About InterSystems
Empowering healthcare with high-performance data solutions
Key Highlights
- Headquartered in Cambridge, MA, with a global presence
- Over 1,000 enterprise customers, including NHS and VA
- Privately held since 1978 with 1,000-5,000 employees
- Flagship product: InterSystems IRIS for data management
InterSystems, headquartered in Cambridge, Massachusetts, specializes in high-performance database management and healthcare information systems. Their flagship product, InterSystems IRIS, supports rapid application development and integration, serving over 1,000 customers globally, including major h...
🎁 Benefits
Employees enjoy competitive salaries, comprehensive health benefits, generous PTO policies, and opportunities for remote work. InterSystems also offer...
🌟 Culture
InterSystems fosters a culture of innovation and collaboration, emphasizing a strong engineering focus. The company values integrity and customer succ...
Service Manager • Mid-Level
Overview
InterSystems is hiring a Service Manager to oversee and enhance the service delivery experience for TrakCare and IntelliCare customers. You'll be responsible for driving customer satisfaction and ensuring SLA compliance. This role requires strong operational leadership skills.
Job Description
Who you are
You have a strong background in service management, with a focus on enhancing customer experiences in a healthcare technology environment. Your experience includes overseeing service delivery and ensuring compliance with service level agreements (SLAs). You excel in managing escalations and coordinating with internal teams to deliver high-quality service. You understand the nuances of product capabilities and customer priorities, allowing you to align service delivery with business goals effectively.
You possess excellent communication skills, enabling you to serve as the primary point of contact between healthcare providers and internal technical teams. Your ability to monitor system performance and user satisfaction helps you initiate improvement plans as needed. You are adept at conducting service review meetings and managing incident, problem, and change management processes.
What you'll do
In this role, you will oversee the end-to-end service lifecycle for TrakCare and IntelliCare customers, ensuring that SLAs and KPIs are met or exceeded. You will coordinate regular service review meetings with stakeholders to discuss system performance and user satisfaction. Your responsibilities will include managing escalations for major incidents and ensuring timely communication and resolution. You will work closely with Account Management, Support, Implementation, and Product teams to drive continuous improvement in service delivery.
You will play a pivotal role in aligning service delivery with contractual obligations and long-term relationship success. Your deep understanding of product capabilities will enable you to bridge the gap between operational performance and strategic partnership. You will be responsible for monitoring and reporting on system performance and user satisfaction, initiating improvement plans as necessary. Your leadership will be crucial in enhancing the overall service delivery experience for our customers.
What we offer
InterSystems is committed to excellence through its 24×7 support for customers and partners around the globe. You will be part of a team that values innovation and collaboration, working in a supportive environment that encourages professional growth. We offer competitive compensation and opportunities for career advancement within a global organization dedicated to unlocking the power of data in healthcare.
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