Managed Services Quality & Process Improvement Lead

Nordic Healthcare Group (NHG); Oregon; Hybrid; USD 140,000 - 180,000; Full time

Job summary

Nordic Healthcare Group (NHG) is seeking a Managed Services Quality & Continuous Improvement Lead to provide independent oversight of quality, effectiveness, and efficiency across the client portfolio. You will look beyond SLAs to identify opportunities for faster, more reliable service delivery and better end-user experience.

With 10+ years in IT/Managed Services and strong experience in Lean, Six Sigma, ITIL, and healthcare IT environments (Epic, ServiceNow), you will lead cross-client

Qualifications

• 10+ years in IT services or managed services.
• 10+ years in IT services or managed services.
• 5+ years in managed services or recurring IT support, preferably healthcare.
• Experience analyzing ticket-level and operational data to identify recurring issues, resolution inefficiencies, knowledge gaps, and improvement opportunities.
• Experience evaluating analyst work patterns to identify coaching, training, knowledge, and process improvement opportunities.
• Strong understanding of the end-to-end service lifecycle (incident, request, problem, change, escalation, knowledge).
• Experience driving ticket elimination, shift-left, self-service, automation, and knowledge improvement.
• Experience conducting root-cause analysis and translating findings into corrective and preventive actions.
• Experience identifying systemic issues across multiple clients, teams, applications, or service areas.

Responsibilities

• Oversight of quality, effectiveness, and efficiency of Managed Services delivery.
• Identify opportunities to improve analyst execution, coaching, training, and knowledge needs.
• Improve ticket resolution quality, speed, and efficiency.
• Reduce unnecessary escalations and handoffs; improve knowledge articles and knowledge utilization.
• Identify recurring demand that could be eliminated; increase client self-service and automation.
• Recommend client process changes that reduce ticket volumes and apply across multiple clients.

Skills

Root-cause analysis

Ticket trends analysis

Process improvement

Lean / Six Sigma

Service lifecycle understanding

Independent working

Presentation to leadership

Education

Equivalent combination of education and significant relevant managed services experience

ITIL Foundations / ITIL training

Lean Six Sigma training

Healthcare IT exposure (Epic, ServiceNow)

Tools

ServiceNow

Epic experience/certifications

ITIL knowledge

Quality-management tools

Job description

Nordic Healthcare Group (NHG) is seeking a Managed Services Quality & Continuous Improvement Lead to provide independent oversight of quality, effectiveness, and efficiency across the client portfolio. You will look beyond SLAs to identify opportunities for faster, more reliable service delivery and better end-user experience.

With 10+ years in IT/Managed Services and strong experience in Lean, Six Sigma, ITIL, and healthcare IT environments (Epic, ServiceNow), you will lead cross-client