Managed Services Quality & CI Lead

Healthtech Inc; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Nordic is seeking a senior leader to drive quality and continuous improvement across Managed Services portfolios. You will analyze ticket-level data, identify coaching needs, and push initiatives to shorten resolution times, reduce escalations, and enhance knowledge content.

Healthcare IT experience with Epic or ServiceNow is highly preferred. The role requires independent, cross-functional collaboration and the ability to challenge existing practices to achieve scalable improvements across

Qualifications

• 10+ years of experience in IT services, managed services, IT operations, service management, continuous improvement, or related disciplines.
• 5+ years of experience in a managed services or recurring IT support environment, preferably supporting complex enterprise or healthcare clients.
• Experience analyzing ticket-level and operational performance data to identify recurring issues, resolution inefficiencies, knowledge gaps, and improvement opportunities.
• Experience evaluating analyst-level work patterns to identify coaching, training, knowledge, and process improvement opportunities.
• Strong understanding of the end-to-end service lifecycle, including incident, request, problem, change, escalation, and knowledge management.
• Experience identifying drivers of ticket demand and developing strategies for: Ticket elimination and deflection, Shift-left, Self-service, Automation and self-healing, Knowledge improvement, Process simplification.

Responsibilities

• Provide independent oversight of the quality and continuous improvement of Managed Services delivery across the client portfolio.
• Analyze ticket-level and performance data to uncover recurring issues and improvement opportunities.
• Identify analyst coaching, training, and knowledge needs to raise execution quality.
• Improve ticket resolution quality, speed, and efficiency; reduce unnecessary escalations and handoffs.
• Improve knowledge articles and usage; drive self-service and automation.
• Identify systemic opportunities across multiple clients to standardize best practices.
• Present quality findings and recommendations to senior leaders and client stakeholders.

Skills

Root-cause analysis

Data analysis

Process improvement

Knowledge management

Stakeholder comms

Lean Six Sigma

ITIL

ServiceNow

Epic healthcare IT

Education

Equivalent combination of education and significant relevant managed services experience

Tools

ServiceNow

Epic certifications

Job description

Nordic is seeking a senior leader to drive quality and continuous improvement across Managed Services portfolios. You will analyze ticket-level data, identify coaching needs, and push initiatives to shorten resolution times, reduce escalations, and enhance knowledge content.

Healthcare IT experience with Epic or ServiceNow is highly preferred. The role requires independent, cross-functional collaboration and the ability to challenge existing practices to achieve scalable improvements across