Service Delivery Manager

STATEMENT OF PURPOSE

You will be part of the Group Digital Health team, responsible for the day-to-day operational management of a self-service kiosk application deployed across NHG Health institutions. 

The role ensures stable operations, effective issue triage, coordinated releases, and strong collaboration across clinical, operational, technology, and corporate stakeholders, leveraging both operational and technical understanding in a complex public healthcare environment.

MAJOR DUTIES AND RESPONSIBILITIES

Operational Management 

• Oversee day-to-day operations of the self-service kiosk, ensuring service stability and timely resolution of issues
• Manage and oversee Level 1 (L1) Support Helpdesk, including escalation, prioritisation, and follow-through
• Own incident, issue, and defect triage, performing initial technical assessment and working closely with the product, engineering, vendors and institution ops teams
• Ensure issues are clearly documented, logged, tracked, and resolved according to agreed SLAs with sufficient technical detail to support root cause analysis
• Perform initial technical triage using available logs, dashboards, and monitoring tools and coordinate escalation to relevant technical teams
• Act as the operational lead during incidents, coordinating response activities, communications, and escalation until resolution

Release Management

• Coordinate application releases, including release communications, operational readiness, and post-release monitoring, and technical issue follow-up
• Work with internal teams to ensure minimal disruption to hospital operations during changes or updates
• Support institutional go-live and onboarding readiness, including coordination of operational checklists, support readiness, and post-go-live stabilisation

Stakeholder Management

• Maintain regular communication with internal and external stakeholders to ensure alignment on operations and priorities
• Partner with cross-functional teams (product, IT, engineering, clinical ops, vendors) and manage vendor operational performance
• Coordinate with Legal, CIO, and CISO offices to ensure operational compliance and risk management

Continuous Improvement

• Track and report operational metrics (e.g. response times, resolution turnaround, recurring issues)
• Identify opportunities to improve operational processes, efficiency, and support capacity
• Ensure operational activities remain on time and within budget

Knowledge Management

• Oversee development and maintenance of staff user guides and operational SOPs and technical support documentation where required
• Identify training needs and coordinate training for support staff where required

OTHER DUTIES AND RESPONSIBILITIES

• Provide operational, digital, or technical input to other Group Digital Health initiatives or projects on an as-needed basis, where relevant experience and perspectives can add value to solution design, service readiness, or delivery planning.
• Participate in cross-project forums, reviews, or working groups to share insights and best practices drawn from live system operations and prior digital or technical experience.
• Perform other duties as assigned that are aligned with the role’s core responsibilities and expertise.