Senior Service Manager - SAP Brim (NBS)

Synapxe; Queenstown; On-site; NZD 100,000 - 130,000; Full time

Job summary

A leading HealthTech agency in New Zealand is seeking a Senior Service Manager. This role requires a highly skilled professional with extensive experience in service management to enhance operational effectiveness and ensure compliance with performance metrics. Join us in driving innovation and excellence in health services.

Qualifications

• Minimum of 10 years of experience in IT service management or related roles.
• Proven experience managing service operations in a HealthTech environment.
• Experience working with third-party service providers.

Responsibilities

• Ensure high levels of service performance and compliance with SLAs.
• Lead teams to resolve complex service issues and coordinate high-severity incidents.
• Collaborate with internal teams for incident recovery and service restoration.

Skills

Service operations

Incident management

Problem resolution

Analytical skills

Education

Bachelor's degree in Information Technology

Bachelor's degree in Computer Science

Bachelor's degree in Business Administration

Job description

Company description:

Synapxe is the national HealthTech agency inspiring tomorrow's health. The nexus of HealthTech, we connect people and systems to power a healthier Singapore.

Together with partners, we create intelligent technological solutions to improve the health of millions of people every day, everywhere. Reimagine the future of health together with us at www.synapxe.sg

Job description:

Position Overview

Senior Service Manager is responsible to maintain high levels of service and to ensure that all IT operations activities are performed. You are the subject matter expert in technology and/or business domain.

You are responsible to drive both internal and external teams in the resolution of complex problems to esnure high resiliency and compliance to SLAs, KPIs and metrics relating to service performance and operations performance. You should possess strong analytical skills in the completion of service operations related activities and are responsible for tracking and analyzing important reports covering service performance metrics and operations activities.

Role & Responsibilities

• Serve as a Subject Matter Expert to enhance the organization's capability in applying service operations and maintenance frameworks effectively
• Implement response and recovery plans focused on improving service recovery processes
• Assist senior leaders in disaster recovery planning and related activities
• Lead internal and third-party service provider review meetings to discuss performance, service improvements, quality, and processes
• Troubleshoot and resolve service health issues, coordinating with relevant parties to eliminate impediments impacting service performance
• Organize system activities, including planned maintenance events, system backup processes, and disaster recovery drills
• Support and assist in high-severity incidents, facilitating problem management meetings
• Develop operational support material blueprints for application disciplines, ensuring they are concise and comprehensive, covering internal security and technology standards
• Collaborate with multiple internal teams to restore services during incidents, gathering necessary experts for root cause analysis and problem resolution
• Track and ensure compliance with SLAs, KPIs, and metrics related to service and operations performance

Requirements

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field
• Minimum of 10 years of experience in IT service management or related roles
• Proven experience in managing service operations, incident management, and problem resolution
• Experience working with third-party service providers and vendors

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