Associate Manager IT Service Delivery

Job Title: IT Service Management (Service Desk/Desktop Support)

Key Responsibilities – IT Service Management (Service Desk/Desktop Support)



* Delivering Responsive & Efficient IT Services - Lead day-to-day operations to ensure high-quality IT support tailored to the specific needs of the client hospital, across both technical and application support domains.


* Supporting Account Success - Contribute to the profitability and financial health of the account by aligning service delivery with corporate revenue and margin goals.


* Client Relationship Management - Build and nurture strong client relationships, proactively addressing issues to reinforce trust and satisfaction.


* Proactive Risk Oversight - Continuously monitor potential risks and ensure timely and appropriate escalation to maintain operational stability.


* Empowering & Managing High-Performance Teams - Ensure optimal resource utilization and foster an environment where milestones are met and staff feel supported, capable, and motivated.


* Driving Process Excellence - Identify operational gaps and improvement opportunities.

Facilitate process workflow modeling to collaborate on process enhancements, automation strategies, and clearly defined end-to-end use cases.


* Support Model Experience - Manage and support around-the-clock technical and application support processes —including Tier 1 and Tier 2 workflows—with a strong focus on meeting SLA and OLA commitments.

 

Technical Expertise


* Proven experience leading a team responsible for Tier 1 troubleshooting across Citrix, Active Directory, and desktop/office environments, but not limited to these areas of technical support.


* Skilled in ITSM platforms such as ServiceNow, Remedy, and similar tools, ensuring efficient service operations and incident management.

 

Leadership & Talent Development (For Roles with Direct Reports)

Altera Digital Health sets clear expectations for managers to foster team growth and excellence:


* Recruit a diverse and capable team to build a strong talent mix.


* Demonstrated ability to work closely with individual contributors to identify business challenges, analyse performance gaps, implement creative solutions, and track success through relevant KPIs.


* Accelerate onboarding to ensure new hires are set up for success.


* Communicate clear objectives that empower individuals and align with team goals.


* Assign work strategically to maximize employee strengths and contributions.


* Guide and coach team members through personalized development plans.


* Provide timely, constructive feedback and address underperformance with care.


* Celebrate achievements to reftain talent and boost motivation.


* Keep the team informed and connected with business updates and team progress.


* Cultivate a positive team culture that inspires collaboration and pride in shared success.

Education


* Bachelor's Degree (Prefer...