The Service Manager is a key operational leadership role responsible for overseeing and enhancing the service delivery experience of TrakCare and IntelliCare customers. Acting as the primary post-go-live point of contact, the Service Manager is accountable for driving customer satisfaction, ensuring SLA compliance, managing escalations, and coordinating internal delivery teams. This role bridges the gap between operational performance and strategic partnership, working closely with Account Management, Support, Implementation, and Product teams to ensure the successful delivery and continuous improvement of services.
With a deep understanding of product capability, deployment nuances, and customer priorities, the Service Manager plays a pivotal role in aligning service delivery with contractual obligations, business goals, and long-term relationship success.
Key Responsibilities- Model after Epic’s support structure where each customer has a (non-exclusively) assigned point of contact within support
- Serve as the primary service delivery contact between the healthcare provider and internal technical/support teams.
- Oversee the end-to-end service lifecycle, ensuring SLAs and KPIs are met or exceeded.
- Coordinate and chair regular service review meetings with stakeholders, including incident, problem, and change management reviews.
- Monitor and report on system performance, availability, and user satisfaction; initiate improvement plans as needed.
- Manage escalations for major incidents and ensure timely communication and resolution.
- Maintain a clear roadmap of service enhancements, patches, and upgrades in collaboration with Programme Management.
- Ensure compliance with ITIL practices across incident, problem, change, and release processes.
- Track service requests, recurring issues, and risks, proactively addressing root causes to minimise disruption.
- Lead post-incident reviews and coordinate problem management investigations and follow-ups.
- Liaise with internal teams for escalated technical support and product guidance.
- Collaborate with customer clinical informatics, IT, and operational teams to align the service to business and clinical needs.
- Maintain service documentation, including support contacts, escalation paths, and reporting templates.
- Strong understanding of TrakCare/IntelliCare modules and their integration within clinical workflows.
- ITIL-qualified and experienced in IT Service Management (ITSM) within a healthcare or enterprise application support environment.Excellent stakeholder management, communication, and negotiation skills.
- Proven experience handling service escalations and high-impact incident response.
- Analytical and detail-oriented approach to service metrics and problem-solving.
About InterSystems
InterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.
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What We Do
InterSystems builds the software that makes complex systems work—reliably, securely, and at scale. For more than 45 years, we’ve been the information engine behind some of the world’s most mission-critical applications in healthcare, government, and business.
Our data management, integration, and analytics technologies help organizations connect disparate systems, turn data into insight, and deliver better outcomes. From enabling interoperable healthcare and advancing clinical care, to powering national infrastructure and large-scale enterprise systems, our technology is used every day by millions of people in more than 80 countries.
What sets InterSystems apart is not just what we build, but how we build it. We focus on long-term innovation, deep engineering excellence, and solving hard problems that truly matter. Our teams work closely with customers to tackle real-world challenges—often behind the scenes, but always at the heart of what keeps essential systems running.
If you’re motivated by meaningful work, technical depth, and the opportunity to have a global impact, you’ll find it here.
Why Work With Us
Because we are a profitable, privately-held software company, we place our clients first in everything we do. You’ll work on meaningful, complex problems alongside deeply curious experts in a culture that values learning, ownership, and long-term growth—without the pressure of quarterly Wall Street demands.
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For the first 3 or 6 months (experience and role dependent), we ask our employees to work in the office 5 days a week. After that time, our employees receive 24 work from home Fridays to use at their discretion throughout the year.
