InterSystems

5 months ago

Service Manager - HealthCare

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 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

Website LinkedIn

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InterSystems

5 months ago

Service Manager - HealthCare

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

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

Industry: Data Infrastructure

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: Cambridge, United States

Founded: 1978

Website LinkedIn