Service Manager
CurrentSupervise all IT-related functions to ensure the service delivery in a regional hospital group including two nursing homes and six hospitals with three teams. Act as liaison and a key point of contact for all service escalations. Communicate with cross-functional teams to design and manage document solutions for hospital workflow optimization, delivering full technical, desktop, server, and network support to attain optimal results. Lead various staffing tasks including delegation of workload for several teams. Ensured efficient IT operations by cultivating long-lasting relations with key vendors at internal and external levels. Evaluated department performance by adopting a number of statistical and reporting approaches. Boosted quality of technical service and decreased repeat incidents by implementing best practices; created effective procedures to assess trends based on end-user calls, issues and recommendations. Monitored all incoming tickets by using the hospital IT service ticket system; completed all requests and repair services against service level agreement (SLA) that measured in ServiceNow. Spearheaded various projects within timely and budgetary constraints by conducting effective project management. Led the improvement of the business hour and on-call coverage by creating an innovative staffing schedule.
