • •ITIL-qualified experience in IT Service Management (ITSM) in a healthcare or enterprise application support environment.
  • •Excellent stakeholder management, communication, and negotiation skills.
  • •Proven experience handling service escalations and high-impact incident response.
  • •Analytical, detail-oriented approach to service metrics and problem-solving.
Experience:HealthcareEnterprise applications support
Skills:Stakeholder managementCommunicationNegotiationAnalyticalProblem-solving
Certifications:ITIL
Languages:English
Tech Stack:TrakCareIntelliCareITILITSMEpic

Company Brief

InterSystems
Develops database management, interoperability, and analytics platforms—particularly for healthcare and financial services. Known for products like Caché, Ensemble, HealthShare and the InterSystems IRIS data platform enabling integrated data management and real-time applications.
Industry: Data Infrastructure
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Cambridge, United States
Founded: 1978
WebsiteLinkedIn