Senior Program Manager - IT

R1 RCM India is proud to be recognized amongst India's Top 50 Best Companies to Work For™ 2023 by Great Place To Work® Institute. We are committed to transform the healthcare industry with our innovative revenue cycle management services. Our goal is to ‘make healthcare simpler’ and enable efficiency for healthcare systems, hospitals, and physician practices. With over 30,000 employees globally, we are about 14,000 strong in India with offices in Delhi NCR, Hyderabad, Bangalore, and Chennai. Our inclusive culture ensures that every employee feels valued, respected, and appreciated with a robust set of employee benefits and engagement activities.

Our mission is to be the one trusted partner to manage revenue, so providers and patients can focus on what matters most. Our priority is to always do what is best for our clients, patients, and each other. With our proven and scalable operating model, we complement a healthcare organization’s infrastructure, quickly driving sustainable improvements to net patient revenue and cash flows while reducing operating costs and enhancing the patient experience. 

Job Description:

The Senior Manager (IT Service Management) will report to R1 IT India leader and will support ongoing efforts to strengthen the posture and continued expansion of IT Operations team. The role will be primarily responsible for managing R1 ITSM function in India and will have dotted line responsibilities to other IT Ops leaders for specific functions. The Senior Manager will perform people management duties for ITSM teams with an India presence, while working with their respective team leaders that would manage their day-to-day work. The role will contribute to improve IT processes by actively reviewing and identifying process gaps, encourage best practices through the end-end processes, identify areas of improvement, evaluate daily, weekly, and monthly team’s productivity, provide feedback to the appropriate internal leaders.

Duties & Responsibilities

• Lead the internal IT support teams in our day-to-day IT operations, and contributing to the overall improvement of our IT processes and functions
• Lead IT service management functions in India and partner with Director of ITSM
• Provide leadership oversight for ServiceNow platform team and partner with the global leaders for alignment
• Be on-point for ITSM in India and escalate issues as needed to leadership
• Partner and collaborate with various IT teams for a swift handling of IT Operations processes and improvise best practices for IT support
• Manage high priority initiatives in a fast paced, highly technical environment managing large scale IT projects across global IT environments as needed
• Refine long term IT support processes as part of Customer Onboarding
• Provide thought leadership for implementation of new process, procedures, and policies for supporting end-users and R1 technology 
• Contribute to the wider IT goals, juggling multiple and conflicting priorities in a timely manner
• Holding the teams to the highest standards, project discipline and accountability
• Accelerate adoption of existing technologies and educate end users. 
• Demonstrate a focus on listening to and understanding client/business needs and then exceeding service and quality expectations. 
• Encouraging a culture of knowledge-sharing and collaborative workflow among departments and project teams
• Monitor progress and learning processes by keeping track of engagement, project outcomes and other metrics
• Providing relevant coaching, training and support to champion a knowledge management culture
• Manage relationships and coordinate work between different teams at different locations
• Report Knowledge Management activities to all levels of management.
• Metrics related to Knowledge Management for Continuous Process Improvement
• Promoting collaboration and knowledge sharing through defining, supporting and encouraging the use of knowledge to employees of all skill levels and roles
• Ensuring that knowledge technologies are up-to-date and working according to function, as well as ensuring that employees are not misusing company tech infrastructure
• Controlling the accessibility and flow of knowledge within the organization and to external parties
• Monitor progress by leveraging analytics to assess the impact, engagement, functionality and effectiveness of knowledge management strategy
• Assist with building the overall ITSM Roadmap for Service Transition process and procedures
• Responsible for the execution of the process controls, ensuring that staff comply with process and data standards
• Interfaces with other processes and/or business functions to ensure they are able to leverage the benefits provided by the Knowledge Management process
• Interfaces with other processes and/or business functions to ensure they are able to leverage the benefits provided by the Service Catalog process
• Management of ITSM and ServiceNow team members to include personnel requirements for goals and human resource requirements

Specialized Knowledge & Required Skills

• Proven work experience within IT and IT Operations
• Relevant skills and experience with IT support processes
• Exceptional customer service
• Team management skills, team player, can collaborate
• Able to troubleshoot a large variety of technical issues
• Experience in remote support
• Ability to manage risk, and encourage strategic risk management-based delivery in others to manage expectations and communicate effectively
• Hands on experience and thorough understanding of IT processes and procedures
• Solid technical background with an ability to give instructions to a non-technical audience
• Excellent written and verbal communications skills
•  Experience in information systems operations environment in systems analysis or development
• Knowledge of software development lifecycle (SDLC) process
• Advanced knowledge of ITIL practices and Service Transition
• Advanced written and verbal communication skills are a must
• General PC knowledge including Microsoft Office expert level knowledge of Excel, working Knowledge of Access
• Demonstrated ability to coordinate cross-functional work teams toward task completion
• Demonstrated effective leadership and analytical skills
• Demonstrated active listening skills
• Energetic and proactive with a "can-do" attitude
• Flexible and adaptable; able to work in ambiguous situations
• Must be a team player and able to work collaboratively with and through others
• Experience of ITSM tool sets preferably Service Now
• Experience with Project Management practices
• Demonstrated effective and efficient management of employees/contractors in a driven environment

Qualifications

• Master’s or bachelor’s degree in computer science, engineering, or related field
• 8-10 years of experience in IT
• 4-7 years of previous release and/or project management experience, (Solid understanding of project management principles preferred)
• 2-4 years of IT Operations Service Management experience in a manager role Prefer certification in ITIL Foundations v4Experience leading and managing a team of IT service management process engineers
• Advanced problem-solving skills
• Exceptional written and verbal communication skills
• Proven ability to work well under pressure and meet deadlines

Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests.

Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits package. To learn more, visit: r1rcm.com

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